Pathetic Service on HIGH LEVEL

Formal Customer Complaint – Poor Service and Attitude Subject: Formal Complaint Regarding Customer Service – Order No. 519

Dear KFC Management,

I would like to lodge a formal complaint regarding the service I received at your store on Friday, 28 August 2026, at approximately 22:36, as reflected on my receipt. My order number was 519.

I was travelling from Johannesburg on my way to Swaziland and decided to stop at KFC rather than eat elsewhere in Ermelo. Unfortunately, the experience I had at your drive-through was extremely disappointing.

The staff member taking orders at the drive-through, who I later learned was named Pinky, displayed an extremely poor attitude and provided unacceptable customer service.

I initially wanted to order the special that included chicken strips. I was told that they did not have chicken strips and that I should purchase something else instead. The manner in which this was communicated was extremely rude and dismissive, rather than being handled in a polite and professional manner.

We then opted for a Family Fiesta, only to subsequently be told that there was no mashed potato available. At that point, we asked the staff member for her name, but she refused to provide it.

We eventually spoke to another lady who was very friendly and helpful. She explained that she had actually made the mashed potato, which resolved that particular issue. When we asked for her name, she told us that she was Pinky, and the receipt also confirmed the name.

What concerns me most is not simply that certain menu items were unavailable, but the attitude and manner in which the situation was handled. Customers understand that stock can run out and that not every item may always be available. What is unacceptable is being treated disrespectfully when simply trying to place an order.

I strongly believe that Pinky's conduct needs to be addressed by management. If customers are treated in this manner, many will simply choose not to return or, as I have seen happen with other businesses, silently take their business elsewhere without ever making a complaint.

I chose KFC despite having another option in Ermelo, and unfortunately the service I received left a very negative impression of the brand. I am therefore asking management to please investigate this incident and take the necessary corrective action, including addressing the staff member's attitude and customer-service conduct.

I hope this complaint is taken seriously. No customer should feel unwelcome or disrespected when spending their money at your establishment.

I look forward to receiving feedback regarding this matter.

Kind regards,