KFC Matamata

Very disappointing experience at KFC Matamata. Today we ordered food from the drive-thru, but we did not receive the correct order. When we got home and checked, it was completely different from what we had ordered. This is not the first time this has happened to us at this location, which makes it even more frustrating. Mistakes can happen once, but repeated errors show a lack of attention and care.Staff should double-check orders before handing them out, especially for drive-thru customers who may not realise the mistake until they reach home.We hope the management takes this seriously and improves their service.”

Very disappointed with the customer service with Eleanor and Mohit at KFC Matamata.nnI am a regular customer and have ordered the same item through the KFC delivery platform itself many times before. On previous occasions, I received exactly what was shown in the photo—drumsticks. That is why I was surprised and disappointed when today’s order was different.nnI ordered 5 individual drumsticks through the KFC delivery platform. The item displayed a photo of a single drumstick and was priced at $5.39 each, so it was reasonable to expect that I would receive 5 drumsticks. Instead, I received 1 drumstick, 2 breasts, 1 wing, and 1 thigh. If that is how the item is intended to be supplied, then I would have been better off ordering the 2-piece mixed chicken, which costs only $8.79 for two pieces.nnWhen I contacted the store, manager Eleanor told me that if I wanted drumsticks, I should have made a request. I explained that there is no request or notes box available on the online ordering platform, so there was no way for me to make such a request. Given that I have successfully ordered the same item before without needing to leave any special instructions, this response was frustrating and unhelpful.nnI was then told that if I wanted the correct order, I would need to come to the store and collect it myself, despite having already paid of $7.99 for delivery. This was not a reasonable solution for a mistake that was not caused by the customer.nnAbout 15 minutes later, another manager called me, Mohit. Instead of attempting to resolve the issue professionally, he became argumentative, raised his voice, and continued debating the situation rather than listening to my concerns. I found this behaviour inappropriate, unprofessional, and inconsistent with basic customer service standards. Customers who raise legitimate concerns should be treated with respect and offered solutions, not met with excuses, arguments, or a confrontational attitude.nnWhile I was trying to explain the issue and asked if he could listen to me first, his response was, “No, you listen to me!” He also told me, “That’s your problem!” I found these comments completely unacceptable from someone in a management position. As a customer, I contacted the store to raise a genuine concern about an incorrect order. Being spoken to in this manner made me feel dismissed rather than helped. So, according to this manager, raising a customer complaint is simply the customer’s problem? Unbelievable.nnI was also told that not all staff work the same shift and that I should understand the situation. Internal staffing issues are not the customer’s responsibility and should not be used as an explanation for poor service or incorrect orders.nnThe biggest issue was not the incorrect order itself but the way the complaint was handled. The lack of accountability, poor communication, argumentative behaviour, and failure to provide a customer-focused resolution turned a simple mistake into a very disappointing experience.nnAs a regular customer, I expected much better. KFC Matamata needs better complaint resolution procedures, clearer online ordering information, and significant improvement in customer service training for management, particularly for Mohit. The way my complaint was handled was unprofessional and left me feeling that my concerns were not taken seriously. Customers deserve to be treated with respect and provided with solutions, not arguments and blame. .....

Great experience at KFC! The food was fresh, hot, and really tasty. The staff Shivam was very friendly, and my order was prepared quickly. The restaurant's environment was clean and quiet. Best place to eat a full meal.

Good food longer than expected wait only 2 cars in the drive through but still had a 10 minute wait

Dried rubbish chicken concealed by 3 pieces of half decent chicken on the top. So dry even the bones are crumbly.nUpdate, after the manager hung up on us twice we drove back to this dump to seek a refund, we were greeted by 4 workers attempting to intimidate and refused to give our refund although we had return most of the dried nasty food. They instead threatened us with the police, which we welcomed, it was only after the police arrived that we were given our refund. Great way to waste police resources KFC, I can see why so many other people get agitated by your staff and their terrible training in both food and customer service.