Poor Service Complaint

Absolutely unacceptable service at KFC Flagstaff – this has now happened THREE times in a row. On the first occasion (around 18:30–19:00), I walked in while the doors were open, placed and PAID for my order using the self-service machine, only to be told afterward that they were closed. When I requested a refund, I was told it’s not possible if you paid by card. Instead, they said they would switch the stoves back on to prepare the order. This makes absolutely no sense, why allow customers to enter, order, and pay if you are already closed? Second visit: I ordered via the self-service machine and waited in my car. When I went to collect, a staff member refused to open the door, saying they only open for customers who ordered inside. I had to argue and show proof on my phone before he reluctantly opened. Completely unprofessional and unnecessary. Third visit (yesterday around 19:30): exactly the same situation again. Doors open, my husband goes in, places an order, and only AFTER ordering is told they are closed. This is not a once-off mistake, this is clearly poor management, lack of communication, and disregard for customers. KFC Flagstaff needs to explain: Why are doors open if the store is closed? Why are customers allowed to order and pay before being told you’re closed? Why is there no proper refund process? This experience has been frustrating and a complete waste of time on multiple occasions. I expect this issue to be addressed urgently.