KFC just can't get my orders right....

So I am duplicating a MrD complaint but KFC are just as much to blame in this mess. Mr D don't seem to care about negative reviews but let's see how KFC respond...

So I order KFC... A double crunch burger... and as a standard they put that nasty "tangy" pink burny sauce on it. I like the burger but I don't like the sauce and I always ask in store or via the Mr D app for them to replace it with "white sauce". However the past two times that I have done exactly that, I still got the burger with the tangy sauce!? And when I do get it that way I end up throwing half the bun and garnish away or trying to pat the sauce off the chicken fillet with a serviette - not very appetizing! So I order it again today and I put the same note on under "Allergies and Exclusions", but I add a note that I will return the burger today if it is wrong. I put a SIMILAR NOTE ON THE DELIVERY INSTRUCTIONS FOR THE Mr. D DRIVER ASKING THEM TO CHECK, after all they are acting as an agent in the supply and delivery of my food...

So 20-25 minutes later the driver arrives with my meal. This is not a"Craving" order - this is supper. I ask the driver if he saw my note as I open the gate and he confirms that he read it and even dictates part of it back to me verbally out of memory... I take this as a good sign thinking I am going to enjoy supper. NOPE! I open the burger in front of him to discover tangy sauce on the burger. So naturally I tell him that I am returning the burger - after all I did make it clear to KFC and Mr D that I would do this if the order was wrong...

So I try keeping the order extras that were fine like the chips, cooldrink, etc so that I can at least eat something whilst waiting for the burger but the driver insists that everything in the order has to be returned so that he has proof that the order was delivered to and opened by me (the customer) but he also reassures me that he will be back with the correct order.

NOPE! An hour later I phone the driver to ask where my meal is. He casually says I shouldn't worry because I will get a full refund. I say "great, but where does that leave me with regards to supper?" He says to me that I should just place another order on the app. I am OBVIOUSLY unhappy about this and he suggests that I phone the call center, which I do.

The lady at the Mr D call center patiently listened to my entire story and apologized on Mr. D's behalf, not that it fills my belly or anything, and offered to process the refund (note that I had to request for my money to be returned even though i never got the delivery). She explained that due to food safety precautions, the driver could not inspect any food which makes perfect sense to me - after all, I don't want anyone else scratching in my food... So I asked if anything stopped the driver from asking the person who handed him the food if the tangy sauce had been replaced with white sauce, and then I proceeded to listen to the sound of crickets for a few seconds as she listened or searched for a reply speechlessly.

I asked for a senior manager or a customer relations manager specifically to phone me back so that they can hear this story too but based on all these reviews here I very much doubt anything will happen...

Now on a more serious note I would like to ask some questions, some of which may be rhetorical but a logical thought process occurs:

1. Is it OK for a customer to go hungry because of a mistake on a supplier's side and because of their "internal procedures"? 2. Is it OK to suggest to a customer that they place another order when you've already dropped them on the first order and didn't even notify them that they are no longer getting their original order? 3. What is the purpose of the "Allergies and Exclusions" note on the app if this is not checked by Mr D? If I had a peanut allergy for example, and I asked both Mr D and the food supplier to make sure that there were no peanuts in the food, I then got the food and ate it but got seriously ill or died because there were peanuts in it... Does Mr D think that they will be absolved from any accountability in a court of law? Health and safety does not entertain ignorance when people die... 4. Maybe not a question for Mr D directly as I am going to post this on KFC's side too, but what is the "write off" procedure for a burger which I have handled, i.e. removing the top bun to look for tangy sauce? After all, COVID 19 is real... I wonder if there will be records of the burger disposal if I check tomorrow or if this was simply put back onto the rack to sell to someone else?

Any way Mr D, my very regular and long-standing business is now gone. You have competitors and I will give them a chance instead. I think KFC can kiss my business goodbye too.