KFC Heritage Park — Restaurant in Somerset West

What a horrible thing to experience! Placed order via drive through 18:20 and was told to wait in parking area as they will bring the food. Orders cane and went for others, even those who arrived after us… kids in car moaning as they are starving by this point so I decided to go see what is the delay with our order as we were the one ones left in carpark at this point… walked in to one of the female staff members standing in the doorway with her back to the door, busy on her phone and the two behind the counter busy chatting. No other customers in the store. Just staff standing around chatting and/ on their phone. There is an order on the counter just sitting there. Asking where our order was, a guy by the name Jade then laughed at me ‘oh, it’s this one probably’. I asked why it wasn’t brought to me as they said it would and he said they didn’t know who it belonged to. I told him we have been there over 15mins waiting (it was 19mins to be exact!) yet nobody came to bring the order and why have they not come looking or checked if it was ours. Jade just laughingly apologised as if it was funny. I was not amused! I checked the bag and told him the food is already cold!! He just laughed again with a half-hearted ‘sorry’ whilst still laughing. No proper apology or even offer to replace with warm food - not that I would wait again as my kids were starving and waiting so long, but he could’ve at least offered as they messed up/played about whilst they were supposed to be working. Appalling service and response - I hope the manager/owner sorts them out as this is definitely not the kind of service you want from staff if you want to keep your customers happy. Sies...

Ordered 2 streetwise two’s for me and my 4 year old son. We were first in line and there were no row at the drive through at the time. The attendant told me the waiting time was 6 minutes, after waiting for 22 minutes my son was asleep and I walked inside to see what’s going on. I had to struggle for a few minutes to get someone to talk to. Once the manager finally arrived she offered no apology and asked for my receipt. I showed it and she went to get our order. By this time more unhappy customers were entering the shop to try and find their lunch. I asked them to keep the order and the return my money which they agreed to, only to never be seen again…. At this point my vehicle alarm went off and I left to get my toddler home. I understand that sometimes there are unforeseen issues, but the reason for writing this review is the fact that I and many other customers were blatantly mislead by the staff and we are powerless to do anything about the matter. If they told me I had to wait 25 minutes I would have made...

I ordered online, which KFC SA has been pushing a lot. I've always used KFC Heritage Park as my go-to KFC so I was delighted when it said they'd deliver from there (to be fair, it's the closest).

They forgot my Krusher. Fair, it happens. However, my issue is how they handled it. They gave me a voucher for a free Krusher next time, but that's not solving the issue. I now need to drive to KFC and expend money on fuel to receive a product I already paid for. The least they could do is offer a free, albeit small meal to make up for their mistake. They've effectively made a mistake in order fulfillment and now wish to rectify that mistake at no extra cost to themselves but as a cost to me.

The KFC in Corlett Drive, Sandton made a similar mistake and instead of providing a voucher for the specific item left off, the manager personally reached out to me and said I can have any meal on the menu as their way of saying sorry, as they hold themselves to a higher standard than that.

KFC Heritage Park clearly does...