KFC Merrylands Mall — Restaurant in Sydney

Subject: Concern Regarding Unprofessional Staff Behavior

Dear Manager (KFC Stockland Merrylands),

I am writing to express my serious concern regarding an incident I experienced with a staff member, a scarf girl named Batoul on 1/01/2025 at approximately 3 PM at your KFC Stockland Merrylands location.

During our visit, we encountered extremely unprofessional and aggressive behavior from Batoul, directed towards my elderly mother, who is a heart patient and suffers from diabetes. Batoul raised her voice and spoke in a hostile manner, which caused significant distress to my mother, nearly causing her to faint. Thankfully, we were there to assist her.

The incident occurred in full view of other customers, and despite the disturbance it caused, Batoul continued to escalate the situation. She claimed to be the store manager, but her conduct was loud, disrespectful, and inappropriate. When we requested to speak with a reporting manager, Daniela intervened and identified herself as the store manager. However, Daniela failed to manage the situation professionally; she did not remove Batoul from the interaction and instead focused on asking us to calm down, while appearing to side with Batoul. In such situations, it is essential for a manager to address the problem by removing the disruptive staff member and managing the situation appropriately.

We also asked Daniela for Batoul’s name, but she refused to provide it, stating that it was against policy to disclose staff names. Is this actually your policy? We later found Batoul’s name on the receipt. Furthermore, when Batoul was asked for her name, she also refused, citing a similar "policy" that seems to contradict the requirement for staff to wear name badges. Her refusal to assist with correcting a wrong order, along with her hostile demeanor, left my mother feeling disrespected and unwelcome.

I kindly request that you review the CCTV footage from the incident on the specified date and time to verify the events, including Batoul’s physical gestures and mannerisms during her interaction with us. As a long-time KFC customer, I have always valued the brand’s commitment to quality service, which makes this incident all the more concerning.

I trust you will take appropriate action to address this matter and ensure that such behavior does not happen again. The conduct of your staff plays a vital role in maintaining the store’s reputation, and it is imperative that these standards are upheld.

Thank you for your time and attention. I look forward to your prompt response.

Have also submitted this feedback through KFC contact website.

Thankyou.

Reply to KFC Squad Team:

It seems that your response to my feedback is standard and generic, resembling previous replies with no real action taken.

As I have already mentioned, I submitted feedback through your contact website, and this matter should not be taken lightly. The behavior of your staff was completely unacceptable. It was not just myself and my mum who were affected, several other customers approached us after the incident, expressing concern for our well-being. Your staff’s unprofessional conduct was highly noticeable.

The issue at hand was a simple $30 wrong order, yet instead of resolving the situation, your staff made things worse. Specifically, Batoul's unprofessional behavior and the mishandling of the situation by the store manager, Daniela, were inexcusable. Both claimed to be managers, but Batoul loudly insisted that she was the manager, only to later refer to herself as an assistant manager. She clearly lacked an understanding of what it means to hold a managerial title.

One of the customers present recorded the entire incident, and we can provide this footage so you can hear Batoul’s loud, aggressive tone towards my mother. We expect this matter to be handled with professionalism to ensure no other customers, particularly elderly individuals, have to experience such poor treatment in the future. This behavior is absolutely...

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