Brand's performance
8.0
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
6.9%
Average Response Time
1.4%
Solution Rate
7.1%
Average Ratings
23.3%
Customer Retention Rate
0%
Category ranking
Eating and Dining
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KFC - Poor service delivery and no refund given

No resolution
Maryllyne C
Maryllyne C filed the complaint
28 August 2023
Ordered food twice via the KFC app on Friday (25/08/2023) and Saturday (26/08/2023), did not receive both orders and both refunds were not issued. Some fraud going on with KFC drivers as the app stated delivery on the way but nothing arrived and no refund was given for the 2nd order. 1st order they cancelled and said refund would be given but no refund has been made.
Incident date: 28 August 2023
Maryllyne C
16 September 2023
Still no refund has been given to me after 15 working days and KFC promised after 7 - 14 working days my refund would be paid.

What is happening? Re: correspondence below via email.

Dear Marilyn Carries ,

Thank you for contacting KFC Customer Care®.

We are always 100% committed to serving high quality products and providing exceptional customer service, and we value your feedback to ensure that we meet these goals.

To best assist you, please provide us with your:

1. Order number (alternatively, a description of the goods purchased, the payment method used can be provided),
2. Full name,
3. Restaurant Visited,
4. KSA Number (As found on the till slip)
5. Contact Number (preferably a cell number),
6. Time and Date of Visit

Thereafter, we will investigate the matter you have highlighted and provide you with feedback.

To reply to this email, please do not edit the subject line. To summarise your communication with us so far:

Case Number: CAS-1318467-Y3H5F9

Case Summary: Fwd: Order Refunded

Interaction Summary:

Hi Pls advise on this refund as I have not received it yet? Please call me on 0827666535 ---------- Forwarded message --------- From: KFC <[email protected]> Date: Fri, 25 Aug 2023, 19:20 Subject: Order Refunded To: <[email protected]> OH NO! WE HAD TO CANCEL YOUR ORDER AND YOUR REFUND HAS BEEN PROCESSED Hi Marilyn Carries! Oh no! We had to cancel your order Marilyn6250823 but don't worry, we have your back. We have refunded your order for the amount of R 252.60. NEED HELP [email protected] 0860 100 222 h DOWNLOAD OUR APP FIND US ONLINE Terms and Conditions | Privacy Policy | @ KFC 2020



Our customer care team will be in touch soon.

KFC Customer Care
Tel: 0860 100 222
Email [email protected]


Disclaimer
Through your engagement with KFCSA, you expressly give KFCSA consent to process the personal information contained in this email which will be done in accordance with the Protection of Personal Information Act (4 of 2013) (POPI) and the KFCSA Customer Privacy Policy. Should you wish to have to view our Privacy Policy, please click on the following link: https://kfc.co.za/privacy-policy
This complaint has been considered as not resolved.
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