Ongoing Customer Service Issues at KFC Ninapark

Dear Sir/Madam,

I would like to formally lodge a complaint regarding consistently poor service I have received at the KFC branch in Ninapark, Pretoria.

This was my third negative experience at this particular branch. On two previous occasions, my order was incorrect, despite having paid for items that I did not receive. I did not check the orders at the time, as the order is repeated multiple times: first at the intercom, then again at the pay point, and once more at the collection window when the receipt is checked and the order repeated. As a customer using a drive-through—especially when in a hurry—it is reasonable to assume that the order is correct after these multiple confirmations. Unfortunately, on both occasions, I only discovered the errors once I arrived home.

As a result, I avoided this branch for some time and used another KFC with significantly better service. However, that branch is out of my way, and I would naturally prefer to support a branch closer to home. After a few months, I decided to return to the Ninapark branch to treat my family, hoping that the service had improved.

Regrettably, the experience was worse than before. While placing my order at the intercom, the staff member was speaking loudly to colleagues in the background in another language. I had to wait for her to finish before she rudely said “hello.” While I was placing my order, she again spoke to someone in the background and then said “hello” once more, indicating she had not heard my order. I was forced to repeat myself before being told to drive through.

At the pay point, the environment was extremely loud due to staff conversations, making it difficult to hear the cashier confirm the order and payment amount. After paying, I proceeded to the collection window, where a staff member asked for my receipt, checked the order, and then instructed me to park and wait for my food. I explained that I would prefer to wait in the drive-through queue. The staff member became visibly irritated, made a dismissive sound, and shouted while walking away to her colleagues.

Shortly thereafter, a cold drink was pushed through the window without any acknowledgment. When I politely pointed out that I had ordered a Coke Zero and not a regular Coke, the staff member again reacted with irritation before replacing the drink.

By the time I received my meal, I was extremely dissatisfied with the overall service. The behavior displayed by multiple staff members was rude, unprofessional, and unacceptable. I strongly believe that management intervention is required at this branch to address customer service standards.

I would also like to add that asking customers to park and wait for their food defeats the purpose of a fast-food drive-through. If customers are expected to leave the queue and wait elsewhere, it significantly undermines the convenience that a drive-through is meant to provide.

I trust that this complaint will be taken seriously and that appropriate steps will be taken to improve service at the Ninapark KFC branch.

Yours faithfully, Benjamin