KFC N1 Value Center + KFC = Failure

To: KFC Customer Care Subject: Formal Complaint – Cold, Incorrect & Late Delivery from KFC N1 City Value Centre

Attention: KFC Customer Service

I’m writing to formally lodge a complaint regarding an extremely disappointing experience I had on Sunday, 6 July 2025, when ordering via the KFC app from KFC N1 City Value Centre.

Let me be clear: I do not order from the KFC N1 City Mall branch due to repeated poor service and it seems Value Centre branch is a close competitor, which sadly seems to be them following the same path of poor service and incompetence.

Order Details:

Date & Time Ordered: Sunday, 6 July 2025 at 15:20

Order Platform: KFC App

Items Ordered:

1x Streetwise 4

2x Crunch Burgers

Delivery Estimate: 15:40 (I live just 1.2km away)

What Went Wrong:

1. The Order Was Late – Despite the app promising fresh preparation and quick delivery, the food only arrived at 16: 20 more than one hour after ordering. The app showed no progress until 16:10, and even then falsely claimed the food was "outside" at 16:12 — the driver only arrived at 16:20.

2. The Order Was Incorrect: Only one Crunch Burger was delivered instead of two. This was extremely frustrating, especially after such a long wait and that there was more than myself expecting food.

3. The Food Was Cold and Unacceptable: The Streetwise 4 and the Crunch Burger were ice cold, oily, and the chips were soggy and stale. It was clear this meal had been sitting for a long time — not freshly prepared as claimed.

I stood outside with the driver and customer care on the phone trying to resolve this matter until 16:45 , using over R100 airtime to fix your mistakes!

4. No Receipt Was Included: This raises serious concerns about my privacy and makes it difficult to track or verify the order. A receipt should always be included.

I have the order on my app and screen shots of the process , which I want to tell everyone reading this, make sure you always screen shot things

Attempts to Resolve this were very frustrating and all while my meal or part that was correct was standing outside with the driver getting cold.

I contacted KFC Customer Service — using my own airtime — and encountered unhelpful and disengaged agents. One agent yawned on the call, and others were difficult to hear or the calls dropped entirely.

After three separate calls, I finally got assistance from Kaiya, who was polite and helpful. I ended up in a conference call with KFC Customer Service and the Delivery Company Manager and my expense.

I was told by the driver that he had not been informed that the food was ready — which explains the delay. From the moment he collected the food, he delivered it in 5 minutes. I do not blame the driver for the incorrect order or cold food ! This is a KFC problem

After all of this, I was offered a refund for the missing burger, but this is simply not good enough as it used up my afternoon fixing your issues at my expense

What I Want:

I am requesting a full replacement of my original order from KFC N1 City Value Center at there expense.

1x Streetwise 4 + chips

2x Crunch Burgers

Because:

The order was over an hour late

It was incomplete

The meal was cold, oily, and substandard and I had to spend half the meals cost in airtime trying to resolve the issue

I would like to collect it this week from the Value Center KFC and would appreciate that you arrange this as what happened today is unacceptable!

The KFC app charges more per item than in-store, adds a delivery fee, and requires tipping — all for worse service

This is not an isolated incident. KFC N1 City Value Centre has become increasingly unreliable — small portions, cold meals, and frequent order errors have become the norm. Welgemoed Forum consistently gets it right, so I know it's possible when the team cares.

I’m tired of paying for poor service, wasting airtime to resolve mistakes, and receiving cold, incorrect food. I am a loyal customer, but this experience was simply unacceptable. Unless this meal is replaced, I will escalate this issue to KFC Head Office putting the parties responsible for this let down in a awkward position because this reflects on KFC , the Franchise and the system .

Please contact me directly to arrange a replacement meal, which I will personally collect from KFC N1 City Value Centre to avoid further disappointment.

Sincerely, Travis Gladwin 0636212382