Bad client service

I bought the nuggets box meal with the fountain coke zero(order 2282) from KFC Ghandi Square on the 30/01/2025 at 09:24. I got my order and checked before I left, I noticed that there was no dip, I then asked the lady who was assisting me who checked my receipt and also was not certain why I was charged R57.90 and R11.00, I asked if the R11.00 was not for the dip as I believe the nugget box meal has a dip.

She then asked her colleague who also seem not sure and they decided to give me the sweet chillie sauce in the mash container. Upon arrival at my place I noticed the coke they gave me was hot without ice, nobody asked if I will be comfortable with taking the coke as their machine is not working hence the coke was hot instead I was given the hot coke.

I then tried to eat my meal, the burger was fine however the nuggets were over fried and tasted as if there were rotten. I called the number cellphone numbers on the receipt which were both on voicemail.

I then contacted the customer care line, I was assisted by Bongiwe who was very professional and I would like to rate her 10/10, she advised she will lay a formal complaint for me of which she did.

I received a call on the 31/01/2025 from a lady who said was the store manager, she advised she will not be able to either refund me or exchange the food as I already contacted customer care, I told her I still have the food and the receipt but she insisted I go back to customer care as she can’t help me, she could have assisted me only if I came back to the store.

My question is, if I attempted to call the store numbers and could not get hold of anyone, was I supposed to leave everything that I am doing and go back to the store for their bad service while there is customer care who I can call to assist?

An apology from the store wont make me feel better if my funds are not refunded, I no longer want their food and I still have the meal, I can take the food back to the store and get my money back. And also the sense of urgency in the store seem like is not part of client service, if the store can go back to check what time I placed the order and after how long I got the order while the store was not that busy, they will see what I am talking about while employees are busy chitchatting.