KFC Pagewood — Restaurant in Sydney

Hello all, Firstly, bikesh7, Kobi lester, judgedread marineman, Vicki-Lee Alomes, Felix Rauch Valenti, the people who has left an honest review here of the KFC at Maroubra, I am not at all surprised to read most of your 1 STAR reviews here, and it seems the other three reviewers are spamming on behalf of the very company, KFC. It seems also that this KFC in Maroubra has so much improvement required immediately, especially in staff customer service skills.

Well, tonight, my family and I have just experienced the WORST KFC treatment ever! Today/night is Tuesday October 7, 2014.

We recently moved into Maroubra a week ago, and over the last week have been trying out the local eateries, cafes, coffee, etc... On this evening we decided for the FIRST time to go to the local KFC on 279 Bunnerong Rd, Maroubra. Well, from the very first instance, from outside on the street (We approached from the corner of Boyce Road and Bunnerong Rd, Maroubra), the KFC Signage light was NOT ON, (WARNING! WARNING! Was this telling us something?). Having never been here before, we thought (As it looked) maybe they were closed. Anyways, as we got closer, to our relief, we saw that they were open, there were people inside.

After settling down to a table ( The tables were dirty and greasy, rubbish items on the floor, my family wiped the tables clean with Baby-wipes), I approached that counter to order. Everyone seemed too busy doing whatever they were doing to even look up and look at me to say they will attend to me in just a moment, even without the standard "NO SMILE" KFC greeting, I still would have accepted this had they acknowledged me. But they didn't. Finally, after 3-5 mins wait a young server approached the serving station to take my order.

I ordered a Family Feast, and as it comes with a *large drink, I asked the server, instead of a large drink, to total whatever the cost of a large drink would be, could I please have either two small apple juices, or two bottles of water as my family and I do not drink soft drink. The server told me that he could not give me two of any other items, or even any other drink other than whats on the menu, a large drink. I again asked the server the same thing, and again his response was the same. He then said he will go and ask the manager. He returned and told me the same thing, that he CANNOT give me any other drink items in substitution for the large drink. Now the manager then approached the serving station, with me standing at the counter trying to comprehend why I could not be satisfied with a simple request. This manager's name is STEPHEN. STEPHEN re-iterated what the server had been telling me, enforcing with his manager-like authority that he CANNOT offer me any other substitution drinks for what is on the menu. Instead, he said I could have another Large Coleslaw, or, Potato and Gravy (The Family Feast comes with 1 large Coleslaw and Potato n Gravy), I told him that I do not need another coleslaw or potato and gravy, as I already have each of these included in my Family Feast order! I was trying desperately for some good few minutes to convey to STEPHEN that I DO NOT require any more of either food items, I just require some kinds of beverage, but NOT soft drinks. At this point, I am starting to get a little hot under-my-skin. I informed STEPHEN, that this is just a simple request, a request that I have asked in numerous KFCs in Sydney, from Bondi Junction, to branches in the North Shore, and other suburbs in Sydney, that my simple request has always been SATISFIED! Yet, here I am at KFC, in Maroubra, standing at the counter, being told by a manager that I CANNOT have my simple request. STEPHEN was very adamant and determined to NOT allow my satisfaction manifest tonight. He proceeded on to say that No other branch should be allowing this, furthermore, that he is losing money, should...

Drive through. Quick, hot, good value. BUT NONE OF THE STORES - EVER PUT NAPKINS OR WET TOWELETTES IN THE BAG. IF YOU'RE ON THE DRIVE THROUGH, ITS MORE LIKELY THAN NOT, YOUR GOING TO EAT IN THE CAR. IT'S REALLY ANNOYING THAT ONLY AFTER YOU FINISH EATING & REACH INTO INTO THE BAG FOR A SERVIETTE OR MOIST TOWELETTE... and... and... nothing. Very, VERY, disappointing. It's not rocket science - there's no sink or other options to clean up! Chicken & chips = clean up required after eating. When you're in the store (should you remember to check, and you have the opportunity to go back to the counter and ask for a couple of napkins and it wet towels, they often give you a wasteful handful.

KFC - you need get back to basics and focus back on the customer experience. It's not just the food, and it doesn't end when the customer's payment hits the till.

Cleanliness in Bondi junction is still showing the same steaks on every single one of the black surfaces.

Its the whole performance that needs to be reviewed, refined. Constantly. As part of your process. These issues should be identified and raised from within. You shouldn't be waiting for feedback from people like me (who doesn't have the time) to tell you how to run your (global) business. I have written at least 3, maybe 4, increasingly colourful posts and emails regarding the cleanliness of that store over 2 years, and like the napkins... Nothing. One generic auto responder email thanking me and asking me to write the issue again. A phone call from someone that appreciated quality feedback would have been nice. Concrete action to remedy the (in my opinion, important) issue would have been...

Called this KFC on Wed 14/8 to inquire and place and order (Catering Order). Spoke with Manager, Ellie who was 'unprofessional, cold and 100% disinterested'. Asked if I could place an order to which 'Ellie' said they only take Catering Orders.

Ours was a Catering Order. She proceeded to take our order ONLY in the end to say (can't take your order, you'll have to come in store), asking why as it's a large Catering Order for the evening - she repeated (can't take your order, you'll have to come in store).

Ellie was very rude abrupt and unprofessional about the entire order. First she said she can only take an order over the phone if it's a Catering order, then when I proceeded to order, she backflipped, telling me she can't take the order over the phone.

Annoyed, I said to her 'your loss of business, I'll take it to another KFC store'. Maroubra KFC's lost that afternoon of $350. Mascot KFC's gain.

Mascot KFC were professional, welcoming, assisting and obliging to take down our order that afternoon. They went above and beyond calling us 30mins before pickup time to reconfirm pick up time so to ensure the Chicken, chips, nuggets & boxes of Burger Feast were all freshly cooked and hot on collection, and including the gravies.

Disappointing that Maroubra KFC couldn't deliver on the evening. And this is to blame on the unprofessional attitude of Ellie who was unaccommodating, unprofessional, cold, disinterested and rude.

This store has lost my business 100% and won't be recommending.

If you want 100% professional warm and welcoming business who will go above and beyond to cater for their customers requirements. Go...