KFC - Disappointing Drive-Thru Experience – KFC Oldham Elk Mill (19th Oct, 3–4 PM)

Dear KFC Customer Service Team,

I am writing to formally raise a concern regarding a disappointing experience I had at your Oldham Elk Mill branch, specifically at the drive-thru.

As a regular customer at this location, I was genuinely surprised and upset by the level of service I received. Upon arriving at the drive-thru, I waited at the speaker for some time, but no one responded. Assuming there was a technical issue or the staff were momentarily unavailable, I slowly drove forward to the first window. There, a female staff member (an Asian girl wearing a hijab) saw me but proceeded to shut the window directly in my face without a word.

Naturally, I felt confused and disrespected. I continued to the next window to speak with someone and shared how I felt, hoping for a reasonable explanation or at least a polite acknowledgment. However, the manager’s response was even more disappointing. Rather than apologising or offering a solution, he said:
“So what do you want me to do? I don’t have a till here, you’ll have to go around again until she serves you.”

This response came across as dismissive and completely lacking in professionalism or customer care. I have never experienced such behaviour from KFC staff or management before, especially at a location I frequent. What should have been a simple and respectful interaction left me feeling ignored, disrespected, and frustrated.

I’m sharing this feedback in the hope that it will be taken seriously. I kindly request that KFC looks into this matter and takes appropriate steps:

To remind the staff (and particularly the manager on duty) of the importance of respectful and customer-focused communication.

To ensure all customers including drive-thru visitors are treated with courtesy and professionalism.

To offer reassurance that this kind of experience will not be repeated.

An apology and explanation would be appreciated, and I would like to know what actions will be taken in response to this complaint.

Thank you for taking the time to read and consider my feedback. I hope to see improvements moving forward

Kind regards,

***** *****
My contact number: *****
Date and time visited: 19/10/25 around 4- 5pm