Krispy Krunchy Chicken

Well, after visiting this establishment, the «experience» was still on my mind and I thought that someone at corporate ought to know what was going on. This is the kind of thing that is very injurious to reputations and can really hurt a business or brand.
So, I shot an email out to the Houston area rep and relayed the happenings of my visit. Now, I didn’t go into the issues with the location, just the issues with their product. As the location problems were pretty much out of their control.
Wow! I quickly received a response, not only via email, but a very nice phone call as well. On that call, I gave the more complete story and advised of the issues other than those concerning the food.
I was told how sorry they were for my experience and that anything that could be done, would be done to insure my satisfaction. And that they would like the opportunity to change my view of their restaurant and food. An offer was made to even personally deliver a properly prepared meal to me, going above and beyond to create a satisfied customer. That not all locations were such as this one. And that this location had it’s challenges.
GREAT!!! I felt like a valued customer and looked forward to giving them another shot.
It is now 16 days later and I am here to give you a status update as to what has happened since — are you ready — NOTHING!!!
If they just planned on dropping the ball, why bother picking it up in the first place???
Below I have copied the email correspondence:
Hello Mr. Howe,
I appreciate you taking the time to get back to me.
I went to the store on Ella Blvd. I spoke with your associate a little while ago and went over the visit with him in more detail.
Surely some of the food issues were due to the volume at this location, with the prepared chicken just sitting under the warming lights too long.
Putting aside the tough location, I look forward to giving your product another try.
If you would like any further detail, please feel free to contact me.
Thanks again,
Bill G
From: Lawrence H
To: Bill G
Sent: Monday, December 3, 2012 11:23 PM
Subject: Re: recent visit…
Mr. Grace,
Thank you very much for your constructive input. I’m saddened to hear you had such an unpleasant experience with one of our stores.
We strive very hard to make sure our Krispy Krunchy stores’ personnel are trained thoroughly on proper cooking and preparation techniques, food warming time limits, and correct packaging, as well as safety and cleanliness adherence. From your description, it appears that we fell far short of our expected training results, and I sincerely apologize.
If there are particular concerns that you feel need to be addressed directly with this store, please feel free to let me know the store’s address and I will make sure that these issues are addressed immediately.
Again, please accept my sincere apologies for your recent experience. I will try my best to prevent this from happening again.
Sincerely,
Lawrence H
On Dec 3, 2012, at 4:51 PM, Bill G wrote:
Hello Mr. Howe,
I am contacting you regarding a recent visit to one of your Krispy Krunchy Chicken locations here in Houston. I thought that we would try your restaurant, as there is a location not too far from where we have just moved, and thought that it would be a different option than that of the regular fried chicken at KFC or Church’s, etc.
But, it was a disappointing visit and has prompted me to send this email.
We ordered the large family meal and a couple of sides. When I got home and opened everything up, there were no breasts or wings in the meal at all. It was just legs and thighs, with the chicken tenders. Everything seemed old, dried out and soggy with grease. And the only thing that was fresh were the fries that were made to order. Even the biscuits were dead. The red beans were put into the same container with the rice and just created a big mushy mess.
For a $ 22 family chicken meal that only comes with fries and biscuits, I expected some white meat — as shown on your menu.
Just thought you should get some customer feedback, especially from a first time visitor.
Sincerely,
Bill G