Unreasonable excuse

I am writing to formally lodge a complaint regarding my order (Order No. 2828) placed on 26/02/2026 at KFC Yarona via the self-service kiosk.

I mistakenly selected dunked chicken strips instead of chicken dunked wings. Immediately after noticing the error, I approached the manager on duty, Ms. Molefe/Molese, and politely requested that the order be corrected. She refused to assist or provide any solution.

I then requested cancellation and a refund, which was also refused. When I asked to complete a complaint form, communication was unclear, and I was told that the system would not allow any changes, without any effort to assist further.

On 02/03/2026, I received a WhatsApp message from the manager asking me to return to the store or offering to send an Uber to deliver what I had originally intended to order. The communication was unprofessional. I requested that further communication be conducted via email, but this was refused.

At this point, I no longer wish to receive the replacement order. I am formally requesting a full refund of my payment.

Please confirm in writing within 7 days how and when this matter will be resolved. Failing which, I will escalate the matter to the relevant consumer protection authorities. Customer info as per receipt:KSK-***KSa1038 I look forward to your urgent response.

Yours faithfully, Ntombi