Angry customer

Dear KFC Customer Care Team,

I am writing to formally raise a complaint regarding a disappointing experience I had at your Ballito drive-thru branch on 03 January 2026.

On that day, I visited the Ballito KFC drive-thru and placed an order for wings and a 6-piece chicken, paying approximately R200. Unfortunately, when I arrived home and unpacked my order, I realised that the wings were missing, and I only received the 6-piece chicken.

At the drive-thru window, I specifically asked for my receipt and was told by the staff member that the receipt was inside the bag. However, when I later checked the bag at home, there was no receipt included. This made it more difficult to immediately resolve the issue.

I then attempted to contact the Ballito store directly using the phone number available, but the number does not go through at all. As a result, I contacted your customer service department, explained the situation in full, and was advised that they would contact the store and that the store would get back to me.

Unfortunately, this never happened. I did not receive any call, message, or follow-up from the store or from customer care.

I understand that mistakes can happen, especially during busy periods, but what is most frustrating is the lack of follow-up and resolution after I made every effort to report the issue through the correct channels. As a customer, I believe it is reasonable to expect that missing items paid for will either be replaced or refunded, and that complaints logged with customer service will be taken seriously and responded to.

I am therefore requesting: • A refund or replacement for the missing wings • Feedback on why the store could not be reached and why no follow-up occurred • Assurance that similar issues will be handled more effectively in future

I have always supported KFC and generally enjoy your service, which is why this experience was particularly disappointing. I hope this matter can be resolved promptly and professionally.

I look forward to your response.