Awful customer service and substandard food
On 1 July 2026, I ordered a meal through the KFC website, which was delivered by Uber Eats from the Shirley Branch in Solihull. I ordered a rice bowl, but what I received was completely unacceptable. It looked nothing like the meal advertised, contained very little food, and several advertised ingredients were missing, including butternut squash, sweetcorn, and coleslaw. I have ordered this meal before, so I know what it should look like and the standard I would normally expect. This meal was far below that standard. I went to the restaurant in person to speak to the manager and showed her the meal. Instead of resolving the issue, she kept the meal and refused to provide a refund. She offered to replace it, but also told me that the replacement would be of the same standard. As I had already lost confidence in the quality of the food, I declined the replacement and requested a refund instead. This was refused, and I was told to contact Uber Eats. I then had a lengthy telephone call with Uber Eats customer support. The experience was extremely disappointing. The representative was rude, refused to properly discuss or resolve the issue, and ultimately ended the call by hanging up on me. They maintained that they had only provided the delivery service and refused to issue a refund. As a result, I was left without any food despite paying for a meal that was not as described. This experience completely ruined what was supposed to be a family meal. I also had the inconvenience of travelling to the restaurant myself to complain about food that was clearly substandard, yet I still received no satisfactory resolution. As the order was placed through the KFC website, I believe KFC has failed to meet its responsibilities under consumer law by supplying food that was not as described and refusing to provide an appropriate remedy. The entire experience has been extremely upsetting and has involved some of the worst customer service I have ever received from both KFC and Uber Eats. I expected much better from companies of this size and will think very carefully before ordering through KFC again.