Terrible Customer Service

I have never been more appalled at the service from a fast food chain, than I have been with Chicken Licken (Sparks Road, Durban).

On arrival, i was met with a long line of patrons waiting to place their orders. The tillpoint was manned by a single individual that seemed to have great difficulty in communicating with the customers. Finally, after 20 odd minutes and approximately 7 frustrated customers, I arrive at the till point to be served by Cherrity Jwara (as per the invoice). I placed my order for a Family Full House 8 Piece meal, and was asked if I wanted Original or Soulfire. Not knowing which to choose, I requested she give me whatever was ready at that point. Order no #2225

After placing the order and standing approximately 20 minutes, whilst watching customers come in after me, get served and leave, I followed up on my order only to be told that Soulfire chicken was still cooking with a 15 to 20 minute waiting period and the customers that left had ordered Original. However, when ordering, I clearly told the cashier to provide me with whats ready. So i waited frustratedly.

Anyways whilst still waiting, I had witnessed other customers conversations with the same cashier resulting in a customer walking out before even ordering due to the cashier's bad attitude. Further to that, I witnessed another 2 customers request refunds as they had been waiting just like i was, but for much longer. They were refunded by the manager, but was unfortunately not treated with much respect. I also witnessed a customer showing his till slip to the manager with the time 20:13... it was now 21:05 and this gentleman had still not recieved his order.

Finally another customer asks for the manager to complain about the wait.. His order number : #2229. This customer receives immediate service from the manager and has his order handed to him, The manager at that point stated that he is unsure why the backend staff aren't sending out the order as per number sequence. Hearing this, a second customer next to me request feedback on his order as his was order #2228 however the manage himself just did exactly what the back end staff had done. Very poor management. Now i speak to the manager and question how can orders 2228 & 2229 be sent before mine with very similar orders being placed, and my order number was 2225. At this point the manager has no answer for me and tries to apologize. Thereafter hands me my order.

Unfortunately poor management is no excuse for a chain store like Chicken Licken and this was said to him. Further to that, he was informed that my observations will be reported to Chicken Licken, and published on social media so that the community can decide for themselves if they would like to be met with this level of service from a reputable brand.

I do hope that this email isn't taken lightly.