Complaint: Poor Customer Service – KFC Oakdale

Hi KFC Oakdale,

I am very disappointed with the service I received during my recent visit to this branch.

I placed my order using the kiosk, but one machine displayed only item names and prices without pictures. This led me to mistakenly order Dunked Strips instead of Dunked Wings. When I realized the error, I went to the counter for assistance and waited over 15 minutes without being helped, as staff seemed unwilling to assist customers at the counter.

When I eventually spoke to two ladies and politely requested an exchange — even offering to pay the difference — one of them refused and laughed, which I found unprofessional and disrespectful.

I then contacted the 021 number on the KFC website and was advised to return to the counter for assistance. After further delay, another staff member intervened and the order was changed with an additional R5. I would like to thank Thando for stepping in and resolving the matter.

Unfortunately, this is not the first time I’ve experienced poor service at this branch. One staff member, Asiphe, consistently displays a negative attitude towards customers.

I acknowledge that the initial mistake was mine; however, customer service should focus on providing solutions, not dismissing or mocking customers. Due to the lack of assistance, my entire lunch hour was wasted, and I only received my food after nearly an hour.

I hope management addresses these ongoing service issues.