Scores reflect the Overall AI Score for each category
Based on recent customer reviews, KFC is described by customers as a brand whose franchise network delivers wildly inconsistent experiences. A small group of branches earns genuine praise for fresh food and named, standout staff. The overwhelming pattern, however, is incomplete orders, undercooked or stale chicken, extended waits and complaint handling that customers describe as dismissive, with refunds frequently unpaid weeks after cancelled app orders.
Top Strengths:
- •Customer Service & Staff Conduct: The strongest theme relative to the rest, Customer Service & Staff Conduct (1.4) is carried by individually named employees customers single out as exceptional. Elsewhere, customers describe rudeness, refused refunds and a customer care process that closes cases without resolution.
TrustIndex
2
NPS Score
-88
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About KFC
What do customers say about KFC?
Based on recent customer reviews, KFC is described by customers as a brand whose franchise network delivers wildly inconsistent experiences. A small group of branches earns genuine praise for fresh food and named, standout staff. The overwhelming pattern, however, is incomplete orders, undercooked or stale chicken, extended waits and complaint handling that customers describe as dismissive, with refunds frequently unpaid weeks after cancelled app orders.
What is KFC's biggest strength?
KFC's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Staff Conduct. The strongest theme relative to the rest, Customer Service & Staff Conduct (1.4) is carried by individually named employees customers single out as exceptional. Elsewhere, customers describe rudeness, refused refunds and a customer care process that closes cases without resolution.
What are the most common complaints about KFC?
The most common complaint about KFC, based on Hellopeter's AI analysis of recent customer reviews, is Order Accuracy & Delivery. Order Accuracy & Delivery (1.3) is the most frequently raised concern. Customers repeatedly describe missing chicken pieces, chips and drinks, wrong chicken portions despite clear requests, and app orders cancelled after payment with refunds outstanding for weeks.
Is KFC trustworthy?
KFC has a TrustIndex of 2 out of 10 on Hellopeter, based on 851 reviews in the last 12 months. Hellopeter has tracked KFC across 18,152 total reviews. How is the TrustIndex calculated? →
Recent reviews (851)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2016
Extremely unhappy with customer service
I am extremely disappointed with the service I received at KFC Tambotie Mall today 25 October. I arrived at the drive-through at 17:00 and only received my order at 17:20. Waiting 20 minutes for an order is unacceptable, especially when the restaurant was not even busy. When I enquired about the delay, I was told that the customer ahead of me had ordered burgers and they were waiting for the fillets. My question is: why should other customers have to wait unnecessarily because one order is delayed? There was enough parking space available, so the obvious solution would have been to ask that customer to park and wait for his order while the staff continued serving other customers. His order could then have been brought to him once it was ready. This would have prevented other customers from being inconvenienced. What frustrated me most was the lack of consideration for other customers' time and the failure to manage the situation efficiently. Good customer service is not just about preparing food; it is also about managing orders and ensuring that customers are not left waiting unnecessarily. KFC Tambotie Mall seriously needs to improve its service delivery and order management. A 20-minute wait at a quiet drive-through, without a reasonable solution to avoid the delay, is simply unacceptable. **Customers' time matters too!**
1 reviews | Active since Apr 2016
Extremely unhappy with customer service
I am extremely disappointed with the service I received at KFC Tambotie Mall today 25 October. I arrived at the drive-through at 17:00 and only received my order at 17:20. Waiting 20 minutes for an order is unacceptable, especially when the restaurant was not even busy. When I enquired about the delay, I was told that the customer ahead of me had ordered burgers and they were waiting for the fillets. My question is: why should other customers have to wait unnecessarily because one order is delayed? There was enough parking space available, so the obvious solution would have been to ask that customer to park and wait for his order while the staff continued serving other customers. His order could then have been brought to him once it was ready. This would have prevented other customers from being inconvenienced. What frustrated me most was the lack of consideration for other customers' time and the failure to manage the situation efficiently. Good customer service is not just about preparing food; it is also about managing orders and ensuring that customers are not left waiting unnecessarily. KFC Tambotie Mall seriously needs to improve its service delivery and order management. A 20-minute wait at a quiet drive-through, without a reasonable solution to avoid the delay, is simply unacceptable. **Customers' time matters too!**
1 reviews | Active since Jul 2020
Watery gravy, inadequate portions, and my son's chicken request ignored.
I am extremely disappointed with the food I received from KFC Russell Street in Durban through Uber Eats. I ordered Streetwise 2 with pap, and the quality of the meal was unacceptable. The gravy was practically water with the colour of gravy. The cup was not even filled properly, and the taste was so unpleasant that it was honestly inedible. Is this really the standard of food KFC serves to its paying customers? I paid for this meal with my own hard-earned money so that my two-year-old son could eat. It is upsetting to spend money expecting a decent meal for your child, only to receive something of such poor quality. I specifically requested a drumstick and a thigh in the order notes because my son cannot easily eat other chicken pieces. Despite making this request clear, KFC failed to follow my instructions. My complaint is not simply about receiving the wrong chicken pieces. It is also about the unacceptable quality, taste and quantity of the gravy. The gravy was watery, unpleasant and barely filled the cup. Customers pay for their meals and deserve food prepared to a reasonable standard. I attempted to raise my concerns through Uber Eats and took photographs of the food as evidence. Unfortunately, I encountered difficulties uploading my existing pictures through the app. I also expressed my dissatisfaction with the way my complaint was being handled. I believe KFC should take responsibility for the quality of the food supplied and investigate what happened at its Russell Street branch. I am requesting a refund for this unsatisfactory meal and a proper response explaining how this matter will be addressed. Customers should not have to accept such poor food quality after paying their hard-earned money.
1 reviews | Active since Jul 2020
Watery gravy, inadequate portions, and my son's chicken request ignored.
I am extremely disappointed with the food I received from KFC Russell Street in Durban through Uber Eats. I ordered Streetwise 2 with pap, and the quality of the meal was unacceptable. The gravy was practically water with the colour of gravy. The cup was not even filled properly, and the taste was so unpleasant that it was honestly inedible. Is this really the standard of food KFC serves to its paying customers? I paid for this meal with my own hard-earned money so that my two-year-old son could eat. It is upsetting to spend money expecting a decent meal for your child, only to receive something of such poor quality. I specifically requested a drumstick and a thigh in the order notes because my son cannot easily eat other chicken pieces. Despite making this request clear, KFC failed to follow my instructions. My complaint is not simply about receiving the wrong chicken pieces. It is also about the unacceptable quality, taste and quantity of the gravy. The gravy was watery, unpleasant and barely filled the cup. Customers pay for their meals and deserve food prepared to a reasonable standard. I attempted to raise my concerns through Uber Eats and took photographs of the food as evidence. Unfortunately, I encountered difficulties uploading my existing pictures through the app. I also expressed my dissatisfaction with the way my complaint was being handled. I believe KFC should take responsibility for the quality of the food supplied and investigate what happened at its Russell Street branch. I am requesting a refund for this unsatisfactory meal and a proper response explaining how this matter will be addressed. Customers should not have to accept such poor food quality after paying their hard-earned money.
1 reviews | Active since Aug 2013
Old wings
Worst wings ever! Totally dry and over cooked. Definitely used old oil. I took photos and everyone I showed it to, agreed that it looks disgusting.
1 reviews | Active since Aug 2013
Old wings
Worst wings ever! Totally dry and over cooked. Definitely used old oil. I took photos and everyone I showed it to, agreed that it looks disgusting.
1 reviews | Active since Dec 2015
Compliment for Grace – KFC Dhlamini Junction I would like to give a special compliment to Grace at KFC Dhlamini
Compliment for Grace – KFC Dhlamini Junction I would like to give a special compliment to Grace at KFC Dhlamini Junction. ❤️ Her service was absolutely exceptional! She went out of her way to help me find a budget-friendly meal for two, and what stood out the most was how comfortable she made me feel. We spoke so naturally almost as if we'd known each other for years. When I explained that I was working with a tight budget, she didn't judge me or make me feel uncomfortable in any way. Instead she was kind helpful patient and understanding. Grace reminded me that excellent customer service is not just about serving customers but also about treating them with dignity respect and kindness regardless of how much they are spending. Thank you, Grace for your wonderful service and for making my experience so pleasant. KFC is truly fortunate to have someone like you on their team. Please keep being the beautiful person you are! 🌷❤️
1 reviews | Active since Dec 2015
Compliment for Grace – KFC Dhlamini Junction I would like to give a special compliment to Grace at KFC Dhlamini
Compliment for Grace – KFC Dhlamini Junction I would like to give a special compliment to Grace at KFC Dhlamini Junction. ❤️ Her service was absolutely exceptional! She went out of her way to help me find a budget-friendly meal for two, and what stood out the most was how comfortable she made me feel. We spoke so naturally almost as if we'd known each other for years. When I explained that I was working with a tight budget, she didn't judge me or make me feel uncomfortable in any way. Instead she was kind helpful patient and understanding. Grace reminded me that excellent customer service is not just about serving customers but also about treating them with dignity respect and kindness regardless of how much they are spending. Thank you, Grace for your wonderful service and for making my experience so pleasant. KFC is truly fortunate to have someone like you on their team. Please keep being the beautiful person you are! 🌷❤️
1 reviews | Active since Sept 2016
Very bad
I woke up around 8:30 pm as I was not feeling well... first thing that came to mind was supper. KFC was the closest option bought the 5 variety to my surprise I got 4 pieces of meat 3 zinger wings and 3 strips with sloppy chips... im very disappointed we a a family of 5. What must I do its a 10 minute drive...
1 reviews | Active since Sept 2016
Very bad
I woke up around 8:30 pm as I was not feeling well... first thing that came to mind was supper. KFC was the closest option bought the 5 variety to my surprise I got 4 pieces of meat 3 zinger wings and 3 strips with sloppy chips... im very disappointed we a a family of 5. What must I do its a 10 minute drive...
1 reviews | Active since Jul 2023
KFC George N2- Absolutely Disgusting Customer Service and an Unacceptable Refund Experience
My experience with KFC has been absolutely appalling, and I am extremely disappointed with the way this entire situation has been handled. I have been waiting for my refund since 10 October 2026, and as of 23 October 2026, I am still waiting for my money. Nearly two weeks have passed, and the lack of urgency, accountability, and professionalism shown throughout this process is completely unacceptable. What makes this experience even worse is the attitude of the staff. Instead of treating me with respect, showing understanding, and making a genuine effort to resolve the matter, I have been met with rudeness and an appalling level of customer service. There has been no meaningful display of remorse, no satisfactory resolution, and no sense that my concerns are being taken seriously. It is absolutely unacceptable that a customer should have to chase their own refund while also having to tolerate rude and disrespectful treatment from the very people who are supposed to assist them. A simple refund issue has turned into a thoroughly unpleasant experience because of the way it has been handled. KFC needs to understand that customer service is not just about taking people's money. It is about treating customers with respect, communicating professionally, taking responsibility when something goes wrong, and resolving complaints within a reasonable time. Unfortunately, my experience has demonstrated a serious failure in all these areas. The continued delay, the unacceptable staff attitude, and the apparent lack of concern for my situation have completely damaged my trust in this establishment. An apology without action is meaningless, and customers should not have to beg for their own money or fight to be treated with basic courtesy. I am extremely dissatisfied with this experience and would not recommend this level of service to anyone. KFC needs to take responsibility, address the conduct of the staff involved, and process my outstanding refund immediately. This is not just about the money anymore. It is about the complete lack of respect, professionalism, and accountability I have experienced as a customer. Absolutely disgraceful.
1 reviews | Active since Jul 2023
KFC George N2- Absolutely Disgusting Customer Service and an Unacceptable Refund Experience
My experience with KFC has been absolutely appalling, and I am extremely disappointed with the way this entire situation has been handled. I have been waiting for my refund since 10 October 2026, and as of 23 October 2026, I am still waiting for my money. Nearly two weeks have passed, and the lack of urgency, accountability, and professionalism shown throughout this process is completely unacceptable. What makes this experience even worse is the attitude of the staff. Instead of treating me with respect, showing understanding, and making a genuine effort to resolve the matter, I have been met with rudeness and an appalling level of customer service. There has been no meaningful display of remorse, no satisfactory resolution, and no sense that my concerns are being taken seriously. It is absolutely unacceptable that a customer should have to chase their own refund while also having to tolerate rude and disrespectful treatment from the very people who are supposed to assist them. A simple refund issue has turned into a thoroughly unpleasant experience because of the way it has been handled. KFC needs to understand that customer service is not just about taking people's money. It is about treating customers with respect, communicating professionally, taking responsibility when something goes wrong, and resolving complaints within a reasonable time. Unfortunately, my experience has demonstrated a serious failure in all these areas. The continued delay, the unacceptable staff attitude, and the apparent lack of concern for my situation have completely damaged my trust in this establishment. An apology without action is meaningless, and customers should not have to beg for their own money or fight to be treated with basic courtesy. I am extremely dissatisfied with this experience and would not recommend this level of service to anyone. KFC needs to take responsibility, address the conduct of the staff involved, and process my outstanding refund immediately. This is not just about the money anymore. It is about the complete lack of respect, professionalism, and accountability I have experienced as a customer. Absolutely disgraceful.