Mouldy bread served twice at KFC Florida Road – Complaint falsely marked as resolved

I had an extremely concerning experience at KFC Florida Road in Durban that raises serious questions about both food safety and customer service.

I purchased 4 Wings and a Bread Loaf for my pregnant wife. When I got home, she took one bite of the bread and immediately realised that it was severely mouldy.

This is not a minor quality issue. Serving mouldy food is a serious health risk, particularly to a pregnant woman.

I immediately returned to the store and asked to speak to the manager. I showed her the mouldy loaf and she suggested that the mould was “probably due to the heat”, while pointing out that the packaging stated “Best Before 23h59 on 02 March 2026.”

She assured me that it was an anomaly and replaced the bread loaf.

However, the replacement loaf had the exact same best-before date.

When I got home again, my wife inspected the replacement loaf before eating it and, unbelievably, it was also mouldy.

Two mouldy loaves from the same store in the same transaction clearly indicates serious issues with stock control, storage, or food handling practices.

Unfortunately, the experience deteriorated further when I attempted to raise a complaint.

I first lodged a complaint through the KFC mobile app, which was completely ignored. When I phoned to follow up, I was told there was no record of my complaint and that I should have received a case number.

I was then told that the reason I did not receive a case number was because I supposedly did not specify which store the complaint related to. This is incorrect, as I clearly stated KFC Florida Road when submitting the complaint via the app.

I then lodged another complaint through the call centre on 3 March. On 5 March, I received an automated response stating that my complaint had been resolved because I accepted their apology.

This is completely inaccurate.

I never accepted any apology, nor was any proper investigation communicated to me. I was waiting for KFC to investigate the matter and provide feedback on what corrective measures would be implemented.

To date:

• No investigation feedback has been provided • No proper apology has been issued • No refund has been offered for the mouldy product • My complaint has been falsely marked as resolved

To make matters worse, when I tried calling the KFC contact centre again today, the system simply states that the contact centre number is currently unavailable.

Selling mouldy food is already unacceptable. Selling it twice in one transaction, and then mishandling the complaint afterwards, shows a worrying lack of quality control and accountability.

This incident has left me with no confidence in the food safety standards at KFC Florida Road, and very little confidence in KFC’s customer care processes.

I expect a proper investigation into the matter, corrective action at the store level, and a formal response explaining how this will be prevented in future.

Case number: CAS-***-J3D3L8 YUM:***