Poor service along with a rude Manager

On New Year’s Eve at approximately 18h00, I visited KFC Darwin in Kraaifontein Cape Town to purchase meals for seven guests visiting from Australia and Dubai. They specifically wanted to experience South African KFC ahead of our New Year’s Eve braai.

After placing and paying for the order, I was informed by the store manager, who identified herself as Tania, that all seven meals would be served only with wings as the store had prepared too many wings and was getting rid of those first before offering any other chicken pieces.

I queried how customers could be forced to accept specific items due to poor internal planning. Instead of addressing the concern professionally, the manager became rude, defensive and dismissive all in front of my family and overseas guests. My guests were visibly uncomfortable and shocked by the lack of basic customer service, to the point where they suggested leaving the store entirely.

The interaction created the clear impression that the manager was unhappy to be working on New Year’s Eve and that this frustration was being taken out on customers. What should have been a positive experience showcasing South African hospitality turned into an embarrassing and disappointing encounter.

For a global brand like KFC, this level of service is unacceptable. Customers should never be forced to accept limited menu options due to staff planning failures, nor should they be spoken to in a disrespectful manner.