Paid order not received

I placed an order for delivery in the morning for Breakfast and Lunch as I had a busy day scheduled and I didn’t have transportation. Otherwise I would have gone straight to the nearest KFC. The order was place at KFC in Long Street, Cape Town. The order was received by the store and I received confirmation together with the order number. A few minutes later I received a message that my order was on its way out for delivery. I waited for the delivery only to receive a message and emailed stating that my order was cancelled. I was baffled by this so I immediately called the store to find out the reason for my order being cancelled. Please note that I had already paid the order. The response I got from the store was that the driver left the place of delivery because they couldn’t get ahold of me. Please note that I specifically asked for the driver to call me when they get to the small gate. I didn’t receive the call or a message as a sign of attempt. After waiting for customer service for hours to call me, during my limited lunch time, I requested an e-hailing service to take me to the KFC in question. NB I hadn’t had any breakfast or lunch as it was lunch time. When I got to the store they said I must call customer service. I must call customer service when customer service is supposed to be call me. I left my work place to basically do something that I could have done in the office. That didn’t make sense. Why couldn’t the store manager assist me. My order was placed at that specific store. As frustrated as I was, I did that and asked what happens to the order and they said that the driver discards it because he couldn’t reach me. Meaning that the driver has the right ***** my food which I’ve paid for and eat it whilst I’m hungry and inconvenienced. And that okay because I will be refunded in 7 to 14 working days. How does KFC know whether the driver attempted to call me when they didn’t even investigate if what he said is true or false. Customer service went on saying that since I paid online, my money would be refunded and it will reflect in my account between 7-14 day. As if that makes it okay. I was hungry at that point and I didn’t have money or time to look for an alternative.

I’m disenchanted by the way that customers service handled the situation and the fact that I had to request to get to KFC and still not get assistance following a hectic day at work, that got me aggrieved.

As a customer I shouldn’t have to suffer because the KFC delivery process has loopholes. It’s perpetuating theft. It’s giving incompetence. This appears as a norm as they were nonchalant.