No delivery received

What a bad experience I had I've never been so Livid. On the 30.11.22 @ 19:40pm I placed an order via the KFC App which my order was tracked from KFC Southgate.

To my surprise @ 20:18pm I receive a notification to rate the delivery when the food was not even delivered to me. I called customer care line to be told that there is nothing they can do at this point as their system show that the food was delivered which they logged a request for a refund WHICH THEY SAID SHOULD TAKE 7-14DAYS when my money was deducted from my account instantly.

My husband than called the store directly and spoke to a lady by the name of Portia (that's if the name we were given is correct) when my husband mentioned that we did not receive the delivery her response was that they gave the driver the food therefore it's not their fault if the food was not delivered chances are the food was eaten by the drivers and that has nothing to do with the store. Imagine getting such a response when I have my kids hungry waiting for food that I paid for. This lady was so rude I couldn't believe my ears I just pray that their calls are recorded as I wish someone senior or someone that knows customer experience from KFC can listen to how their staff address customers.

When we asked to speak to a manager a guy by the name of Themba again that's if we were given the correct name laughed at me when I asked for the lady's full name to log a formal complaint asking me to forgive her while laughing at me. I further asked for his full name, and he told me that's not allowed by KFC to provide a customer with their full name.

Eventually the second order was delivered which was cold around 09:15pm. I have never ever received such bad experience in my life I just pray that these interactions were recorded. KFC Southgate will never see my money again sies.