BAD Experience at KFC Lichtenburg Mall

I am writing to formally lodge a complaint regarding a distressing experience at the KFC Lichtenburg Mall branch on December 24, 2025. The following account details the unprofessional behavior, service failure, and targeted harassment we endured:

"On the 24 December 2025 I walked into KFC Lichtenburg mall. As we all know if you paying via card you need to use the kiosk. I placed my order for 21 piece bucket, 2 burgers and mash and gravy. After making payment I received my order number on the screen which was 1941. And by now we all know you don't receive a order number if you didn't pay. A few minutes later my sister also placed an order at the kiosk but before she could finish the machine switched off. So she had to go order at the counter and was told the chicken was going to take 25 minutes and we agreed. When my sister received her order I asked where mine is as I ordered before her. They then told me there's no order showing on their side which means I didn't pay. I asked to see the Supervisor to my surprise she said the same thing and then demanded to see proof of payment. I went out to the car to get the proof showed it to her then she told me that proof doesn't mean anything it will reverse.

At this point my blood started boiling. So I then asked to pay for a new order seeing that she said the money will reverse. She then had a stinking attitude telling no you can't order new food nor can you get your old order because it will reverse. She spoke down to us screaming and shouting refusing to help.

Never in my life did I see a superior addressing a customer like she did. How did she get the job, where did she do her training because as far as I know one should always try to please your customers so that they can return. No not Veronicah.

It went on and on for 2 hour's. My brother walked in asking what's the hold up. We explained the situation to him and he phone a number they told us to phone and within minutes the issue was resolved asit should have been from the start.

She was told to prepare our order. And that a reversal will be done. With this being said she stormed out of the store.

Mind you we were on our way to Mafikeng which we explained to her in the begging. But she couldn't care less and she delayed our trip by wasting 2 hours of our time.

The food we received was disgusting because it was burned to the core. Which was obviously done on purpose. And if my order didn't show how did they know what to prepare.

Up until today no refund and no apology.

Veronicah needs to apologize formally and needs to go for a hearing as she has no self respect to speak and treat customers the way she did."

Summary of Grievances Customer Service: Extreme verbal aggression and "stinking attitude" from Supervisor Veronicah.

Operational Failure: Systems failing to reflect paid kiosk orders and a refusal to honor digital proof of payment.

Malicious Service: Delivery of "burned to the core" food following a forced intervention.

Financial Negligence: Failure to process the promised refund/reversal.

Required Action I expect a formal written apology from the supervisor in question and a full refund for the inedible food and the distress caused. Furthermore, I request that management initiate a disciplinary hearing regarding Veronicah’s conduct to ensure no other customers are subjected to this treatment.

I look forward to your prompt response and a resolution to this matter.