Food was made fresh and the wait wasn't too long and the price was reasonable
Atmosphere: 5
Food: 5
Service: 5
Deborah Agramonte
I stopped by around 4pm and specifically requested that the food I was ordering be made fresh because between lunch, and dinner it's a little slow, and sometimes the fries, and tenders have been sitting for a while, and are a little crusty and hard. The cashier said that my order was made fresh as I requested, but upon arriving back at my house to eat my dinner, I was disappointed with hard fries, mostly inedible, and very crunchy hard chicken tenders. This is why I stopped eating at KFC, I used to love this place, but the food quality has gone down hill, so even with a coupon, I'll pass from now on.
Atmosphere: 2
Food: 2
Service: 2
Mmamarumo Makwela
Fresh food
Atmosphere: 5
Food: 5
Service: 5
Rebecca Baldwin
My husband ordered and paid for a two piece chicken breast meal and a three piece wing meal today, 7-6-25, with Cole slaw and Mac and cheese in the store, not the drive thru. Well, no one in the store spoke English, and when he got home, they had given us six scrawny wings, a biscuit, and the sides we ordered. I called the store twice, and no one answered. I am so sick of this KFC screwing up our orders. If this had been the first time, we would have overlooked it, but this happens too frequently. I notice they have no refunds sign posted. Gee I wonder why! This is a lousy way to do business. If the owner can't hire reliable staff, and provide accurate orders, maybe it's time to close down. We ordered this for our grandchildren who are visiting us from Utah, and we won't be back.
Service: 1
Bonolo Lephoto
Fresh food
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chicken Sandwich
sua Hernandez
Subject: Formal Complaint for Unauthorized Charge, Poor Service, and Discriminatory Treatment
Dear KFC Customer Relations,
I am writing to file a formal complaint regarding a very unpleasant experience I had on April 15, 2025, at your KFC #K071116 located at 620 E. Washington Street, Charles Town, WV. 1. Unauthorized Charge: When I paid for my drive‑thru order, the manager on duty, Halie, entered a different order than the one I had requested and charged me $34.76 (see ticket #2031) without notifying me of any change. 2. Refusal to Correct or Refund: When I pointed out the mistake and asked for a refund of the difference or for my order to be corrected, the manager flatly refused. She only offered a credit valid in 30 days, which I cannot accept because I do not live in the area and will be leaving the next day. Despite explaining this, she insisted she could do nothing more. 3. Hostile and Discriminatory Attitude: In addition to refusing, the manager displayed a very hostile and dismissive attitude, with comments and gestures that made me feel belittled. I did not observe other customers receiving such treatment in similar situations. 4. Personal Impact: I am a frequent KFC customer in Puerto Rico and have always appreciated the quality of your service. I am outraged and disappointed that this restaurant would allow such unfair and discriminatory treatment of a customer who simply asked for what she paid for.
I request that you investigate this incident, issue a formal apology, and take necessary measures to ensure it does not happen again. I also demand an immediate refund of the improperly charged amount or equivalent compensation.
I look forward to your prompt response
Dennis Dibbern
I asked the young lady taking my order in the drive through at 7:00 on Saturday night, for 8 pieces, Original, mixed pieces. I thought that was pretty clear. What I received was, I think, 8 pieces of mostly Extra Crispy, which I hate. I only received 2 pieces of Original.
Paul Davis
We're glad you were able to reopen thanks for the delicious food good service
Josue Acosta
They close before 9 PM, and their website says their still open, they should rehire new staff for being to Lazy to take orders, if they don’t like their job, then get a different job but don’t ruin the company’s reputation. This is unacceptable!
Great drive thru service. Food was hot and very tasty also not a long wait.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: French Fries, Fried Chicken, Chicken Sandwich, Mac & Cheese, Gravy
Tony Caccavale
Chicken was WAY overcooked.Biscuits were like rocks. Mac & cheese had no taste. Besides that, it was ok. Btw, I paid $45 for a 12 piece bucket w/3 sides.
Atmosphere: 2
Food: 1
Service: 3
T.S. Howard
Had a sketchy interaction. Went through the drive thru and the old lady with red hair, blue name tag, took too long to give me my card back. I am unsure what took her so long to give me back my card but as someone who used to work in fast food as a young adult, there was never a need to keep someone else's card, if there are issues with the receipt printer. I went ahead and locked my card. I think people should not trust this location if you are paying with anything other than actual physical cash.
Atmosphere: 1
Food: 3
Service: 1
Recommended dishes: Fried Chicken
charity orrison
Went there there this evening got all the way home to martinsburg the fries were redropped they were hard couldn't eat them the spicy chicken sandwich was hard the food had definitely been sitting awhile we asked for extra pieces of chicken to put in famous bowl they added on and extra 5 pieces of chicken and ask for side if gray that we didn't even get the chicken was an extra 15 dollars in our bill that we didn't want so we will not be going back there I stopped going cause it was not that good of a place it's been yrs thought we would give it a try so ya nope no more
Boomboomwahoo83
Tonight was the last time I came to KFC in Charles Town. We placed an online order to be picked up at 8:50. I showed up to one of the entrances locked so I assumed they were closing, but I was due to pick up an already paid order…so I went through the order speaker to check. I was told to wait in the front and that they’d bring my food out. Everything was fine until I got home to find my order was incomplete.
I immediate went back to KFC which is only 5min from our place. I arrived before 930 to be told “I personally packed that order and I counted the pieces.” I received 8 pieces and ordered 12, so Idk wth she was paying attention to because it wasn’t filling my order right. I was told that they no longer had chicken, this was before 9:30 and closing time is at 10. My complaint is about me paying for something and not receiving my full order, then to show up and be told there’s no more chicken when there’s still 30 min to closing time. I get it, they were tired and were ready to go home, but you are employees at this establishment and get paid to work here and customers like me come and spend money and expect to get what we pay for. I’m pretty sure KFC is expecting for its doors to be open until 10PM like it says online. This is why Chick-fil-A is so successful. I had not been to KFC in years and unfortunately tonight was the last time, and it reminded me why we never eat out and always eat at home!
Food was made fresh and the wait wasn't too long and the price was reasonable
Atmosphere: 5
Food: 5
Service: 5
I stopped by around 4pm and specifically requested that the food I was ordering be made fresh because between lunch, and dinner it's a little slow, and sometimes the fries, and tenders have been sitting for a while, and are a little crusty and hard. The cashier said that my order was made fresh as I requested, but upon arriving back at my house to eat my dinner, I was disappointed with hard fries, mostly inedible, and very crunchy hard chicken tenders. This is why I stopped eating at KFC, I used to love this place, but the food quality has gone down hill, so even with a coupon, I'll pass from now on.
Atmosphere: 2
Food: 2
Service: 2
Fresh food
Atmosphere: 5
Food: 5
Service: 5
My husband ordered and paid for a two piece chicken breast meal and a three piece wing meal today, 7-6-25, with Cole slaw and Mac and cheese in the store, not the drive thru. Well, no one in the store spoke English, and when he got home, they had given us six scrawny wings, a biscuit, and the sides we ordered. I called the store twice, and no one answered. I am so sick of this KFC screwing up our orders. If this had been the first time, we would have overlooked it, but this happens too frequently. I notice they have no refunds sign posted. Gee I wonder why! This is a lousy way to do business. If the owner can't hire reliable staff, and provide accurate orders, maybe it's time to close down. We ordered this for our grandchildren who are visiting us from Utah, and we won't be back.
Service: 1
Fresh food
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chicken Sandwich
Subject: Formal Complaint for Unauthorized Charge, Poor Service, and Discriminatory Treatment
Dear KFC Customer Relations,
I am writing to file a formal complaint regarding a very unpleasant experience I had on April 15, 2025, at your KFC #K071116 located at 620 E. Washington Street, Charles Town, WV.
1. Unauthorized Charge: When I paid for my drive‑thru order, the manager on duty, Halie, entered a different order than the one I had requested and charged me $34.76 (see ticket #2031) without notifying me of any change.
2. Refusal to Correct or Refund: When I pointed out the mistake and asked for a refund of the difference or for my order to be corrected, the manager flatly refused. She only offered a credit valid in 30 days, which I cannot accept because I do not live in the area and will be leaving the next day. Despite explaining this, she insisted she could do nothing more.
3. Hostile and Discriminatory Attitude: In addition to refusing, the manager displayed a very hostile and dismissive attitude, with comments and gestures that made me feel belittled. I did not observe other customers receiving such treatment in similar situations.
4. Personal Impact: I am a frequent KFC customer in Puerto Rico and have always appreciated the quality of your service. I am outraged and disappointed that this restaurant would allow such unfair and discriminatory treatment of a customer who simply asked for what she paid for.
I request that you investigate this incident, issue a formal apology, and take necessary measures to ensure it does not happen again. I also demand an immediate refund of the improperly charged amount or equivalent compensation.
I look forward to your prompt response
I asked the young lady taking my order in the drive through at 7:00 on Saturday night, for 8 pieces, Original, mixed pieces. I thought that was pretty clear. What I received was, I think, 8 pieces of mostly Extra Crispy, which I hate. I only received 2 pieces of Original.
We're glad you were able to reopen thanks for the delicious food good service
They close before 9 PM, and their website says their still open, they should rehire new staff for being to Lazy to take orders, if they don’t like their job, then get a different job but don’t ruin the company’s reputation. This is unacceptable!
Atmosphere: 1
Service: 1
Excellent service and delicious food
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
Great drive thru service. Food was hot and very tasty also not a long wait.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: French Fries, Fried Chicken, Chicken Sandwich, Mac & Cheese, Gravy
Chicken was WAY overcooked.Biscuits were like rocks. Mac & cheese had no taste. Besides that, it was ok. Btw, I paid $45 for a 12 piece bucket w/3 sides.
Atmosphere: 2
Food: 1
Service: 3
Had a sketchy interaction. Went through the drive thru and the old lady with red hair, blue name tag, took too long to give me my card back. I am unsure what took her so long to give me back my card but as someone who used to work in fast food as a young adult, there was never a need to keep someone else's card, if there are issues with the receipt printer. I went ahead and locked my card. I think people should not trust this location if you are paying with anything other than actual physical cash.
Atmosphere: 1
Food: 3
Service: 1
Recommended dishes: Fried Chicken
Went there there this evening got all the way home to martinsburg the fries were redropped they were hard couldn't eat them the spicy chicken sandwich was hard the food had definitely been sitting awhile we asked for extra pieces of chicken to put in famous bowl they added on and extra 5 pieces of chicken and ask for side if gray that we didn't even get the chicken was an extra 15 dollars in our bill that we didn't want so we will not be going back there I stopped going cause it was not that good of a place it's been yrs thought we would give it a try so ya nope no more
Tonight was the last time I came to KFC in Charles Town. We placed an online order to be picked up at 8:50. I showed up to one of the entrances locked so I assumed they were closing, but I was due to pick up an already paid order…so I went through the order speaker to check. I was told to wait in the front and that they’d bring my food out. Everything was fine until I got home to find my order was incomplete.
I immediate went back to KFC which is only 5min from our place. I arrived before 930 to be told “I personally packed that order and I counted the pieces.” I received 8 pieces and ordered 12, so Idk wth she was paying attention to because it wasn’t filling my order right. I was told that they no longer had chicken, this was before 9:30 and closing time is at 10. My complaint is about me paying for something and not receiving my full order, then to show up and be told there’s no more chicken when there’s still 30 min to closing time. I get it, they were tired and were ready to go home, but you are employees at this establishment and get paid to work here and customers like me come and spend money and expect to get what we pay for. I’m pretty sure KFC is expecting for its doors to be open until 10PM like it says online. This is why Chick-fil-A is so successful. I had not been to KFC in years and unfortunately tonight was the last time, and it reminded me why we never eat out and always eat at home!
Atmosphere: 1
Food: 5
Service: 3
Loading...