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This evening, I stepped in at KFC around 19.38. I joined a queue which in my opinion was ok as it is peak time. To my surprise I was the 6th customer in line, there was no one at the till because everyone was helping preparing food. There was no sign that specific products are not available or the waiting time will be around 25 to 30 mins post order and payment. So being in the line I had no idea if my products will be available. It was only at 8 that I reached the counter and placed my order which they confirmed the requested products are available: 1 rounder meal with Lipton ice tea and 3 tenders. So after payment I sat on a table as from the flat screen I could see many orders being prepared. I waited for 20 full mins. Without anyone mentioning about I have to wait that long to receive my product. I was really upset for when I reached kfc it was post my workout and I was very hungry. When I received my meal. No one bothered to apologise. And when I drew the attention of the trainee about the waiting time she was like we don't have staff. But I guess this is none of our concerned. If a fast food takes like 40 mins I better go to a restaurant next time. I'll have my starters well before 30 mins. And being granted the meal free as it was cold only the.chips were hot was far from being granted. I guess these people have to be trained properly. Supervisors have to take their role seriously as well. And they need to communicate to customers clearly to avoid chaotic and unpleasant situation. Am not telling you how to do your job. But am just asking to follow set standards and deliver good service which is just what we paying for . Exceeding our expectations well that store is far from that. My order number for today was 3144. Hungry kids were waiting and a woman who was at the end of the queue upon reaching the till was informed at 20.15 that her product is over. Online delivery such as ordermanger.mu etc were given priority over dine in customers which is again unethical in my opinion. I guess for them a new strategy has to be adopted. I strongly advise to carry out mystery shopper to know the real pain customers endure. I hope actions will be taken at earliest
