Poor Service from KFC Kempton Gate

On 23 October 2025, at approximately 19:30, I, Ngwenya Given, with contact detail 0684494131, residing in Terenure, Kempton Park, approached the KFC Kempton Gate Mall Drive-Thru to purchase a Streetwise 2 Pap meal. After placing my order, I was instructed to wait 20 minutes for my meal, following an initial 5-minute delay prior to ordering. When I raised my concern regarding the excessive and habitual delays, the manager on duty, identified as Joyce, responded in a discourteous and dismissive manner, instructing me to “go to another branch” if I could not wait. This conduct constitutes a dereliction of duty and a violation of the imp**** contractual obligation to provide prompt and courteous service. Such behaviour and inefficiency amount to a breach of Sections 54 and 55 of the Consumer Protection Act 68 of 2008 (CPA), which guarantee every consumer the right to timely, efficient, and quality service and prohibit suppliers from rendering service that is defective, unreasonable, or substandard.

This incident, coupled with repeated occurrences of similar service failures, evidences a systemic pattern of non-compliance with the statutory duties imposed by the CPA. The branch’s conduct further contravenes Section 48, which prohibits unfair, unreasonable, or unjust conduct by suppliers, and Section 3, which enshrines the principles of fair dealing and good faith in consumer transactions. Accordingly, I hereby demand formal remedial action, including a written apology, a management review of operational inefficiencies, and the implementation of corrective measures to ensure future compliance. Failing a satisfactory response within seven (7) business days, I reserve my right to escalate this matter to the Consumer Goods and Services Ombud and to pursue further legal remedies in terms of Section 69(d) of the CPA.