KFC Okavango (Cape Gate)

I visited KFC Okavango (Cape Gate) just now to order the all Star Lunch Box. Instead of a cup of soda I wanted to replace that with water. The cashier told me that this is only available if I take the R65 option and not the standard option. I raised my concern that I have actually been able to replace the cup of soda with water at no extra cost at KFC Plattekloof. The attitude and dismissive nature of the cashier (Simlindile) at that KFC Okavango is worrisome and far from what you’d expect from a customer service representative. In the interest of not wanting to cause a bigger scene, I processed to the collection window where I raise this issue again. The coloured lady addressed my concerns in a more professional manner and indicated that the bottle of water is more expensive that the cup of soda. When I also brought it to her attention that KFC Plattekloof pricing actually allows (through the system) to replace the cup of soda at no extra cost she indicated that they are a different Franchise. I however expected that KFC pricing to be the same regardless of the Franchise and also raised this with her, to which she response that she’ll take it up with the management to look into that. I was satisfied with this response and how it was handled, but have one complain and one question: Shouldn’t KFC pricing be standard across Franchises? So if KFC Plattekloof is able to replace a coup of soda with a bottle of water at no extra cost, isn’t that supposed to be standard across all KFC stores? Simlindile’s attitude at KFC Okavango seriously needs to be addressed. I do not know if the fact that I spoke and ordered in the same language as her native languages makes her think she can treat me with less respect in comparison to those that speak different languages to her. But this needs urgent attention and looking forward to hear your take on the values that are supposed to be upheld by staff in your Franchises.