In a recent complaint lodged by a disgruntled customer, a harrowing experience with KFC delivery has brought attention to a significant lapse in service. The customer, who had intended to sponsor food for children in a student care center, detailed a series of unfortunate events that unfolded on December 22.
The order, placed for 30 students on December 13, amounted to $271.20 with an additional delivery surcharge of $4.50. The customer informed the student care center of the impending food delivery, prompting them to cancel their regular food caterer in favor of this sponsorship.
Missed calls & engaged tones
On the scheduled delivery day, December 22, the customer received two calls from an unknown number at 12:07 pm and 12:08 pm, both resulting in an engaged tone upon answering. At 12:15 pm, the student care center contacted the customer, expressing concern that the food had not arrived, leaving hungry children awaiting their lunch.
Efforts to contact the KFC store proved futile, leading the customer to call the hotline. After a 10-minute wait, the customer spoke with Azman, who assured them of an update after checking on the order. Meanwhile, the student care center reached out again for information as hungry children had to leave without eating.
Coudln’t find a delivery rider for almost 2 hours
At 12:46 pm, a staff member from the KFC outlet at Block 715, Ang Mo Kio Avenue 6, called using a mobile number, explaining that the Food Panda delivery person was en route to collect the order and offering an apology. When the customer requested to speak with the manager and raised concerns about the lack of advance arrangements, the manager responded nonchalantly, citing difficulties securing a delivery person since 11 am.
The customer, feeling frustrated, demanded the store address and informed the student care center. Subsequently, a staff member from the center went to the outlet to pick up the food at 12:52 pm. Unfortunately, due to the delay, the children only managed to eat at 1 pm, and the food had turned cold by then.
The customer, expressing dissatisfaction with the service, criticized the lack of proactive measures by the manager and suggested that alternative delivery options, such as a taxi, could have been explored. The customer demands compensation for the student care center as a form of service recovery, highlighting the significant inconvenience caused by the delay.
What the customer said
I had a harrowing experience with KFC delivery recently. My sister & I decided to sponsor food for the children in a student care centre and we chose KFC as an option.
We placed an order for 30 students on 13 Dec for delivery on 22 Dec 12pm to the student care as their lunch time is at 12pm.
The order totalled $271.20 with a delivery surcharge of $4.50. I informed the centre of the food delivery and they cancelled their regular food caterer in lieu of this sponsorship.
On 22 Dec, I received a call from a number at 1207hrs & 1208hrs, I answered both calls but only heard an engaged tone.
At 1215hrs, the centre contacted me saying the food had not arrived and the children are hungry. I then checked for the store number and realized they were the one who contacted me earlier.
I contacted the store multiple times but there was no answer. I then called the hotline and got thru after 10mins and spoke with Azman who told me he would check on the order and update me.
In the midst the student care centre also called me again for an update as the children are waiting hungrily for the food and a few of them had to leave at 12.30pm without eating. This made feel terrible.
At 1246hrs I received a call from a staff using a mobile number from the outlet at Blk 715, Amk ave 6. The person said that the Food Panda delivery man is on the way to the store to collect the order & said sorry.
I fumed with anger and asked to speak with the Manager and he said he is. When I told him that he should have made advanced arrangement a day before or made an alternative arrangement to ensure food is delivered on time, he just said sorry non-chalantly and that he had been trying to get a delivery person from 11am.
I told him this food meant for children to be consumed at 12pm and asked for the address of the store. He replied in a most unpleasant manner.
I informed the centre and the staff went to the store to pick up the food at 1252pm. The children only managed to eat at 1pm and the food had turned cold by then.
A reputable fast food outlet providing such terrible service cannot be condoned. Delivery should hav been arranged in advance as order was placed much earlier.
Only 2 attempts were made to contact me via their faulty telephone line and none after that till I contacted their hotline. The Manager could have been proactive and send the food via a taxi at least since he was unable to secure a delivery rider on time.
I demand that KFC compensate the Student Care Centre as a form of service recovery. Hungry children waited an hr for their food which had turned cold by the time it arrived.
A few children left for home without eating. The staff had to travel to the outlet to collect the food. I hope to receive an update from KFC soon. Please refer to order details & call log records.
Source: Facebook