KFC Modimolle - don't bother going there if you like to be treated as an actual customer

On 15 April 2019 I was on the road to Lephalale and stopped at Modimolle KFC for a crunch burger. It has been almost a year since I bought anything at this particular store, because there is ALWAYS an issue and I later on felt bad for lodging a complaint after about every visit. So I just stopped going there.

It was just before 19:00 and the drive through had a couple of cars, so I decided to get out and order in the shop instead. I was second in line and had my order taken quickly by a friendly cashier. And that's where it ended.

After almost ten minutes and scores of people who ordered after me have received their orders, I asked the cashier what the holdup is. She asked a guy in the back and he shouted back I must wait two more minutes. I asked to speak to the manager and he left to go finish my order. I then asked to be refunded so that I could leave, but everyone in the store just ignored the cashier who relayed my request.

Eventually after 12 minutes (I actually stood and watched their screen tick by the minutes) they threw the burger into their warming thingy and the cashier was so flabbergasted and said she was very sorry. Do I want the burger now - more than 12 minutes - or must she call for the manager for the refund.

I took the burger and left before I either started to scream or cry.

The next day I phoned customer care and explained the situation. The lady said they should have told me that it was going to take that long. They didn't. And if they did, I still had 100km to travel that night, so I definitely would have opted for another option if that had been the case. The lady said they will address the issue internally.

Well, that is just great! How many times have I complained about this store and it just never ever got their act together. They were able to help countless cars through the drive through that night and so many people in the store - all of those who received their orders, except two, placed their orders AFTER me. It was bigger orders. And one crunch burger was too much to ask.

So now, a week after, I have had NO feedback except for two sms's directly after my call giving me a reference number and a promise to resolve the issue with immediate effect.

What was resolved? How was it resolved? WHAT ACTION was taken against the people responsible?

There is just no accountability. The staff can do as they please as they know there will never be any repercussions.

This store is an absolute stain on the KFC brand with no signs of an attempt at improving!

And great stuff customer care for your non-existent feedback.

I guess a crunch burger is just a crunch burger and the client just one of so many that they don't mind losing the one...