Based on your level of service, KFC will always have unhappy customers

On the 1st of March 2024 I placed an order on the KFC App for delivery. This was not my first purchase. Items was placed in my cart and ended of my payment and authenticating via my banking App - money deducted.

Minutes later I discover, I not receive a SMS as confirmation and no driver was assigned to my order or that it was in progress - non occurred. I contacted the customer call centre after I looked for all possible clues before I call. I spoke with two different agents that Friday evening. Both agents told me that they can see my funds on their side but the order was not received by the store. The other agent told me that their was a technical issue with the KFC App and im not the only one. They told me that I will get an sms with my REF number, which i didnt get. The only sms I got was to rate a service - which I didnt do.

Tuesday, I called again as I did not receive my REF and the KFC store in Zevenwacht cant assist as I placed my order on the App. The lady I spoke to from the Call centre informed that my case is escalated and she is only able to email my REF as she cant SMS.

Monday 18th March, I emailed(reply) on the email I received with my case number asking for an update.

The email indicated yet again that it has been escalated yet they need proof of the transaction. I have no problem with providing the info, but informing a week later again that it is escalated - seems like someone if giving me incorrect information, and if it was escalated, why wasnt I contacted by any of the management team members.

If I didnt email them yesterday, they wouldnt have followed up with me. Its ugly enough that the service I get in a walk-in store is ruthless, I get it from their contact centre as well. Are they trained not to give excellent service.

Lastly, if they had a technical error with their banking App and my funds was deducted, my bank account is also vulnerable. You are also compromising my phone and its data.

This is really sad , based on your level of service, this is what you create. Unhappy, unsatisfied customers. KFC creates rude customers.

CAS-***-W9T7Y0 YUM:***