Unacceptable Service at Dobson Point Soweto.

I am extremely disappointed with the service I received at the KFC Dobson Point Soweto. The wait time was excessively long, with no explanation provided and no effort made to keep customers informed. While customers inside the store were left standing and repeatedly complaining about the delay, the drive-thru was being serviced smoothly and continuously, which only added to the frustration. The staff’s attitude was unacceptable. Two staff members, Matilda and “Sunshine,” who were at the front of the line, were dismissive toward customer concerns and offered no feedback, reassurance, or apology regarding the delay. None of the six visible staff members on duty appeared concerned about the growing dissatisfaction of customers inside the store. There was a clear lack of professionalism, politeness, and basic customer care. What made the situation worse was the manager’s conduct. At one point, the manager walked out and asked the staff, “Why are these people standing here?” not with a tone of concern, but one of clear annoyance. Later, around 22h10, the manager (wearing glasses) came out of the office complaining to her team that they needed to hurry up because she wanted to go home and had already called her transport. She stated that she wanted everyone out of the shop by the time it arrived. This made it very clear that closing up and personal convenience were being prioritised over customer service. At no point did any staff member offer an apology or show empathy for the delay. When I eventually received my order, it was handed to me by the manager herself in an extremely cold manner the bag was simply pushed in front of me, she looked away, said nothing, and walked off. There was no apology, no acknowledgment, and no sincerity whatsoever. To add insult to injury, when I finally got home hoping to at least enjoy my meal, I discovered that my Streetwise 2 with chips had no condiments included. This entire experience reflected a complete lack of care, accountability, and customer service. I expect far better from a brand of this size, and I sincerely hope management takes this complaint seriously and addresses both staff behaviour and leadership at this store.