KFC Gateway Mall — Restaurant in Kuala Lumpur

Dear KFC Customer Service,

I placed a takeout order this evening at approximately 18:45, with order #337. Before my order was prepared, I politely requested the staff to ensure that all my chicken pieces were either drumsticks or thighs. The crew acknowledged my request with a nod.

I had to wait for a while as one of the new menu items, the Cempedak pie, was not ready. When my order was finally called for pickup, I took the opportunity to verify that the correct chicken parts were included. Unfortunately, my suspicion was confirmed—one of the pieces provided was a breast instead of a drumstick or thigh, as I had specifically requested.

I immediately approached the same crew member and politely asked for the breast piece to be swapped with either a drumstick or a thigh. Unfortunately, his response was far from professional. He appeared visibly unhappy, picked up the breast meat from my takeout box, and rudely tossed a thigh piece from the hot container into my box. His attitude was dismissive, making me feel as though my request was an inconvenience rather than a reasonable customer preference.

While I understand that food service can be demanding, and long hours may contribute to stress, professionalism and courteous service should remain a priority. This is not the first time I have encountered an issue with this outlet. A few months ago, when I placed a delivery order via the online app, I received all breast pieces instead of the drumsticks or thighs I would have preferred. The app did not provide an option to specify meat preferences, which led to disappointment.

I kindly request that you review your SOP and staff training to ensure customer requests are handled appropriately and service remains professional at all times. It is crucial that orders are fulfilled accurately, especially when prior instructions have been communicated.

Thank you for taking the time to...

i ordered two pcs of chicken with my friend. as soon as i tasted mine, it feels kind of funny, like ayam lama(?). but i thought its just me being too picky, so i asked my friend if her chicken also the same but she said ayam dia okay je. so i tasted her ayam and she tasted mine, turns out memang ayam saya yang rasa pelik. so i brought the ayam to ask for replacement sebab memang tak boleh nak telan, but the staff started to doubt me saying it’s his first time hearing “ayam masam”😞you know whats going on in the kitchen, why u asked me, maybe check the kitchen instead of doubting me? if you don’t trust me and don’t mind much maybe you can taste the ayam too. but the manager(?) is super nice for giving me one more pc of chicken for free as compensation🔥💗i swear im not a karen, im just trying to have my first meal of the day after exam💔thanks for the ayam though, really appreciate it!

overall, food is okay. i came here at least once a month, and ordered online from this branch too. but maybe minus one star just because of the staff’s attitude? haha. maybe can learn to apologize and improve instead of being defensive, trust me not all customers are karens. we are just...

Few things are unacceptable in this shop to us:

1. we chose to pay at the counter after ordering at the machine. The staff were unhappy and ask us why you can't pay at the machine. If it is not allow why there is such option. We chose to pay at counter so that we can tell them we don't want ice for the drinks as kids are coughing.

2. we asked not to have ice for the drinks as it's for kids. The staff gave a TSSSKK sound to show he is annoyed.

3. we ordered original chicken. 1 of the chicken drumsticks is so dry that the skin has turn to become a harden chewy slice. We used to have chicken that is overcook and dry in some shops that not so laku. But this is a totally different level of dryness. It has gone beyond the meat that the crunchy skin has dry up with its fat become a chewy layer...

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