KFC and myself.
The following is what I wrote to KFC's Customer Service office in London:
To whom it may concern,
I am really very disappointed by your restaurant KFC which is located on 174 East Road, Cambridge.
I am writing to complain about the unpleasant visit which occurred on Monday 31st May 2010. As a treat my friend took myself, my 15 year old daughter and her 2 sons to your restaurant on 174 East Road, Cambridge (CB1 1BG). We ordered a family feast with 8 pieces hot wings. Three of us shared these 8 wings of which I ate 4. When I took a bite from one of the pieces a most horrid smell came out and I realised that the food had gone off. I asked my friend, her 10-year-old son and my 15-year-old daughter to smell the offending chicken wing along with two other men who were also eating in the restaurant at that time. They agreed with me that there was something wrong with the meat.
We decided that we should notify your staff, however on taking the food to the counter the member of staff I spoke and they said there was nothing wrong with this food. Eventually after some considerable pressure from myself they replaced the meat with new 4 hot wings, however, the one of them still had same problem. This time I had to requested to see the Duty Manager who smelt it and said ‘ It’s fresh and fine’ . They denied there was a problem with the meat and didn’t want to deal with my compliant. Finally, we requested refund as we were not satisfied with the food and service given on your restaurant. We were informed that there was a ‘No refund policy, either you finish them or take them away’ which I was shocked to hear. I am deeply unsatisfied by not only by the way I was spoken to by your member of staff, but they way they did not take my complaint seriously or offer of an apology and above all the quality of the food provided in your restaurant.
This was my first experience of eating in a KFC restaurant and I am deeply disappointed by the whole experience and am in no hurry to make a return visit if this is the standard attitude of your staff and lack of quality in the food you serve. I think that we are entitled to our money back, so what we want is a full refund. I would also like an apology, plus an explanation of why I was treated so badly by the Duty Manager in your restaurant. After 14 working days, if I haven’t got any feedback from KFC, then I will invite relevant agency and organization to look into this case.
Thank you for your attention. I look forward to your reply within 14 days and hope this matter can be sorted out quickly.
Yours Sincerely,
XXX
and this is what they replied as follows:
Dear Ms XXX,
Thank you for contacting the Customer Careline concerning your visit to your Cambridge store.
We wee sorry to learn that the quality of food did not meet your expectations on this occasion. We would like to offer our apologies for the disappointment experienced as a result of this.
The restaurant manager on duty checked the in-store records at the time when you raised your concern and the procedures, shelf lives and temperature checks were all in order for 31st May 2010.
We have received no other complaints of a similar nature from either customers or staff to indicate that there was anything wrong with the product in question.
Please be advised that, KFC does not offer a refund if the whole product is not returned to the store concerned.
Should you have any problems in the future, please return the whole meal to the outlet concerned and the Duty Manager will be happy to replace or refund your order.
Please accept our grateful thanks for taking the time to contact the Customer Careline and bringing the matter to our attention. We value the comments of all customers whether critical or complimentary.
Once again we aplogise for causing you dissatisfaction and can only hope that your disappointment will not prevent you from using our services in the future.
Yours sincerely,
Customer Careline