KFC Karachi Reviews & Complaints
By: Dr. Khusro Iqbal
Contact information:
KFC Karachi Karachi
https:// www.kfcpakistan.com/
This is in reference to our Order # 23881533, dated 10/07/22 made at 20:33 hrs, through KFC call center for 5 Zingerella burgers. Subsequently when order was delivered the burgers were tasteless, soggy, poor breading, dry texture and cheese had strong smell with an aroma as it was stale. We asked the delivery boy to give KFC call center our feedback to ask if we get Zingerella exchanged with some other KFC menu or if we pay for those two burgers only which we did not eat rather have tasted. The delivery boy called the call center and told us that call center supervisor is refusing both options and saying the maximum they can do is to take our comments as feedback for new product. I dialed for KFC call center but the call center agent put me on a long “hold”, subsequently, the delivery boy suggested us to call to the KFC branch manager from where the order was delivered, as he was getting late to deliver remaining orders.
Consequently, the delivery boy called the branch and told the situation to the KFC branch manager who was very rude and asked the delivery boy to tell us that we have to pay for all 5 burgers, even if we have not used them, he also refused to offer another product in lieu off; when I tried to talk to him he instantly regretted and call was hung up. That was not KFC standard so I decided to visit branch myself and talk to him in person. When I reached at branch service counter and asked for branch manager, a person told that he is Osama, the branch Manager, when I told him the issue and asked that why he is in haste and not solving my complaint without comprehending my problem, he got very rude and said that he is busy and cannot assist me also he is following KFC policy. Your branch CC TV will bear witness that throughout the conversation I was calm despite his non-cooperation and rude attitude. Your CC TV camera will support my claim that while talking to me he was having his hands folded on chest like a vagabond and his tune and attitude was very rude and insulting. Considering his rude and unprofessional behavior, I decided not to provoke the situation and told him to give my bill for those two burgers which we had opened to taste but did not eat; your CC TV camera will support my claim that initially he tried to bluff me with bringing credit card machine only without any sales receipt and verbally told me an amount which was higher than the actual amount which I paid later. When I refused to pay without sales receipt then he went, again, inside and brought some print out which had only amount without items description and on my insistence for proper receipt he said that for call center orders they have that type of receipt; seeing this I politely told him that if he is not going to provide me the actual receipt I will not pay and will email KFC management to arrange collection of payment against proper receipt; listening this he quickly went behind service counter and brought receipt with item description (enclosed herewith) which was having less amount than what initially he was verbally demanding to pay without showing receipt; on my enquiry he said actually he had included some service charges which he is not charging now. Consequently, I paid the due amount nicely and left for home (for assurance please check CC TV recording). I am not sure what they did with our left out 5 Zingrealla burgers as they were in good condition to resell (if intentions are there to resell them to get extra money).
The whole narration can be verified by KFC management upon seeing CC TV camera recording that Osama came outside “back office” thrice having credit card machine in hand and on the final exit he was having goods receipt based on which I paid the amount (credit card payment receipt is attached). I leave it to KFC management to decide on his dubious payment collection and insulting attitude.
On returning home I contacted call center, again, and spoke to “Huzaifa” who after speaking to supervisor told me that it is KFC policy that they only can take my comments as feedback and neither can they arrange refund nor replacement; listening to this, on my request, he connected me to duty supervisor, Mr. Haider, who again asserted that whatever the call agent has told is with his consultation and as per KFC policy.
Subsequently it will be interesting to know the KFC policy on similar cases through the KFC management pen. Hoping and early response
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