Unprofessional Customer service Treatment

*Dear KFC Customer Care Team And Management,*

I am writing to formally lodge a complaint regarding the extremely poor customer service and food quality I experienced at KFC Morula Shopping Centre, Mabopane, during the drive-through on 01/01/2026 at approximately 12:30.

When I arrived at the drive-through, there were only three cars ahead of me, and the walk-in section was also not busy. Despite this, I waited almost 45 minutes just to place an order, which was very surprising and unacceptable given how quiet the store was.

After my order was finally taken at the intercom, I was instructed to proceed to the payment window. I waited there again for an unusually long time. When it was finally my turn to pay, the cashier asked me what I had ordered. I politely asked her if she had not already taken my order, to which she responded with a smile as if it were a joke. She then admitted that she had forgotten my order because she was “dealing with a lot of things.”

This situation was extremely frustrating and unprofessional. I questioned why my order was taken in the first place if it was not recorded on the system, and whether the intercom orders are not logged or recorded. She did not give a proper response and simply stared at me before saying she remembered. Because there were vehicles behind me, I could not reverse or take time to re-order properly, which put me under pressure and caused further inconvenience.

To make matters worse, when I reached the collection window, my order was still incorrect. I had clearly requested a bottled Coke, not a cup, and I had repeated this more than once. Despite this, I was given a cup drink. This showed a complete lack of attention and care toward customers.

Additionally, the food quality was very poor. The chicken was not properly cooked — oil was dripping excessively, and some pieces were white instead of golden brown. This raises serious concerns about food safety and standards.

I would also like to mention that on the previous day *(31 December 2025),* the entire drive-through was blocked without any explanation, while walk-in customers were still being served. This was confusing and inconvenient, and no communication was provided to customers in their vehicles.

Overall, the staff at this branch appear to be unprofessional, careless, and unaware of the value of customers. The level of service I experienced does not reflect the standards expected from a brand like KFC, and it risks damaging the reputation of your company.

I strongly urge management to conduct more frequent visits, retrain staff, and closely monitor both customer service and food quality at this outlet.

I trust that this matter will be taken seriously and addressed promptly.

"Kind regards,* Peter M