Poor feedback and service and food quality

<p>Hi</p> <p> </p> <p>I have been to KFC in N1 City - Value Centre, Cape Town, twice and it has been such pathetic service quality and even worse food quality! </p> <p> </p> <p>The first time I went was in October 2016 and stood in the drive through for more than a half hour. I finaly got to order and by the time I got the food the portion sizes were embarrassingly tiny and the food was cold. I logged a complaint and the manager called me. I told her that I probably will never return to that bramch after that experience because the fact that it happened indicates that they deem it acceptable to treat their customers with such disrespect by allowing them to wait that and serve them below standard quality of food. She insisted that I give them another chance and gave me a reference number. She even added that I can come after and year and this reference number will still be valid because I said that I seriously wasn't intending to ever return, let alone in a month or two.</p> <p> </p> <p>So I decided to visit the KFC again now on Fridaay 17 February and learning from my last experience, I avoided the drive through. So yes, there a queue and it moved rather swiftly. I came to the counter and told the lady that I have reference number and I would like order as well. She called a manager (Thabisa) whom I gave the reference number to and then I placed my order whilst the manager went on the search.</p> <p> </p> <p>She comes back after 10 minutes and tells me that she cannot locate the reference number. I asked her if she checked as far back as October 2016. She first gasps in disbelieve, as if that month and year never ever existed. She then svreams over to the other manager lady and tells her (in their own African language) that inciident occurred in October, and she chuckles then disappeared into the back office again.</p> <p> </p> <p>Another 15 minutes pass and she resurfaced calling me to quiet side of the shop to tell me that she cannot locate the October complaints book and th e store manager must've carried it off. She asked me to tell her story as she would like to do something for me. I politely told her that I am not there for telling stories and that is the reason why I chose to send an email, so they can have a copy of the story and read it at their leisure. I told her that this is exactly why I advised them to keep the reference number as their expectations and standards are so low that they believe that their muck should inconvenience the complainant even more. I said that I advised them that this was going to be a problem whenever I return and she rep**** very quickly and strongly by telling me that she does not see this as a problem! Well the upset me even more as I had to explain to her that she get paid to be there and I dont! That is her work time and my off time and I have my family waiting for their food. And only then she saw that yes, perhaps not a problem for her, but definitely a problem for me. </p> <p> </p> <p>In my explaining all that to her I mentioned very vaguely what issues I experienced at my last visit and she said that she knows how to sort it and then disappeared again. I thought to myself that I have been there for way too long already and I would leave my number with another manager so that she could call me instead.</p> <p> </p> <p>So by this time, the food (family treat) which I ordered was cold already but I accepted it as I chose to wait and allow her the opportunity to redeem herself as well as restore some kind of acceptability to the KFC brand and the N1 branch, nore precisely. She did the opposite, unfortunately. As she did mention that the store manager was there and he/she didnt have the decency to come out and try to resolve the matter more expeditiously.</p> <p> </p> <p>So anyway, I left my number and rushed home. Only to find out that they mucked up this order as well and again the portion pieces were very very small. I attached some pics but could get a chance to take of all the portions as my kids were so hungry they ate it before I could snap the pics.</p> <p> </p> <p>Yesterday, 18 February, Thabisa did call me to tell me that she managed to locate the reference number. Not apologising once for keeping me there for so long. Then I ask her for an email address as I would like to send correspondence re this whole matter. And she refused and ask me why do I want and email address. Needless to say that is why I chose this platform so that the KFC franchise can be aware of what is happening at that branch and perhaps have it investigated and sorted out.</p>