I sent a letter to KFC to express my dismay over their apparent lack of customer service. This was not a store location, this was the call center that I am complaining about. I can only get in touch with Customer Sevice Associates who tell me that Supervisors and Managers will call me back, but they never do. Please see my letter below. I will post if any action is taken by KFC.
Back on February 24th I called KFC Delivery to place an order. After waiting for delivery of our order for about 25 minutes, we received a call from someone from one of your stores (I did not get a name) to ask where our house was. When I told him, he said my location was not in his area and someone else would call me. About 5 minutes later, someone from your Customer Service (again, no name) called me back and I gave them my address. They said they would look into things and call me back. As it turned out, I was in an area that could not receive delivery.
I called the Customer Service number to express my discontentment. I spoke with Samya (CSA # 489) She told me that someone named Dominic would call me the next day. I have never received a call from Dominic. A few weeks later I called back to see why no one had called. I did not get the name of the person I spoke with, but she said that Dominic would call me back. I told her that "no he wouldn't" and I would like to hear from someone else. I was told that Ali who is supposed to be the area director in charge of operations would be calling me that day. I still have not received a phone call or a voice message from him either.
What kind of customer service is this? I was surprised by the lack of follow up after the original incident, but since then I have become amazed by how little you seem to care for your customers.
It is quite a statement of the over all level of customer service that can be expected from your organization.
I would say that I expect a call back from someone, but after the way I have been treated so far, I would be fooling myself to expect that. It would be nice if someone could call me back, but that seems to go against how you like to deal with people.
Forgive my scepticism, but I have nothing to judge you on except for your past performance.
I half expect this email to just disappear and never be seen by anyone who actually cares or can do something about the poor level of service. If I am wrong, I welcome the opportunity to speak with someone.