Bad customer experience at KFC

Date of Visit: 2025/06/28 Location: KFC – Total Energies, Matlosana Mall

Yesterday afternoon, I stopped at the KFC located at Total Energies near Matlosana Mall. I walked in to place an order and waited at the counter with cash in hand. I greeted politely and waited for approximately 5 minutes before being assisted.

When I was eventually attended to, I asked for a Zinger Box Meal, then corrected myself and requested a Zinger Fully Loaded Box Meal. The cashier responded that he would first check if Zinger fillets were available. I said that was no problem.

After checking, he returned and proceeded to place the order. At that point, I asked if he could change the order to the Zinger Fully Loaded Box Meal with Zinger Wings. His response was, "I already placed it and you’ve changed your mind too many times." Please note — I had not yet paid.

I then asked if the order couldn’t be cancelled and redone, and he rep****, "Eish, it’s a bit hard."

Feeling disappointed and unwelcome, I simply said thank you and walked out of KFC without completing my order.

My questions are:

Was I wrong to request a change before making payment?

Am I not allowed to adjust my order prior to finalizing it?

In my opinion, the cashier’s tone was arrogant and dismissive, and I experienced a clear lack of customer service.

I then drove down the N12 highway to the KFC in Klerksdorp on Latham Street. There, I was welcomed warmly, placed my order smoothly, and received my food within 10 minutes. The difference in customer service was night and day.