I am writing to express my displeasure at the treatment and poor customer service experience I recently had at the Sunnybank KFC store. On the Saturday night in question, my partner and I pulled up to the drive-through queue at 9.20pm (the store closes at 10pm), where there was a 8 car lineup already. If not for the 2 cars that pulled in behind me at this point, I would have gone somewhere else for dinner. We sat in line until finally moving forward to the first window (where you order and pay) 20 mins after this. The teenage boy serving was waiting in the hallway doing nothing, while the car at the window was stationary waiting for the queue to move forward to the next window (he should have been helping the obviously understaffed kitchen people to get through the orders!) Through the window while we waited there was a female staff member wandering around the dining room lethargically wiping empty tables and rearranging chairs. Why was she not in the kitchen area serving customers? After finally ordering, we sat in line for another 25 minutes until we reached the second window (where you collect your order), only to be told they had run out of chicken. No chicken. At KFC. At this point I was frustrated and annoyed at the lack of concern showed by the boy serving. I commented to him "What do you mean you're out of chicken? Why did the guy at the first window not mention this when he took our order? We've been waiting in the drive through for 45 mins, this is ridiculous!" The boy said, complacently, "oh. sorry". He then went to the kitchen and made up our order (while we were waiting at the window still) using nuggets (which were cold and burnt) instead of the chicken we had paid for. I asked to speak to the manager (of whom there was no sign) and was refused, then I requested a complaints hotline number through which to make a complaint. (NT, I have employment experience at another Yum! Brand company, which has a Customer Service Hotline number that is follows up complaints within 24 hrs!) The boy said "we dont have any numbers", and when I said yes you do, all of the Yum companies have head offices from which they run operations, he wandered out the back to talk to someone else. About 10 minutes later he came back with a number and said "call this" and grunted at me. All of this took place with people behind us beeping their horns and yelling abuse. Finally we pulled out of the KFC drive through at 10.25pm (25 mins after they had closed), with cold incomplete orders. The next day I contacted the KFC complaints office and left a detailed complaint and contact information, and received a token auto response email that someone would contact me within 3 days. It is now 2 weeks later and I have heard nothing. The lack of customer service and management instore responsibility is appalling. KFC has lost me and my partner as customers, and I will not hesitate to share my experience with anyone else. What is the purpose of a complaints process if there is no-one to provide feedback to disgruntled customers?
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