COMPLAINT - Pathetic Customer Care Service, Money taken from my bank account

KFC Darling Street Cape Town South Africa

I am extremely disappointed in the way I was treated when placing an order with your business, and the way in which my case was handled… which may I add is still unresolved a week later.

1 June 2019 – • Last week Saturday at 18h43 the evening, I logged on to my online profile and placed an order for delivery (attached pic 1 – Order for delivery option) • I proceeded to place my home address, and your system selected the store randomly as to where my order would be coming from, ETA 30 min (attached pic 2 – Delivery details) • Money was then deducted from my account for payment of my order R214,90 (attached pic 3 – Proof of Payment to KFC) • Payment was cleared by the bank and received by the store – KFC Parade (attached pic 4 – Payment cleared by bank) • At 19h43 – an hour later, (30 min later than expected ETA) I logged back on to my profile to check where my order was. • Upon logging on, I was greeted with a cancellation message from the store (attached pic 5 – Tracking order – cancelled by shop) • I then proceeded to contact the customer care number on the website (attached pic 6 – Call logs) • I spoke to Julia, who said she would get back to me, and that she would call the store to enquire. (attached pic 6 – Call logs) • Julia did not get back to me, instead I had to call her back yet again, and she advised me that she is unable to get hold of the store, there is no answer. (attached pic 6 – Call logs) • I then proceeded to search for the stores contact details (KFC – Darling Str, CPT) and called them (attached pic 6 – Call logs) • They KFC store answered immediately. On the first attempt. (attached pic 6 – Call logs) • At the store I spoke to Mxolisi, who advised me that my order was sitting on the shelf for almost an hour and is cold awaiting collection. (attached pic 6 – Call logs) • I advised him that I selected Delivery and Mxolisi then stated it cannot be, as there store does not deliver?? • When I explained the above to him, he could not care less to be honest. • I then contacted the customer care number again to enquire by Julia why she advised me she cannot get hold of the store, as well as to get an update as to how I was going to be reimbursed, and she was conveniently not available to take my 6th phone call • I spoke to a guy named Ian…same story as Julia • I was then SMSed a case number (attached pic 7 – case number) • I have not heard back from anyone since

I would just like to indicate my utter disgust at your customer service as well as the way in which this matter was handled. Not once did either of the 3 even apologise, however chose to issue me with excuse after4 excuse after excuse, 8 phone calls later. I placed an order at 18h43 and at 20h15 I was still trying to explain myself to the same 3 people. My family was not fed that evening, thus leaving my 5 year old hungry and needless to say, all of us disappointed.

Furthermore, Nobody from KFC has bothered to chase up on this case since, AND, to add insult to injury, KFC Darling Street owes me R214,90, which I want paid back into my account with immediate effect. This despite the additional R60 airtime I had to buy, because your staff do not know how to return calls.

I expect immediate payment of my money back

Feedback and an Outcome of payment into my account is expected immediately. I await a response today still

All pictures attached as evidence.