LOUISVILLE, Ky. — Following an unprecedented and overwhelming response to a free offer of a Kentucky Grilled Chicken meal, KFC has announced that it can no longer accept the free coupon at this time, but it will introduce a rain check program to take care of inconvenienced customers.
"We would like to apologize to our customers who have been inconvenienced by the overwhelming response to our free Kentucky Grilled Chicken offer," said Roger Eaton, president of KFC U.S. "The lines of customers wanting to redeem their coupons have been out the door and around the block, so we're unable to redeem customer coupons at this time."
The offer, which was featured on "The Oprah Winfrey Show" May 5, resulted in millions of coupons being downloaded and lines of customers waiting outside KFC restaurants from coast to coast. While the Kentucky Grilled Chicken introduction was already the largest in KFC history, the overwhelming response of the free meal offer drove restaurant traffic to levels not seen in the brand's 50-plus year history.
While millions of free meal coupons have already been redeemed over the past three days, customers holding a coupon will now be issued a rain check. Those customers may visit a participating KFC restaurant to receive a rain check form. They will then receive via mail a rain check coupon for the free two pieces of Kentucky Grilled Chicken (manager's choice), two individual side items and a biscuit. The rain check coupon, which will be redeemable at a later date for a two week period, also will entitle the holder to a free Pepsi to go with the free meal, as a way of apologizing for the inconvenience.
All rain check requests must be accompanied by an original coupon and returned to a participating KFC restaurant or postmarked by May 19, 2009.
KFC also posted a tweet on its Twitter site with a link to a You Tube video featuring KFC president Roger Eaton, who offered an apology as he explained that KFC could not have foreseen the overwhelming response. (Watch video below.)
Bloggers continue to rant
The blogosphere is rampant with complaints about the failed marketing effort and KFC's lack of foresight. On Twitter, tweets include links to the raincheck offer as well as consumers passing judgement on KFC or expressing frustration.
The Orange County Register's Fast Food Maven blog asked readers to vote on the debacle. By 10 a.m. Eastern time today, 144 said it was "A total mess," 75 said "That's what they get for using Oprah," and 29 said "Great marketing."
The Fayette Observer's Off the Rack blog has multiple posts of customers' complaints of KFC stores not honoring coupons around the country, while a few posts praised Oprah Winfrey and KFC's grilled chicken.
