Horrible Experience

I am writing to formally express my deep dissatisfaction with the service I received at your Boskruin branch on 30 August 2025.

On that day, I visited the drive-through and attempted to redeem a R50 voucher that I had generated via my Standard Bank app using my UCount Rewards. The voucher was active and clearly visible on my app when I presented it to the cashier. Unfortunately, she entered the voucher incorrectly, which resulted in it being blocked. She then informed me that the voucher had already been used, despite my attempts to explain that it had not been redeemed.What added to my frustration was her insistence that the issue was mine to resolve, coupled with complaints about the drive-through timer. I was told to reverse my car due to time constraints, which felt dismissive and unhelpful. This is not the first time I’ve encountered staff prioritizing the timer over customer service. The implementation of this timer system appears to have created unnecessary pressure and anxiety for customers, rather than improving service efficiency. It shifts the burden of operational metrics onto the customer, which is both unfair and counterproductive.

I escalated the matter to the store manager, but unfortunately, no meaningful effort was made to resolve the issue.I also inquired about the torn slip I had received, only to be ignored entirely. This lack of accountability and customer care is unacceptable.I was advised to raise the issue with Standard Bank, as KFC does not issue the vouchers directly. However, I believe this response overlooks the nature of the partnership between KFC and Standard Bank. Standard Bank is extending a valuable service to KFC by enabling customers to redeem rewards through your outlets. This collaboration should be supported by proper training and systems on your end to ensure seamless redemption and customer satisfaction.

I am extremely disappointed by the handling of this situation and request a formal resolution. At the very least, I expect acknowledgment of the error, a reinstatement or replacement of the voucher, and assurance that staff will be better trained to handle such scenarios in the future. Management in that store is very horrible .my email address phmatlou@gmai.com