KFC India — Formal Complaint Regarding Poor Service at KFC Outlet in Dombivli, Maharashtra

Address:

KFC outlet located at Lodha Xperia Mall, Mall Office, Basement Level, Kalyan - Shilphata Rd Palava, Dombivli, Maharashtra 421204

Dear Sir/Madam,

I am writing to express my dissatisfaction and register a formal complaint regarding the poor service I experienced at the KFC outlet located at Lodha Xperia Mall, Mall Office, Basement Level, Kalyan - Shilphata Rd Palava, Dombivli, Maharashtra 421204 on 14/06/2023 at approximately 9:45 PM.

On the aforementioned date and time, I visited your establishment during a promotional offer. To my dismay, I noticed a large number of customers availing themselves of the offer. However, I encountered a significant inconvenience as I observed that only one staff member, Mr. Harshad, was serving the customers. Mr. Harshad was responsible for handling cash transactions and preparing orders, resulting in severe delays and a sense of disappointment among the customers, including myself. He was the only staff member present.

I have attached a 19-second video clip that I recorded during my visit, which clearly demonstrates the inefficiency of the service counter due to the lack of staff.

I will be tweeting the video as well.

The inadequate staffing and inefficient management of the service counter led to a prolonged waiting period, negatively impacting the overall customer experience. As a loyal customer, I expected efficient service and timely delivery of orders, especially during peak hours and promotional events.

I wish to highlight that such a situation not only reflects poorly on the reputation of KFC as a renowned fast-food chain but also undermines the trust and satisfaction of customers like me. It is essential for a well-established brand like KFC to prioritize adequate staffing and streamline operations to ensure customer satisfaction.

In light of the aforementioned incident, I kindly request the following actions to be taken:

1. Conduct a thorough investigation into the staffing and operational deficiencies observed at the aforementioned KFC outlet.
2. Take appropriate measures to rectify the situation, such as hiring additional staff during peak hours or implementing efficient workflow management strategies.
3. Provide proper training and guidance to the staff members to ensure prompt and satisfactory customer service.
4. Regularly monitor and assess the performance of the outlet to prevent similar incidents from occurring in the future.

I trust that KFC India values its customers and their feedback. Therefore, I expect a prompt and satisfactory resolution to my complaint within a reasonable timeframe, such as 15 days. In the event of no response or an unsatisfactory resolution, I reserve the right to escalate this matter further through appropriate consumer forums and legal channels to seek redress.

I look forward to your prompt attention and a positive resolution to this matter. I hope that steps will be taken to prevent such incidents from recurring and that KFC India will continue to provide the quality service it is known for.

Yours faithfully,
Tabrez Merchant