KFC Chaguanas

Can I just say that most KFC delivery systems are the pits? They are in a hurry to take your order, reach over an hour late (if they reach at all as in this instance) and then forget something that you ordered and paid for.

In this particular instance- here's what happened. I even wrote a letter to Prestiege Holdings because I was (and still am) so fed up with KFC's delivery system:

I am writing to inform you about the poor handling of a situation that unfolded on the evening of May 12th 2010 from the supervisor and other staff at KFC Chaguanas.

I placed an order for delivery at said establishment at around 7:15pm and was informed as usual that my order would arrive between forty-five minutes to an hour. At 8:00pm a driver called and was given directions by my husband. Half-hour later at 8:30pm another driver called and asked again for directions. My husband said he barely finished giving directions and the driver said he knew where he was going. My husband asked the driver if he needed any further clarification to which the response was no.

At 8:45pm there was still no delivery made so I called Chaguanas branch to be told the driver had left already and to give him a few more minutes. My husband called the driver at 9:00pm (he got the number from our Caller ID) and the driver assured him he was on his way. We gave him fifteen minutes more and still no delivery. At 9:15pm I called the branch again and this time asked to speak to a supervisor. I informed her of the situation and then overheard her asking said driver why our order came back to the branch to which I heard him respond that the directions were difficult to follow and he could not find our house.

At this point I asked her what my options were and she responded she could resend the same driver, or I would have to wait till another driver became available. I asked her if I would still have to pay after having to wait 2 hours for my dinner and her response was and I quote, “Um…yeah.” I proceeded to tell her cancel the order because at this point both my husband and myself were extremely frustrated. I also went on to inform her that my husband called the driver who told him he was on his way and at that point if said driver was still unclear as to where he was going he could’ve asked to be guided.

Three points I must highlight:

· The supervisor tried to defend the driver saying he was new, but this is not an excuse for him to obviously lie to both my husband and his supervisor since he clearly had no intention of making our delivery.

· It is clear to me that the supervisor on this particular shift has no clue about customer service as I had to ask for an apology for the whole mishap.

· At this point I am truly of the opinion I should not have to pay for two hours wasted and all I received at the end of it was a lack of interest and effort in ensuring my (the customer’s) needs were met.

I do hope you take this matter seriously and take the necessary measures to ensure that no other customer has to suffer through this degree of negligence and incompetence from any of your other branches and institutions.

I'm sure there are more of you out there who've had similar experiences with these people.