Well, we all understand mistakes can happen and we end up forgiving as well, but some mistakes end up hurting the sentiments. Something similar happened last week at Chaloner Street KFC Outlet in Liverpool city centre. A couple was served chicken burgers instead of new vegan burgers.
The couple was visiting KFC for the first time since they become vegetarians in order to try the restaurant’s long-awaited vegan option. But it didn’t go well with them. They were served chicken burgers in the name of vegan burgers.
The woman, who did not want to be identified, told the Liverpool Echo, “We both became vegetarian a few years back so obviously hadn’t been to KFC in a while.”
She added, “We heard about the new vegan burger and as it launched yesterday we decided to give it a try.”
The couple chose to order from a drive-through and they asked the staff member for “two vegan meals.”
The customer added, “We asked for fries as a side and were informed they weren’t vegan so clearly it was understood what we ordered.”
After receiving their order and tucking into the burger, the woman’s husband raised concern over whether it was real chicken and why was it in a normal chicken burger box.
She said, “I started searching online and people were saying they couldn’t tell the difference between it and real chicken but we realised the mistake then. My husband had already finished his but I threw the rest of mine away. I was physically sick after.”
And after the incident, the pair noticed a billboard for the new menu item and saw it was supposed to be presented in a green box.
The frustrated customer added, “I rang the restaurant and asked them to confirm which box it was supposed to come in. They said green and I told them what had happened. They offered us vouchers and free burgers but I wouldn’t be willing to go back there. We just want other people to be aware so they can check before eating.”
A KFC spokesperson issued a strong apology to the couple and said, “Hands up – this isn’t great. We’re really sorry for what happened to these guests, so offered them a full refund straight away and replacement vegan burgers on the house.”
“In this instance, there was a miscommunication in what was ordered, but we totally understand how important this is to get this right, so we’ll continue to keep doing everything we can to prevent these incidents happening again.”