Extremely Disappointed with Service – Order via KFC App on 28/09/2024

I am writing to express my deep disappointment with the service I received after placing an order via the KFC app on 28/09/2024 at the Khayelitsha restaurant, Cape Town. I placed the order at approximately 3:30 PM ORDER NUMBER 111363, and the app indicated that I should expect my delivery around 4:14 PM.

However, from 4:30 PM onwards, I had to make multiple calls to your customer care line (***) to inquire about the status of my order. During my first call, Zama informed me that the restaurant had just handed the order to the driver. I called again at 5:00 PM and spoke with Zama once more, and this time she relayed that the driver was at the restaurant, waiting for my order. Each time, I was placed on hold while she confirmed this information with the store.

At 5:30 PM, I called again and spoke with an agent named Khaya, who told me the driver was still at the restaurant and that there was a delay due to payday. He suggested that I could request a refund if I wanted to purchase from another place. I asked if that was the only solution he could offer after such a long wait, and he said it was a suggestion. I informed him that I would wait until 6:00 PM, as the restaurant closes at that time, and follow up again. He mentioned that customer care lines close at 10:00 PM.

At 6:00 PM, I called again and requested a refund, which I now must wait 7 to 14 working days for. I am left wondering what I am supposed to eat in the meantime.

This entire experience has been incredibly frustrating, and the service I received was unacceptable. I expected far better from KFC, and this has been the poorest service I have ever encountered.