Review Insights · App Store
KFC US - Ordering App
Kentucky Fried Chicken · 11,522 ratings · ★ 4.1
4.1
★★★★★
11,522 ratings
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Top complaints - extracted from 83 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
36 negative reviews mention this · 43% of all complaints
★★★★★ "No cancellation option. If you order at the wrong location it is impossible to remedy. I battled customer service for over 40 minutes while still not getting to the point of successfully canceling my order and getting a refund. McDonald’s has a simple in app butto…" - PURPLE OAK BIRD 10
2
"food"
17 negative reviews mention this · 20% of all complaints
★★★★★ "Good Food Bad Menu. Tried to order two one piece chicken dinner and was told it was not on the menu. The employee pointed to the 2, 3, & 4 piece menu. A new plot to try and fatten up America or make more money instead of serving customers what made KFC a once …" - jajamison
3
"store"
16 negative reviews mention this · 19% of all complaints
★★★★★ "No cancellation option. If you order at the wrong location it is impossible to remedy. I battled customer service for over 40 minutes while still not getting to the point of successfully canceling my order and getting a refund. McDonald’s has a simple in app butto…" - PURPLE OAK BIRD 10
4
"doesn"
13 negative reviews mention this · 16% of all complaints
★★★★★ "Order Feedback Very Poor. The app says my order is ready and the store says it’s not. This needs to be in sync. App doesn’t say anything close to the actual meal preparation time. Not 5-15 minutes, try 30-40 minutes!" - Travel Treasure
5
"through"
11 negative reviews mention this · 13% of all complaints
★★★★★ "Wasted time. I pulled over to download the app so I can gain rewards. Apparently you can only get rewards if you pay and order through the app. There is no scanner code or digital code you can present at the window when ordering food nor is there a rece…" - Brittanygsp11111
6
"does"
9 negative reviews mention this · 11% of all complaints
★★★★★ "Order Feedback Very Poor. The app says my order is ready and the store says it’s not. This needs to be in sync. App doesn’t say anything close to the actual meal preparation time. Not 5-15 minutes, try 30-40 minutes!" - Travel Treasure
7
"points"
9 negative reviews mention this · 11% of all complaints
★★★★★ "Must order in app for points. You must order in app to get points or redeem offers. That’s ridiculous." - RachelBAuthor
8
"rewards"
9 negative reviews mention this · 11% of all complaints
★★★★★ "Wasted time. I pulled over to download the app so I can gain rewards. Apparently you can only get rewards if you pay and order through the app. There is no scanner code or digital code you can present at the window when ordering food nor is there a rece…" - Brittanygsp11111
📋 All 83 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Bait and switch
Don’t waste your time.
No cancellation option
If you order at the wrong location it is impossible to remedy. I battled customer service for over 40 minutes while still not getting to the point of successfully canceling my order and getting a refund. McDonald’s has a simple in app button to cancel an incorrect order…why is it so hard?? I called the store immediately and they also couldn’t help either. Waste of time and energy but who can afford paying for KFC once, yet alone two times!?
Good Food Bad Menu
Tried to order two one piece chicken dinner and was told it was not on the menu. The employee pointed to the 2, 3, & 4 piece menu. A new plot to try and fatten up America or make more money instead of serving customers what made KFC a once good choice for lunch fo many years.
Can’t find store
App does not bring up any stores in my area.
Must order in app for points
You must order in app to get points or redeem offers. That’s ridiculous.
Wasted time
I pulled over to download the app so I can gain rewards. Apparently you can only get rewards if you pay and order through the app. There is no scanner code or digital code you can present at the window when ordering food nor is there a receipt code, you can add in the app. 0/10
Stop Asking Me To Favorite
What’s the point of putting the order as a favorite if it keeps asking me if I want to favorite THE SAME order that’s already in the list?
Miserable to use
Just a horrible app to use. All you want is to order food and pay them money, and it is constant popups, upsells, and various unrelated offers to tap through. Never interrupt an enemy making a mistake, and don’t be a pest to someone doing you a favor. KFC app team, you are a PEST!
Trying app
There no choice for UNSWEETENED ICE TEA!
Nashville hot tenders
Before I choose a store, I can see the Nashville tenders are available to order. But when I pick a store, it vanished.
App sucks
Can’t access the rewards. App has been updated many times & it still isn’t working properly.
Cannot scan a receipt for missing rewards
It’s crazy because it says you cannot scan a receipt for rewards unless you order online or scan rewards in the store. How ridiculous is that!?! It I ordered online or scanned at the store, I wouldnt need to scan my receipt. Think about it… smh. Trash.
Doesn’t even work.
You tap the app and nothing happens. The logo just sits there. Fix your app you low life degenerates.
got me grounded
i wanted to use one more minute but it doesn’t have that so i accidentally clicked asked for more time at 2:30 am and got grounded. hate this app.
No Report Issue System
Order was missing items and there’s no way to report that
Do not Use For Delivery
Do not use this for delivery. Half the order was missing and there is no recourse. Even when contacted them they promised a refund but would not give you the amount they would refund. It is literally a scam!!
Not worth the time
App used to be decent but now can’t even use it. For days now I’ve been trying to get the app to do a delivery order but all it does is go gray at the top and load and then freezes up and I can’t even get switched back to do pick up so I take everything out of my cart because it won’t let me check out at all and say forget it too many app issues recently and will be deleting it.
Constant login needed + No face ID
Very inconvenient
Terrible
I tried to order from them several times, and every single time there was a problem with the payment. They couldn't process card payments-errors kept popping up constantly. Customer support is non-functional; there isn't even anyone to complain to. So, anyway, I deleted the app. Good luck.
Horrible App
This app is rarely working correctly. Most of the time when you launch it, it just sits there with Colonel‘s face and nothing else ever opens. They need to go back to square one and fix it correctly.
Do NOT use this app if you’re hungry
I ordered food on this app. When I got to the store 20 minutes later, they said they had no online orders. I ended up re-ordering and paying cash. When I contacted KFC through the app to request a refund of my order that disappeared, I was informed that the would have to “research the issue” and would get back to me, but could not give me any time frame for when a response would be provided. Sloppy and sad customer service.
Refund
It so hard to do a refund, with Popeyes it take seconds
Aweful
I ordered an almost $50 order to arrive at the destination, staff confirm it was the right place, and them say they cannot give me my food because it won’t show up on their end. On top of it all, there is no option to cancel my order. This app is absolutely insane. Do not for any reason download this food app. It’s a waste.
Offended
Sad
KFC food tastes like fryer degreaser chemicals
Bought KFC and everything tasted like industrial chemicals. The fryers clearly weren’t cleaned properly at KFC. Went back to give them the food back and asked for a refund. They said they can’t refund app purchases and gave me a number to call. The number said they can’t refund app purchases and to go back to the location. KFC won’t refund your money unless you force a chargeback.
Rewards
The rewards points are a scam you’ll never be able to use them
?
Any idea why this app constantly not processing the payment?
Worst
Very terrible experience using this app to order food. Cashiers seem clueless and rude-don’t seem to know that you used the app to order your meal. Unbelievably bad customer service.
Worst fast food app ever
This is by far the worst fast food app I have ever seen ever I try to use my rewards points right and it won’t let me do it multiple days in a row. I just want the free food that I earned and it won’t even let me do that and then on top of it when you get in touch with the app support, they won’t do anything for you. They won’t push your order through or force it to go through. They just say they’re gonna escalate it and then you never hear back from anybody it’s absolutely ridiculous and then I’m a T-Mobile customer so I’m supposed to be able to get a free sandwich because I’m a T-Mobile customer this week but is it gonna let me use that coupon in the app? No, it’s not and I can’t use it in person because it’s an app only coupon but the app doesn’t want to accept any promo codes
Do not use the app or go to kfc
They will steal your money and the app will blame the store and the store will blame the app. I went there yesterday and they wouldn’t give me food because of a sewage problem. I’d contacted the app and they said they’d get back to me. They never did. I tried again today and they’re saying the same thing. Do not use the app you will get your money stolen from you better yet don’t even go to KFC
Freezes
Rather go somewhere else then deal with an app that freezes when you go to check out
Super bad customer service
So they got my older wrong about five times then they tried to scam me. They gave me the wrong food. Then they gave me some burnt chicken nuggets and then let’s not even talk about how customer service was very bad. The cashier had a lot of attitude she roalled
her eyes on me more than two times and yes, she had such a bad attitude and I called kfc then They just said that she’s like that and I’m never returning to KFC again
her eyes on me more than two times and yes, she had such a bad attitude and I called kfc then They just said that she’s like that and I’m never returning to KFC again
Cannot open all the time
Open the app by luck
And know the difference from a sandwich and a slider they’re two different sizes.
You’re gonna get a lawsuit cause that’s fall advertisement that’s illegal
Worst fast food app
Slow, no refund, insanely bad!!
$10 Tuesday missing
Offer on TV but not in app
It used to work, now it doesn’t.
Yep. And the support link does nowhere.
Bad vs Other Fast Food Apps
Extremely limited customization of orders and à la carte items. Deals aren’t great. The restaurant defaults to last ordered and does not factor in GPS. If you order pickup from the wrong location, there is no cancel option even immediately after placing the order from a location an hour away.
Don’t use this junk
Just because it is on the so menu doesn’t mean that franchises actually carry those items. Save yourself a headache and don’t use the app. Just go in the store
App not available
Keeps saying the app is not available in my area, but Restraunt says there is nothing wrong with/it. I am unable to order online and a red banner keeps saying “online app not available at this location”
Out of date
The app is not up to date. The KFC I ordered from apparently has been closed for almost 2 years. I am now struggling to get my money back from the app.
Bad service
The app kept saying I was offline when I ordered my food at 7:00 then I never got my food because the app was changing the time to 8:04 when it was 10:00 I waited for 2 hours just for my food to be cancelled and I was requesting to cancel it the whole time
Malísima
No carga
Never accepts payment
No matter what card I use or Apple Pay im never able to purchase through the app
Your app is too complicated
I’m not the greatest with the internet. But after spending 5 minutes not getting anywhere I lose interest
Inaccurate Locstions
The app does not allow you to see all locations, the available locations to order from were not close and the location that was only 2.3 miles away never even showed up.
No survey option
App is good to order but does not have an option to set reviews. I do not like only setting bad reviews but good one. When KFC doesn’t let you send anything, means they don’t care.
App took away points after update
After updating the app, all of my points have been taken away.
Ads for other companies after checkout
For some reason, KFC has decided to allow other businesses to advertise to you through a pop-up window in the application after purchasing items. This is unacceptable. I bought the food from you. You do not need to try and skim more money from me by allowing other companies to advertise to me. My time is precious and your application has decided to try and monetize it in a way that I do not approve. This is not ok
Only for Online/App Orders
This app would be significantly better if points could be accrued via in-person or drive through orders..
+ 33 more in the clipboard copy
Sentiment summary
77%
Positive (4-5★)
4%
Neutral (3★)
20%
Negative (1-2★)