Scam at KFC, Vanagaram

My kids wanted to dine at KFC, so I took them this evening. I was trying to place an order online at the outlet. A staff approached me and suggested KFC app instead of online app, so that I would get coupon and offers. I followed his advice, placed an order, and paid ₹.1231/- through the app. When I checked the app for the bill, the checkout page still showed “Pay Now”.

I checked my PhonePe transaction, the amount had been deducted. When I inquired at the counter, the order hadn’t been received. I was then asked to place a fresh order again and was assured that the deducted amount would be refunded within seven days. I called customer care, and they gave me the same response, citing a technical error in the app.

After hanging up, I went back to the counter and asked if this was a common issue. The same staff member who had advised me to use the app admitted that it happens occasionally. I asked him why he hadn’t warned me about this beforehand.

He replied, “Not always sir, only few times.” So its not just me.

I checked the transaction details on PhonePe, and the payment had been made to ‘Yum Restaurants Pvt Ltd’. Since the kids were hungry and wished to have food at KFC, I reordered and paid in cash I decided to leave a detailed negative review on Google about my bad experience.

To my shock, I found over 63 reviews describing the exact issue. It became clear that KFC hadn’t taken this matter seriously. I approached the staff at the counter and asked them to call the manager.

When he arrived, I showed him the reviews and demanded an instant refund, assuring him that if I received the refund from their company later, I would return the money to the store.

The manager apologized, saying they didn’t have a system for immediate refunds. I then spoke to the supervisor, who connected me to the store manager. I made it clear that if I wasn’t refunded immediately, I would take up this matter to the consumer court and they have to pay me compensation definitely above the billed amount. I also asked, “What if I never receive the refund? How long should I keep waiting, following up for ₹1,231?”

Eventually, they refunded the amount in cash. I also requested written confirmation. They did, they do have a refund system in place, but only done if the customer insists. Otherwise, it seems, that the refund will never be processed, based on the numerous complaints I read.

Many customers lose amounts, like ₹400, ₹600, and don’t take further action beyond writing a Google review. However, if you fight for it, they have a voucher system and a process for issuing written refund confirmations. (Pics attached) If you simply leave the outlet expecting the refund to be processed automatically, that will never gonna happen.

Do not use the KFC app for orders and payments.

If you face this issue, demand an instant refund before leaving the store. Reviews say, you would never get your money back.

I received my refund in cash and will return it to Vanagaram store if I receive the refund from Yum Restaurants Pvt Ltd.

Note : This is a FB post of my mutual friend, sharing here just to raise awareness.