Formal Complaint Regarding Repeated Poor Service and Incorrect Orders – Chicken Licken Mall of the South

Dear Chicken Licken manager,

I would like to formally raise a complaint regarding the service and repeated order inaccuracies I have experienced at the Chicken Licken branch at Mall of the South.

I would like to make it clear from the beginning that this complaint is not about one isolated incident. I have experienced issues with incorrect or incomplete orders at this branch on several occasions, to the point where I have honestly lost count. Until now, I have chosen not to complain, but after my experience today, I feel that the matter needs to be addressed.

Earlier today, I placed an order and later returned to collect it. When I approached the collection area, the staff member assisting me took my slip and began packing an order that I could clearly see was not mine.

While she was packing the order, I specifically told her that it was not my order. I said this clearly and loudly enough for the person standing standing nearby to hear me, yet she appeared to ignore me and continued packing the incorrect order before handing it to me

As I was leaving the store, the same staff member came running after me and called for me to wait. She then explained that she had mistakenly assumed I was with another customer whose order she had given me. I returned the order and explained, in a friendly and non-confrontational manner, that I had tried to tell her before leaving the counter that it was not mine.

She apologised and rushed back into the store. I then returned to collect what I believed to be my correct order.

Unfortunately, the problems did not end there.

When I arrived home and unpacked my order ready to eat, I discovered that the sauces provided were incorrect. I had specifically ordered chilli sauce sachets, but instead got three tomato sauce sachets and only one chilli sauce.

What makes this frustrating is that receiving incorrect sauces or having items missing from my order is something that has happened to me repeatedly at this branch. It is no longer an occasional mistake but has become a recurring issue.

I also want to make it clear that I am not raising this complaint because I want the staff member to lose her job. That is not my intention at all. However, I do believe that she needs to be more focused and attentive while serving customers.

Within the space of just a few minutes, two separate mistakes were made with my order. Firstly, I was given an entirely incorrect order despite my attempts attempt to point this out while it was being packed. Secondly, when I eventually received my own order, the sauces I had requested were still incorrect.

This raises the question of whether orders and collection slips are being properly checked before food is handed over to customers. A simple review of the slip against the order being packed could potentially prevent these unnecessary mistakes.

I also found the interaction at the counter unpleasant. The staff member appeared moody and unapproachable, did not acknowledge or greet me, and ignored me when I tried to point out that she was packing the wrong order. Customers should feel acknowledged and listened to, especially when they are trying to prevent an obvious mistake from happening.

I also speak from personal experience, having previously worked in retail and in a customer service environment within the corporate sector, where i dealt with customers and financial advisers and matters involving significant amounts of money, so I understand that fast food environments can be busy and that mistakes can occasionally happen but repeated mistakes and poor customer interaction should not become acceptable because of busyness

My request is not necessarily for disciplinary action against this particular employee, but rather that management addresses the issue. Whether this involves additional training, encouraging greater attention to order verification and customer service or ensuring that staff members responsible for packing orders are focused and attentive, I believe improvements are necessary.

Customers should be able to place an order and reasonably expect to receive what they paid for without repeatedly having to check and correct mistakes.

I have attached photos of the sauces I received as supporting evidence.

I sincerely request that this matter be investigated and that the recurring issues with order accuracy and customer service at this branch be addressed.

I have been a patient customer and have overlooked these issues on numerous occasions, but I have now reached a point where I feel they can no longer simply be ignored.

I would appreciate feedback regarding this complaint and what steps will be taken to address these concerns.

Kind regards,

Kabelo