Take ownership of your complaints KFC Queensburgh

Eating is quite an emotional thing. We spend a lot of time deciding what and with whom we are going to share this experience. I decided to treat the family for Fathersday supper. Seeing my father can't go out of the house and it was a special occassion. We got to KFC about 6pm and it was quite. Had a chat to the cashier to ask her whether it was busy today with it being fathersday and just being friendly. Got to pick-up and had a discussion with the chap there too. Only to get to my parents, without the 12 rolls I had also ordered with my barrel of chicken. It was so dissapointing. Everyone was hungry and didn't want me to go back for the rolls, due to time and distance. It was really a let down. I phoned them after supper, and they said they would deliver but I offered to come and collect the refund. When I got back there at about 7.30, and told the cashier what had happened, there was no acknowledgment of what has happened. She just shouted for the supervisor or leader on duty. Who gave her the money and it was given to me. What upset me was that there was NO APOLOGY!. I said to them, are you not at least going to apologise for upsetting my evening. She then called for the Leader again. Who said she was wanting the guy that dispatched our order to come and apologise. I think all your staff need to know, that whether you in the front or the back of the business, you need to take ownership of your customers, and treat them with respect. Treat them as if you were serving your OWN parents. Apologise for your mistakes. That is all we would have appreciated. A lovely evening turned out to be a real ****py one. Dissapointed KFC Malvern in Queensburgh