KFC - BLOUBERG - CAPE TOWN - PATHETIC SERVICE - NO FOOD - NO REFUND

The following email was sent to "***" and "***" on 07.10.2019 and I have to date not had response.

"To whom it may concern

Thank you for the opportunity to express my absolute disappointment with the service I received from the KFC outlet on Marine Drive in Blouberg, Western Cape.

I placed an order online and used the check-in facility at 8:11pm before I made my way to the store. Upon arrival I noticed my name on the digital board under items being prepared. After about 15 minutes when there appeared to be no movement and other customers had come and gone with their food already, I asked my son to go to the counter to enquire as to when our food would be ready. The restaurant at this time was empty. Three staff members walked by the counter and ignored my son. We being the only two customers in the store didn’t trigger any sort of action from them at all.

When I myself went to the counter, I received the following responses:

1. When I asked when I could expect my food to be ready as my name had been standing on the board by that time over 30 minutes – “Eish.” 2. They said that the online ordering system did not allow them to view what I had ordered and therefore my order would not be prepared until I confirmed what I’d ordered. I must therefore ask… WHAT is the purpose of all that rigmarole of ordering online and checking in when it does NOTHING to make a purchase more convenient? 3. When I asked why my son had not been attended to - They didn’t see my son standing at the counter. 4. When I asked how to go about cancelling the order (because by that time there was no way I was accepting food being prepared by the staff there) – They said that I would have to cancel online. 5. When I asked how to cancel online because I couldn’t find the option – They said that they don’t know how the online thing works. 6. When I asked about getting a refund from the store – They said that they couldn’t refund me because I’d placed the order online.

I asked them to contact someone who could help and never saw that lady again. At some point about 10 minutes after that, the male manager came out to show me a whatsapp conversation he had been having with someone who advised that I would have to contact someone else. I was beyond aggravated that I had to spend more money making calls, having driven to the store, then being out of pocket and STILL no food.

There was no urgency about them despite the fact that my boy and I had by that time been waiting for food almost an hour from when we placed our order.

I am again furious just thinking about the blatant lack of customer service, no apology, no empathy… nothing! The way that we were treated is disgraceful and either an indictment of the standard you accept from your franchisees, or, if it has never been brought to your attention before, just general practice at that store.

I am out of pocket R156.80, my boy didn’t get his KFC (the once-a-month treat that I can afford), and I’m left with such a bitter taste for a brand that we have always loved.

Please advise what I need to do to at least recover my money."