Worst customer service ever!!!

[Caliope]

last thursday night we had a lot of kids for dinner and decided to get KFC. My husband and I ordered and paid for our meal via eftpos. As we were handed my meal I asked if they had put the sauces in as this was forgotten many times in the past and yet again they forgot

When we got home we realised they had forgotten a burger and a popcorn chicken so I rang the store to complain. At first the manager was apologetic and said "let me check the order" she then returned to the phone and said " well you are not getting anything for nothing because you never paid!" I said I most certainly did and she asked if it had been Eftpos to which I said yes. She then said " well the Eftpos went down and it never went through so you owe $66 and I am not giving you anything else because you never paid". I told her I was more than happy to pay when I returned to pick up my items they forgot but was exceedingly unhappy that once again I had to return to pick up food that their staff had forgotten and now my meal would be stone cold. She then repeated quite angrily " well you never paid for it and I cannot replace a meal you never paid for!" I told her I would be there in five minutes and to please have my items ready.

I arrived at the store and was greeted by a junior staff member who said " are you the zinger lady?" I said yes and she said " you have to pay $66.00". I said to her " do you realise 99 out of 100 people would not have come in to pay once they knew their transaction failed and would have gone next door to Maccas to get a burger?" She just shrugged and said " that will be $66.00". Once I paid again she then handed me the items I was missing and walked away. I was so disguted I informed them I would contacting their head office in the morning.
I contacted their head office first thing friday and am still waiting for a response. I will never use this store again.

[computerflyer]

With the long line of foreign students studying 'hospitality management' in Australia and then getting residence visas of varius sorts, I often wonder if the courses are that incompetent, or the various managers are multiple generation Aussies who are seriously over-employed and need replacing by the graduates, or what is going on.

In many countries, not just businesses, such managers would not last a fortnight... their EFTPOS machine failing and it is your problem? How about the incompetent staff who seem not to have noticed? That cannot get simple orders right over and over? And the feral manager so full of herself that an honest and disgruntled (now X) customer is verbally set upon?

That young staff might be thinking this is 'the way'. I assure that staff member that the manager should NOT be emulated - it should and probably will be career limiting once the company wakes up. (The manager was very low to have put the young staff who likely wants to keep a job, in the middle.)

[bc53]

Caliope, I must say, if I was spoken to the same as you were spoken to as if you did a runner, they wouldn't have got any money from me.

[Murray-Melbourne]

Hi Caliope, Which KFC store was this?
After the way the so called "Manager" spoke to you I certainly wouldn't have returned and given then a cent! If their Eftpos is down that's their problem and their foul manners have just cost them 66 bucks

[yepp]

Surely they could have foregone the $66. I doubt the loss of a three piece feed, two zingers and a large slaw was going to hurt their shrinkage too much

[Caliope]

Computerflyer all involved were Australian born and bred excluding the young lad who originally served us and his only fault was to forget the sauces.

I actually condensed the story to fit the word limit but in actual fact the young female manager was worse than I posted in that she harped on the fact I was getting nothing free due to the non payment and evn when I told her I was more than happy to pay for what I had when I returned her only response was " you better".

I have spoken to a higher manager of the store today ( Rowville, Vic.) and was very disappointed when he informed me that the message he received was nowhere near as was reported to head office and he was quite apologetic and assured me he was going to speak to the employee involved and get back to me. We will see what happens now.

I am more angry that not once was I thanked for my honesty and that on at least 4 occasions spoken to like I had stolen the food.

[tweettee]

I read your post with a smile when I saw what store it was as I regularly mystery shop that store and did so a few days ago. Just curious which manager it was so I know who to keep an eye out for next time. What goes around comes around and if I saw anything like you described, it would definitely make my report. I also find the service there a bit of a worry but at least the food is usually pretty good.

[Caliope]

I amnot sure of her name but I have been contacted by a more senior manager of the store the following monday who assured me he would look into the matter and get back to me, I am still waiting for the call

He did tell me that she was in training to be a store manager. She was about 20 and had blonde hair.

I was hopeful that there would have been a resolution by now but it seems that they do not take the matter that seriously after all.