Dear KFC Customer Support Team,
I am writing this email as a serious escalation regarding repeated delivery failures, false delivery updates, OTP bypass concerns, rude customer handling, and pending refund issues related to my recent KFC orders.
This is now the SECOND TIME I have faced the same issue from your store, despite already raising a previous complaint.
PREVIOUS INCIDENT:
After my earlier complaint, the store manager personally called me and apologized. He informed me that:
A refund would be processed for the cancelled order.
Complimentary food would be sent as compensation.
Order Details:
Order ID: Y028A12535Order Amount: ₹645.72
Order Time: 11:39 AM
Store: KFC Icare City Mall Mudbidiri
Pin code : 574227
Although food was later sent, I have still NOT received any official refund confirmation, refund update, or refund amount for the cancelled order. Kindly check and confirm the refund status immediately.
SECOND INCIDENT (Repeated Service Failure):
Order No: Y028A12801
Order Date: 20 May
Order Time: 11:16 AM
Messages received from KFC:
“Your Order No. Y028A12801, amounting Rs. 645.72 is in our kitchen!”
At 1:08 PM, I received another message stating:
“Your Order No. Y028A12801 has been delivered.”
However, THIS IS FALSE.
At that time, I had NOT received the food. The delivery was delayed by more than 2 hours, and I had to repeatedly call the store asking where my order was.
The store kept saying:
“Soon you will get the order.”
This is extremely unacceptable.
Most importantly, the order was marked as DELIVERED WITHOUT MY OTP being shared.
When I questioned the delivery person, he himself admitted:
“It should not happen without OTP.”
After I showed him the WhatsApp delivery confirmation and app status, he had no proper explanation and only said:
“Sometimes it happens.”
This raises serious concerns regarding:
• False delivery marking
• OTP bypass
• Improper delivery verification
• Unfair trade practices
• Misleading order status updates
Additionally, the delivery executive stated that delays happen because your store generally delivers within a 6 km range. However, my location is only approximately 5.5 km away.
If the store cannot properly fulfill online deliveries within the serviceable radius, then why is online ordering still being accepted?
Other brands like Domino’s are able to deliver properly within 30 minutes in the same area, despite being located farther away.
The food finally received was cold, delayed, and not up to expected quality standards due to the excessive delay.
I also want to highlight that many students from Alva’s have faced similar delivery issues from this KFC outlet, but most never formally complained. After hearing my experience, several people confirmed they also experienced the same kind of delays and delivery problems.
The behavior and attitude shown by the delivery staff and store staff were also extremely disappointing and arrogant. There was no genuine customer satisfaction effort visible from the team.
I request the following resolutions immediately:
Refund for the previous cancelled order.
Written confirmation regarding refund status.
Proper investigation into OTP bypass and false “Delivered” status updates.
Compensation for repeated inconvenience and mental harassment.
Fresh complimentary replacement meal delivered properly and on time.
Strict action and training for delivery/store staff regarding customer handling and service standards.
I have preserved all screenshots, WhatsApp messages, timestamps, and order details as evidence. mobile number [protected]
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