KFC South Perth — Restaurant in South Perth

Since my past several visits to KFC South Perth, I have such a bad experience which is excruciating in terms of service, speed of drive through order, attitude of staff which is always lacking empathy and hardly apologize if they mess up the order. On Jun 13/06/2023 I had come to drive through window at approximately 03.49pm. I had placed an order via app and was waiting at the window constantly saying hello for about 15-20 mins with no luck of any staff answering on the drive through window. There were 7 cars waiting for about same period of time. Eventually, I had to step out of my car after being fed up, go into the store to tell them that no one is answering the drive through order. I am certain that one of the staff had clocked off at 4 and other staff had no idea about who is taking drive through order. Anyways, after I got my order at the window, staff did not even bother to apologize for making us wait 30 mins to get one order. Today, i.e. 24/06/2023, I had placed an order via app again (Order No - 1085) for reference. I took my order and drove back home , after I started eating I realized my both twisters did not have chicken in them. I had to drive back to the store to get my order fixed. I go into the store waiting 10 mins in a que wherein I have one person ahead of me in line to get served. I can understand if the store is busy and staff have to get through many orders. However, In this case I see staff laughing at the back, enjoying the time with their mates who are clueless that I had to waste 30 mins of the day to get my food. Moreover, I finally get to speak to the staff and explained what had happened and he did not seem to care. Gladly, he got my twister filled with chicken but if you had a look the way they had chucked the coleslaw and chicken you would straight away throw that in the bin. Top of that, staff did not even bother to change the take away box and made me feel as if I am homeless asking for free food. This is so...

What has happened to your level of service.

Your staff no matter where I go around the SouthWest Busselton and Bunbury shops have seemed to go above and beyond to give us exactly the opposite of what we requested/ordered.

I used to buy KFC on a regular basis but ever since the decline of how staff handle simple requests I just lost faith in all the shops.

They can't even give you the right pieces of chicken. They either load you up with legs 3 and wings 3 a breast a rib and a thigh for a 9 piece or just plainly ignore your request to replace the breast part to a thigh and instead give you 3 boney rib parts as if the staff don't know the difference from a rib to a thigh.

They often forget a box of chip or tub of gravy or coleslaw and when you go back for it they make you feel like a big inconvenience for them.

They give you a spiel "We'll try to give you the piece you requested depending on availability " Even when you can clearly see a big mound of chicken in the heat chute behind them just because they can't be bothered doing your request of 2 thighs and 1 leg on a 3 piece meal. Then they give you the exact opposite of what you've requested.

This take it or leave it approach of your staff is putting not just me but my friends and family off your shop. This isn't a one time thing either. I've complained a few times to your store managers only to get the same treatment again when I return a few weeks/months later.

We really like your chicken, just your customer service needs a bit more work because even your managers don't seem to look happy to be working at your shops and at times hide in the office.

I still try to believe one day it'll improve because the only reason I am still trying now is because we enjoy the taste of your chicken...

Also on the app it would be great if there was a part where we could type in simple instructions/requests when...

Firstly, the food we received was cold. Specifically, the 24 nuggets and 2 original recipe burgers we ordered were not up to the standard expected from KFC. However, my main concern is with the staff and management at this branch.

Upon arriving at the drive-through, a male server informed us that they were not serving burgers, only nuggets. This was contradictory, as upon requesting to speak with the manager, we were told that burgers were indeed available. The manager then explained that the employees were preparing to leave for the day, which I find to be a poor excuse for misinformation. It is alarming that employees are misleading customers in this manner, which reflects poorly on both management and the franchise’s reputation. Notably, at establishments like McDonald’s, we receive accurate and efficient service without any misinformation.

When we proceeded to the counter to place our order, the manager informed us that the chicken burger patties were stale and hard. As a result, they were substituted with chicken tenders. After a prolonged 15-minute wait, we received our cold burgers. To add to the disappointment, the staff failed to include our ‘Go Bucket’. When we lined up to retrieve it, the first ‘Go Bucket’ provided was filled with popcorn chicken, rather than the nuggets we ordered. This necessitated another wait to obtain the correct order.

These series of events indicate a significant disregard for customer satisfaction and suggests that the branch’s management is failing to uphold acceptable standards for a reputable fast food chain.

I am profoundly disappointed with the service at this particular KFC branch. It was an...