Poor Customer Service
Thursday, November 3, 2005Scene 1 (November 3, 2005):
I usually bring packed lunch to the office. But yesterday, and today, there wasn’t any prepared food at the house when I left so I had to buy. Yesterday, my officemates and I ate at the building cafeteria, and today, we decided to have lunch delivered. After several discussions, we settled on KFC. Food at KFC is really delish, and they also make very good commercials to entice you to try out their new products, and patronize the old ones. But their customer service is almost non-existent.
Granted that lunch hour is rush time, so we ordered food early. We called the KFC Makati Cinema Square branch (it’s the nearest branch to our building) but we were referred to their Delivery hotline: 887-8888. So we called the hotline and ordered. We were advised that the food will be delivered in 30-45 minutes. Sounds reasonable enough, taking into consideration different factors. (After all, they are not Pizza Hut with 30 minutes or less guarantee). 45 minutes went by and still no food. We dialed the hotline again, and we were advised that the rider from Makati Cinema Square had just left. When they said 30-45 minutes, we expected that the food will be delivered within the time allotted, not how long before their rider would leave with our food! So we called the Makati Cinema Square branch to verify. Ordinarily, we prolly would have just waited but we were so so hungry already. The MANAGER confirmed that the rider had just left, and would arrive within 10 minutes. I know this for a fact since a ride from Mantrade cor EDSA takes less than 5 mins. 10 minutes passed and still no food. We were already fuming by this time, and contemplated not receiving the order if only we werent so hungry and couldn’t find an immediate alternative. We waited a few minutes more and at last, their rider arrived.
Upon paying, the rider gave us 70 pesos worth of 5-peso coins. Not only that, it was short 10 pesos of the 80 pesos change! Are they doing this on purpose or what? My officemate, took the food and said, we won’t be paying till you give us our proper change. She said we know that it’s not his fault, but it is also not right for us to be treated badly. The poor rider, afraid of my already fuming officemate, decided to shell out 10 pesos from his own money just so we would still pay for the order.
Upon getting back to the office, we were waiting to see if the manager of the particular branch would call back to see if the food got through properly, or maybe even apologize but he didn’t.
We weren’t aiming for free food, or anything, just a simple apology would have done, but the actions of the Manager leaves anything to be desired.
Scene 2 (November 3, 2005):
One of my officemates have recently applied for a PLDT phone line for their house. After a few days of getting connected, the dial tone just died. They reported it, but got nothing. It got re-connected after a very long time. Then the bill arrived for their non-existent service. My officemate was just about to call them (from her house) to complain of this fact but their dial tone died again! She had no choice but to report the incident from our office telephone. She dialed 173 (Repairs) but got no answer (would you consider an answering machine an answer??). So she dialed the Billing Dept but was promptly referred back to 173. They said they couldn’t do anything about it. Ok, understandable, so she dialed 173 again. The answering machine picked up, saying: There is no available person to receive your call. Your call is important to us so please hold. Then their song, or jingle began playing. Every few minutes or so, the recorded message would be played back. It is now two hours and counting, and still NOONE has picked up.
Do you remember the time when it took years for your application for a line for PLDT to be approved? Nothing much has improved.
Previous Comments
i think my officemate did exactly that. we tried emailing the one we saw sa net for job opportunities but it bounced off.. i guess ayaw nila sila kontakin..
also, she wrote a note for the manager at the back of the delivery reciept but di-neadma lang nung manager, o hindi pinakit ng rider..
hay, ang sarap pa naman ng food sa KFC..
nakakalungkot isipin na ang customer service dito sa pilipinas ay hindi nila pina-priority.. hindi lang sa KFC..
Posted by lei at November 5, 2005, 1:33 pmI chanced upon your blog while i was searching for kfc's delivery number in google. (how ironic!). anyway, the same thing happened in our office a few weeks ago. we had a management eating and had free lunch. our secretary called before 11:00 am, but after so many follow-ups, would you believe the food arrived at 1:00 pm. more than two hours late! my boss refused to accept the order and we ended up eating in one of those eat-all-you-can restaurants! talk about a blessing in disguise.
Posted by mcbeal at December 1, 2005, 11:41 pm[3] yeah, grabe nga sila. sayang kasi ang sarap sana ng food nila. at least maganda ang kinalabasan ng lunch nyo.
thanks for posting! 
hay naku!me and my officemates love kfc food! especially when we are working overtime in the office!!! usually we order good for 10-12 employees, imagine LAGING MAY KULANG SA DELIVERIES NILA!!! Either yung gravy, or yung extra rice, softdrinks, brownies! as in laging may kulang! we even ordered 2 pcs chicken with rice for each person pero when teh delivery boy arrived…1 pc lang lahat!!! and worst, yung wing part pa!!! hope their management can do something about it!
Posted by kc at June 16, 2006, 3:01 pm[5] [5] I love KFC food too! But their service (especially delivery) is sometimes blech! We've also experienced this (kulang sa food), and one time, incomplete change! The delivery guy had to get from his own pocket (though he didn't want to admit it to us).
Sayang pa naman, their toy for the "special meal" is superman! I want to collect those!
I am also hoping that KFC could improve their service. Thanks for the comment! 
I've been with one of the fast food restaurant here in the philippines for 4 years. i know that customers expect a lot from the service crews and managers. there are restaurant that prioritize customer service over food quality. because once you win a customer, you win a lot. if a restaurant leaves a bad image to a custmore, the tendency is that it will be spread out to his/her friends, which will be a bad reputation. fast food chains should really care a lot with their customer's concern. it's bad to hear about how the manager react with your situation. you can file a complain on their head office, by calling them through phone, and see if any action will be taken….
Posted by weng at July 30, 2006, 9:25 amyou may not believe it's so shocking it should have made it to the headlines. went to kfc matalino for lunch, long lines can be expected. then when it was my turn to order 2 pc chicken coz i am really craving for it, sabi ba naman sakin WALANG CHICKEN. Un pala ung reason ng long lines. Sana in-inforn na nila customers na walang chicken bago pumila. haay.
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re: KFC. aww.. poor chompy! you can lodge either a formal complaint (one way's by using the contact numbers advertised near their counters) or simply report this incident, para ma-improve nila ang service nila.
i've been to different branches of kfc all over the metro and laguna, but i've never tried having my kfc delivered. i hope isolated ang cases na ganito.
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