KFC Cosmo City

THE KFC COSMO CITY CASE REMAINS UNSOLVED

THE KFC COSMO CITY CASE REMAINS UNSOLVED Case Number: CAS-***-N0X9D0 Case Summary: Unacceptable Service at KFC Cosmo City Interaction Summary: Dear KFC Management, I am writing to formally complain about the extremely poor service I received at KFC Cosmo City. On my visit, I first went through the drive-thru to order three Kids Snack Packs (burger and chips) for my three hungry, beautiful children. I placed my order through the speaker, but after taking my order, the lady assisting me went completely silent. She never informed me that she was leaving to fetch a key to open the drive-thru window. I was left waiting with no communication at all. After waiting for several minutes, I eventually drove to the window myself and found her struggling to unlock it. What disappointed me even more was that she never apologised or explained why she had kept me waiting. Instead, she simply opened the window and told me that their card machine was not working and that they were only accepting cash. By this point, I had already wasted about 30 minutes in the drive-thru. She then instructed me to go inside the restaurant, where she said they would assist me. Inside the restaurant, I explained everything to the employee at the till, who identified himself as Donald (Employee No. 66). He told me that his till was also "not working" and that he could only accept cash. He then sent me to use the self-service kiosk. When I got to the kiosk, I discovered that the Kids Snack Packs I wanted were not even available on the kiosk menu. I had to return to Donald again. Suddenly, within about five seconds, he was able to open the till and process my order on the same till that moments earlier he claimed was not working. This made me question whether customers are being given honest information when staff repeatedly say that the tills or card machines are not working. After finally placing my order, I was forced to wait another 20 minutes before receiving my food. I only received my order at approximately 08:45. In total, I spent almost 45 minutes waiting for three small burgers and chips for my children. Waiting for food at KFC should not feel like waiting for your car to be serviced. By the time you finally receive your meal, you have lost your appetite because the frustration outweighs the excitement of eating. The most disappointing part is that my three children were the ones who suffered. They were hungry, and all I wanted was to buy them breakfast. It is ironic that KFC proudly advertises serving millions of meals, yet my own children had to wait nearly an hour for a simple Kids Snack Pack order. When I expressed my dissatisfaction, I was simply given a piece of paper with the following contact details: Store Manager: *** Restaurant Manager: *** I do not believe this experience reflects the level of customer service that KFC promises. As a gesture of goodwill for the unacceptable service, wasted time, poor communication, and inconvenience caused to both myself and my children, I request that KFC replace the same order for my three children free of charge. If this matter is not resolved fairly, I will have no option but to share my experience on social media and with other consumers so they can be aware of the level of service I received at KFC Cosmo City. Finally, I would also like clarification regarding KFC's R2 Add Hope contribution. Customers are encouraged to donate to help feed children in need, yet experiences like this make me question whether KFC genuinely prioritises children and customers. I would appreciate transparency on how these donations are managed and used.