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Visited the drive-thru on 07/05 at 17:48. I have visited the drive thru every other monday night since KFC started the 14 piece meal promotion. It is a great meal for my family. When I go I usually subsitute the coleslaw for the macaroni and cheese. I usually get charged an extra $1.00 or so for the subsitution.

On this day I went thru the drive thru and requested the 14 peice meal promotion and asked to subsitute the coleslaw for macarani and cheese (as I always do). I was told "we cannot do that". I explained to her that I usally always go thru the drive-thru and order this way without a problem. I told her if she needs to charge me extra then she can. She then said "there is no way we can do that". She did not apologize. I then said what type of meal could I get that is comparable price where I could get the mac and cheese. She then said "look at the menu".

I understand that if it is something that you can no longer do however customer service is important. The best way to tell someone would be "i am sorry we have changed our policy and can no longer do this, if you really would like the mac and cheese you can order??? It is the same type of meal and you will get want you want".

Instead she says "look at the menu", "we dont do that". The drive thru was not busy and I do not understand why she was so upset.

When I got to the window I asked for the telephone number to complain she then said I will give you the number to our KFC and it our number. I became very upset. This was the WORST experience at a resturant. I was afraid to eat my food. I ordered the 14 peice meal without the subsitution but I got home and was terrified they spit in my food. It was not a good expeirence.

Company: Kfc
Country: USA
State: California
City: Santa Paula

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