A Despicable Customer Service Experience

Good Morning KFC Head Office,

I trust that you are well.

I would like to bring my experience with KFC to your attention. Which was nothing less than Absolut disgust, ********** and despicable. This will also be my VERY LAST TIME THAT I WILL EVER SUPORT ANY KFC GOING FORWARD!!!.

My Wife and I walked into the KFC Phillip Nel Park (Corner Trans Oranje & Morkel) Saturday Morning the 19th of September 2020. We walked in where a lady by the name of Tears took our temperature and gave us some hand sanitizer, where she advised us that my Wife had to stand on a mark in front of one Order Take Point and I had to stand on another mark in front of another Order Take Point, which does not make sense at all, as we are a couple and surely it’s the norm for a Couple to discuss the menu and decide together on what we would like to eat, so now we had to stand apart from each other 1.5 meters away and shout at each other trying to decide what we would like to order. Eventually we moved closer to each other as it was causing discomfort as all the attention was on us, due to us shouting to confirm our choices.

A very Friendly lady behind the till took our order by the name Tumelo, she offered us a smile, friendliness and great customer experience, thank you for that Tumelo, such experience unfortunately we don’t see that often anymore. Unfortunately for you, your Co-workers outshined your humbleness with the following:

After we placed our order, we went over the seating side of the KFC to wait for our order, where we decided to order some dunked pops. So my Wife took cash and went to the ordering queue again, where she was standing far behind the 2 people in front of her to place the order, where Tears (Lady at the door) told her again to stand in a different spot. The gentleman in front of my Wife was not standing on a Red Mark and was much closer to the lady ordering in front of him, yet nothing was told to them to either move or stand far apart from each other.

After my Wife ordered the Dunker Pops, she joined me again in the seating side and used the chair right next to me, while we are waiting for our food. In the meantime, one of the cleaning guys came out of the kitchen, and both him and Tears was looking at us and discussing us, which they made quite clear by the looks we received. Our order number was called eventually and we went to the counter to take delivery of our food. Tumelo handed our order to us, but asked us to wait at the counter as they were still busy with our Dunked Pops. As she handed us the pops, another guy by the name of Phineas came out from the Kitchen and came up to me very closely (No Social Distance was protrude here) and told me that my Wife and I need to move away from each other and we are not allowed to stand next to each other.

I’m sure by now you can understand that I lost my **** complete as we were targeted since the second I walked into the KFC. My response to him was (excuse my language) Are you ****t Up. We are a COUPLE, we live together, we drove together to the KFC in the same vehicle. We walked into the KFC hand in hand as our idea of starting our Saturday was by having a lovely breakfast together, but NO, that was not the experience KFC thought I deserved.

What I honestly cannot wrap my brain around is the fact that YOU will make us a couple sit apart from each other taking away a loving and quality time spent breakfast together. We are living together, we drove in the same vehicle to your store. We are holding hands walking into your store and this is not acceptable to you. SO MY QUESTION TO YOU KFC…. Were my Wife and I being targeted for being a Same *** Couple that walked into your store????

If we were strangers walking in together, your company policy DEMANDS (How Phineas explained it to us) would have been totally acceptable and understood. Sooo… Your policy is the following, we can walk as a couple in together, we need to order our food apart from each other, we walk out apart from each other and get into the same vehicle together and go home together. This is now making sense to you???

While all of this was happening there was a family sitting in the corner, together, they were either having their food already or looking at the menu, but NOTHING was said to them. It was only my Wife and I that were targeted and overwhelmed by 2 KFC employees telling us that we are not allowed to be together inside of the KFC. Phineas response to me was, it doesn’t matter if we are a couple, but its company policy and we WILL adhere to it. Even Tumela behind the counter looked at Phineas in total disregard as it was pure stupidity, no one in there right frame of mind would think like this.

I have been to 2 other restaurant/take out places since the Regulations changed and the President opened up to the new levels, and I had the most amazing experiences by these two restaurants. Walking in as a couple, having our lunch/dinner as a couple and no one said one word to us. I will not mention them as they don’t deserve to be mentioned in the same bad light as KFC,

My question again to YOU KFC is…. Do you treat all your customer’s like this, or only the Same *** Couples that walk into your store????

I was so upset and disgusted by the experience I received I actually took my food and gave it to a homeless man, I didn’t even wanted to eat. This was a totally waste of time and money, all thanks to KFC.

With this said, the way I was DEMANDED ON SATURDAY…. I will now demand a response from you and action to be taken. Should I not have feedback from you by COB today the 21st of September 2020. I will take this email and will post it on EVERY SOCIAL MEDIA platform that I can find. I will make sure that KFC Headquarter in Louisville, Kentucky, United States will hear of the way that YOU KFC protrudes their name out into this world.

I will make sure that the World knows that KFC is targeting Same *** Couples and that KFC is nothing less than a ****PHOBIC!!

Yours Truly Charlotte and Monique 2 Very disgusted and unsatisfied no longer customers of KFC