KFC Terrible Customer Service

I would like to share my horrible experience with you.

On the 15/04/2018 I went to KFC Pelican Park, Cape Town.

For my own convenience, I went through the drive thru and purchased a large coleslaw and a small soft drink. I was given 2x regular coleslaws instead of 1x large coleslaw as I ordered, and was told they don’t have large containers. (I am now of the opinion that was clearly a lie, and they tried to get rid of old stock).

To my disgust the coleslaw was off/sour. As I was already home, I was not by the means to return it the same day.

The following day after work, I journeyed to the KFC to return the coleslaw. I did have a problem though, my wife through the cash slip away in the dustbin.

When I arrived at the KFC @16:45pm, the cashier called the on duty supervisor Ruwayda to assist me as I did not possess a till slip for a refund/credit.

I politely explained the situation to Ruwayda. She advised me that policy requires a tillslip for a refund, however she is willing to assist me by giving me two fresh coleslaws. I then advised her that I do not want coleslaw, but will buy a streetwise 3 and that KFC can credit me and I can pay difference of my new purchase.

She said she is unable to do this and that she is doing me a favor by assisting me without having a till slip. I asked her to please check their system to try and retrieve a copy of my order as proof that I made the purchase. I also asked them to check their records to confirm that the coleslaw I returned matched the time and date it was packed.

She outright refused to assist me further, stating I had no slip and that was policy. I could not understand and was flabbergasted. Firstly, they sold me sour/off coleslaw, secondly, now that I am returning it, I am told what I must buy with the value of my purchase. They were only willing to give me fresh coleslaw which I did not want. Even though it is my money.

So after debating with the supervisor about the matter, she said unfortunately she cannot assist me.

I then requested the owner/branch manager’s contact number so that the matter can be resolved. I was given the contact number of Asad- 083 *** 4922, not sure his position but assuming he is the branch manager

I called Asad while standing at the counter, and I explained the situation and he told me the same thing the supervisor told me, that he unfortunately cannot refund me but can only give me fresh coleslaw.

I was furious. Firstly, the coleslaw that I returned was enough evidence that it was purchased at KFC Pelikan Park as the product has a date and time packed which surely can be confirmed by their records. I explained to Asad, that I do not want a coleslaw neither do I want a refund, I would like to purchase a streetwise 3 and that they should credit the value of the coleslaw to my new purchase. He refused as he will get in trouble with head office, this is what he told me. “ I am sure selling sour/off coleslaw to customers should be seen as a bigger transgression as compared to resolving the issue without a tillslip.”

I then proceeded to tell him that as a manager/owner, I am sure he can assist me and make the necessary overrides, notes explaining the situation and exemption, after all, they sold me sour/off coleslaw.

After me having to convince him, he eventually agreed to assist me.

He then proceeded and spoke with the supervisor(Ruwayda).

Ruwayda, then refunded me the value of 2x regular coleslaws. Once I received the refund/money, I left the store without any purchase. Me being furious, thinking to myself that I will not support this KFC.

Gone I am. Heading home deciding now what I am going to eat for supper as I did not purchase my streetwise 3………………………..

Sitting at home having family time, my phone rings at 19:45pm………its Asad.

He then proceeds to tell me that he can’t believe that I ****, and told him that I will purchase a streetwise3 and did not. If he knew that I was not going to make another purchase he would not have assisted me as I did not possess a slip. I explained to him that it was my intension to purchase a streetwise3, but I changed my mind not to do so as I received the terrible customer service from KFC and they were at fault by selling me sour/off coleslaw and that I was not obligated to have made a purchase. Asad was persistent that I am a **** and not a man of my word, and now he is going to be in trouble by head office for assisting me. And how does he know that I bought coleslaw there because I don’t have a slip to prove it and that they checked their system for my purchase on 15/4/18 and found nothing and that he thinks my story holds no truth.

By him telling me this, I concluded that he did not even confirm all the facts with the supervisor as he was not even aware that I returned the products, but has the audacity to call me again this time of the evening making such false accusations.

Thinking to myself how ******** could a manager be! He was more concerned what he will tell head office. He kept on ranting about me not being honest and the trouble he will be in at head office, until I eventually told him that I have nothing more to say and that I do not need to explain myself further to justify why I did not buy the streetwise 3, said goodbye and hung up the phone call.

I was furious by this happenings. Went as far as to go through my dustbin looking for slip which I found.

# KFC sells me sour/off coleslaw. # Refuses to assist me with exchanging the product as I did not possess a slip, even though I returned the product which should be sufficient evidence that it was their product. # Feel I was harassed by the manager, and accused of being a ****. # Pathetic service, train your management staff so that they can deal with customer service adequately. #Unhappy customer