KFC India — Formal Complaint Undelivered Order, Poor Customer Service & Refund Request (Order Date: 23 June 2026)

Dear KFC Customer Support,
I am writing to express my disappointment regarding my experience with KFC MKB Nagar, Chennai concerning an order placed through the KFC App on 23 June 2026.
Despite being a regular KFC customer, this experience has been extremely frustrating and has caused unnecessary inconvenience.
Order Details
Order Date: 23 June 2026
Store: KFC MKB Nagar, Chennai
Order: Hot & Crispy Chicken – 4 pcs
Amount Paid: ₹389.99
Payment Mode: Credit Card (UPI Transaction ID: [protected])
What Happened
I placed my order through the KFC App on 23 June 2026, and the payment was successfully deducted from my account.
After waiting for a long time without receiving my order, I contacted the KFC MKB Nagar store. I was informed that the store was offline due to an EB power issue and was assured that someone would call me once they had an update.
Unfortunately, I never received any callback that day, nor was my order delivered.
The following day, I contacted the KFC Customer Care seeking assistance. To my surprise, I was informed that there was no record of my order in their system, despite the payment having been successfully made. They were unable to help and instead asked me to contact the MKB Nagar store directly.
When I contacted the store again the next day to understand why my order had not been delivered, the staff behaved in a highly unprofessional and rude manner. Instead of providing an explanation, I was told that:
I had no right to question them.
They were not obligated to provide any explanation.
If I wanted, they could send the order at that time, even though it was already the next day.
I informed them that I was no longer at home and therefore could not accept the delayed order. I requested a refund instead.
The response I received was that obtaining a refund would be difficult, that I would have to send emails, and even then there was no guarantee that the refund would be approved.
Today marks Day 3, and I have still not received:
My order,
My refund,
Any communication from the store or KFC.
I Need Answers to the Following Questions
Why was I allowed to place an order if the store was already offline due to a power outage?
Why is my successfully paid order not visible in either the Customer Care system or the store records?
Why should a loyal KFC customer go through multiple phone calls, follow-ups, rude behaviour from store staff, and unnecessary stress just to resolve a failed order?
What action will KFC take against the unacceptable behaviour displayed by the MKB Nagar store staff?
What compensation will KFC provide for the inconvenience, wasted time, poor customer service, and mental stress caused by this incident?
My Expectations
I request the following:
Immediate refund of ₹389.99.
A written explanation regarding the failure of your ordering and tracking system.
An investigation into the conduct of the MKB Nagar store staff.
Appropriate compensation for the inconvenience and poor customer experience.
I have attached the following for your reference:
Order history screenshots from the KFC App.
Receipt showing the successful payment.
UPI transaction details.
Contact number of the MKB Nagar store representative whom I spoke with.
I sincerely hope KFC treats this complaint seriously and resolves it promptly. I have always enjoyed KFC, but this experience has left me deeply disappointed.
I look forward to your response and an early resolution.
Regards,
Karthik