Worse Customer Service Experience and Disrespect!!

The level of disrespect and unprofessionalism is just one of their core values! So, I went to KFC Gillwell Central road (KFC-1111) on the Saturday, 1 March 2025. I ordered our 9 piece bucket at 18:52 at the self-service machine. I then proceeded to sit down to wait for my order while positioning myself to see the order screen list that displays the waiting and collection of orders. Minutes pass by and my order is not out, I go check and I see that it's still on the waiting side. I then proceed to go and sit down and wait for the order. A few minutes I see the ordee screen has been cleared. I then go an enquire about my order. Only to find customers providing staff their receipts for their orders. Confused as I am. Just like a few others one of the staff tells us that we must wait 4 minutes for the meat. Thinking I'll be assisted they continue collecting other customers receipts. I then ask what about us who've been here longer the staff ignore me and continue to collect other customer receipts. After several collection and other customers getting their orders. One of the staff takes my receipts but stands in the kitchen, so I am confused why is she just standing there and not packing my order. Another staff tells us we will have to wait for another 10 minutes! That's when I lost it. I nicely called the staff(lady) to provide me with my receipt and left the store.

Thereafter, she then followed me qith another staff and she asked me to explain why am I leaving. I then told her I've been at the store since 18:52 and customers who bought food after me had long left the store/franchise. And what's worse his how staff members continued to collect receipts from their "preferred" customers! Ignoring me blatantly and my comments of dissatisfaction on how they were handling the food collection.

Thereafter, furious and feeling disrespected I sent an email to KFC on their customercare.I received an acknowledgement and a reference number CAS-***-F7W7S9.

Thereafter, I received a call from one of the customer care consultants who said they would escalate to the store. A few hours later, I received a call from one of the store supervisor/manager (Naledi). She acknowledged my complaint and apologized...a clear hogwash! She said ahe would call me back to advise how they will resolve this matter. This Monday, 3 March 2025! Today, it's the 8th of March and I have received no call or any form of feedback on my complaint.

This is my second complaint at the store in 2/3 weeks after receiving a wrong order!

I do want to add this and when I spoke to the store supervisor/manager I told her that, my observation at the store (as I am a frequent customer) is that they are disrespectful and unprofessional because of having predominantly black customers who are either uneducated or do not have the knowledge on how to keep the store accountable of their actions and service promise. They then have the mindset of doing as they please because they will get away with it! Also, the fact that there's no public display just like other outlets of who are the managers on duty and responsible for which area at the store. This just shows that there's no proper structure and organising.

I am really disappointed and furious about the level of disrespect and unprofessionalism received from KFC! Truly disgusting!