Unfulfilled Order

I ordered a meal on 25 December on the KFC.co.za website around 5pm. The website accepted the order, said it would be fulfilled by their Rosemead branch (in Cape Town) and that the order would be delivered in 30 minutes. I paid with my credit card on the website as well.

However, the order never arrived. We waited for 2 hours before giving up, tried to phone the Rosmead store and the national call centre numerous times but nobody answered either line. The order just never arrived. Nobody called to apologise or explain the unfulfilled order. If the store was closed because it was Christmas the website should not have accepted the order and taken the money off my credit card.

I contacted the call centre a few days later and explained the situation to them (reference CAS-607085-L5R0Q3). The agent said that I must not worry they will process a refund and it will reflect in 3 to 5 working days.

It is now the 18 January and the refund has still not reflected. I have called the call centre twice again and both times I was told by the agent that my case was forwarded to head office and that they are awaiting on someone at head office to respond and approve the refund.

I find it absolutely ridiculous that a company as big as KFC can deal so ***********ly with a very straight forward customer query, and I find it even more ridiculous that in 23 days since I placed the order that was never fulfilled that nobody from KFC has seen it worth their while to deal with the refund or even pick up the phone and call to apologise.