Formal Complaint – Unacceptable Service Experience at KFC George N2 (Online Order #111869)

Dear KFC Customer Care Team,

I am writing to formally lodge a serious complaint regarding an extremely poor and unacceptable experience I had at KFC George N2 on the day of my online order.

At 13:45, 06 January 2026, I placed an order via the official KFC online application. The app confirmed that my order would be ready at 13:52, 06 January 2026. Being reasonable and considerate, I planned my lunch for 14:00, allowing additional time for my walk to the store.

I arrived at the branch at approximately 14:03 and presented my online order number #111869 to the staff member at the front desk. From that moment onward, the situation deteriorated rapidly.

The staff member had no understanding of how online orders work and appeared completely unfami**** with the process. After going back and forth, I was then wrongly accused of having sent someone else to collect my order. This accusation is not only false but insulting. I have never, in my history of ordering takeaway food, sent another person to collect my order. I personally arrived to collect it, on time, with full proof.

Only after I showed both the app confirmation and the SMS confirmation did the staff reluctantly acknowledge that the order existed. When I reasonably asked whether staff are trained to match the customer’s order number with the store’s order slip, I received no response at all.

Please note that my lunch break is 45 minutes. I ended up standing inside KFC George N2 for my entire lunch break. After approximately 20 minutes, staff finally “found” the online order slip, yet it had never been processed. No urgency was shown, no apology was offered, and no accountability was taken.

To make matters worse, the staff member responsible for packing orders displayed a clear attitude problem, including telling me where I should stand, despite the fact that I had already been waiting far longer than acceptable. The situation escalated to the point where the manager (who I assume was the manager) had to intervene and question why my order had not been prepared, especially while later orders were being fulfilled ahead of mine, despite my use of the Q-Skip feature.

Ultimately, the manager was the only staff member who acted professionally and helpfully, and in fact had to pack my order personally. This alone speaks volumes about the lack of training, accountability, and customer service from the rest of the team.

In summary:

My online order was not processed despite being placed correctly and on time

I was falsely accused of having sent someone else to collect my food

Staff showed a shocking lack of understanding of online orders

I was treated with poor attitude and disregard

I stood for 45 minutes, losing my entire lunch break

The situation was only resolved because the manager intervened

This experience was a disgrace and far below the standard expected from a brand of KFC’s reputation. I expect this matter to be taken seriously, investigated internally, and addressed with the relevant staff. Customers should not be punished for using your online ordering system, nor should they be accused or treated with disrespect for failures that are clearly operational.

I look forward to a formal response explaining how this will be rectified and what corrective action will be taken.

Regards,

Lesley Willemse