Formal Complaint Regarding Poor Customer Service at KFC Malmesbury

Dear KFC Customer Service,

I am writing to express my deep dissatisfaction with the poor service my partner and I experienced at your Malmesbury branch on the evening of 28.05.25

At approximately 21:48, my partner arrived at the restaurant, well aware that your advertised closing time is 22:00. Despite this, he was left standing outside in the rain without any acknowledgment or assistance from your staff. It was only through the intervention of nearby customers—who pointed him in the direction of another restaurant—that it became clear he was being deliberately ignored.

Concerned, I called the branch at 21:55, only to be told that the store had "closed early." I tried to explain that my partner had been waiting outside for over 15 minutes, but the staff member on the phone was dismissive and abruptly hung up on me. This behavior is unacceptable and deeply disappointing, particularly from a brand with the reputation and scale of KFC.

As a loyal customer, I feel let down and mistreated. Basic customer service was not only lacking but actively disrespectful. I strongly urge KFC to investigate this incident and to provide staff at this location with proper training in professionalism and customer care.

I would appreciate a formal response regarding this matter, including any steps you intend to take to ensure similar incidents do not occur again.