Unresolved case CAS-577438-F8T5M2

Gooday,

I would like to share my experience with a KFC Branch, I have already contacted the customer care and exposed the branch.

I was impressed at the Covid-19 measures in place as we were asked to wait at the entry to get sanitized and temperature checked. The lady proceeded to clean and sanitize the allocated seating.

I ordered the Crunch Slider Meal for R49.90. The wait for our order was long, the cleaner asked me if my order was not called, I went to check but no one gave me the attention. There were 3 meals ready when I came to the counter, finally I got my order. I sat down to enjoy my meal and found ingredients just thrown around in a box. The chicken sliders' meat was so small I was choking on the bread. I proceeded to the counter to ask if this was a mistake and they tried to convince me that it was the same as in the pictures. The general energy in the store was bland, it seemed the staff was not happy about something and that should never show to the customers. A staff member who was having a discussion/meeting with the manager approached me and asked what I was unhappy about. I told her and she asked to prove to me that it could be prepared better. I waited and received 2 new sliders and opened them at home, unfortunately the presentation was just the same but the chicken portions were at least bigger. I realised then that we were not given the drumstick portion of chicken included in the meal.

I immediately sent an email to customer care and received a reply the next day requesting for contact details which where on my email already. 5 days later I receive an email saying the case (CAS-577438-F8T5M2) had been resolved but its nature/type was not confirmed. How did the solve the problem, so quick too...guess if I go back to that branch and order the same item I will get a better product and wonderful service, RIGHT??????

My overall experience was really unsatisfying. I am embarrassed by the general customer service experiences in this country. Quality management seems are over looked in many industries, especially the food industry. Quality is everyone's responsibility from the ******* collector, to the chicken/chips frying station and even the person pouring ice cream from the machine. We pay for service and a product and in the case of franchising both these are very important in keeping your customers happy and coming back.

I hope you are willing to address this issue and succeed in introducing change to your company by learning from situations like these.