3 ways unhappy KFC customers can complain in Indonesia

No other fast-food chain in the world has championed ‘fried chicken’ in the way KFC (Kentucky Fried Chicken) did, starting in the mid-1950s. But, in Indonesia, the company had taken a life of its own by becoming more than just your regular fast-food joint; instead, it became a cultural phenomenon. KFC made an entry into the Indonesian market in 1978 with the help of the Gelael family, who recognized the potential and immediately acquired their franchise rights.

KFC started their Indonesian chapter by opening the first store in Jakarta, slowly igniting a love for American-styled fried chicken wings with a little hint of a local twist. Over the years, the company expanded to all the major cities of the country, ultimately becoming the ultimate haven for families and teens to hang out together. In addition to providing delicious and affordable meals, KFC has also been an essential player in uplifting the country’s economy and socio-economic backgrounds.

Today, customers are greeted with a wide range of items at KFC Indonesia, from the usual fried chicken to optional sides, beverages, and desserts, while also offering various dining and online ordering options. Having said that, if your recent experience at KFC Indonesia has not been up to par and you feel that serving a complaint might be appropriate, then our all-inclusive guide can help you do just that..

We Discuss Your Options to Complain

If you want to complain regarding either the food quality and/or the dining experience at KFC Indonesia, then all you have to do is follow the steps for any of the processes listed below.

Complaining Online

1. The primary step involves you to visit the official ‘Contact Us’ web page here.
2. On the landing page, you will be provided with an online form that you need to fill out. Start by first stating your full name and gender.
3. After that, state your current address in Indonesia, along with your telephone number and email address. Then, under Section ‘Comment Type’, choose the type of complaint you are registering. For instance, if your complaint is related to food quality, then select ‘Product Quality’ and then, in the ‘Comment’ box, type in the complaint that you want to share. Keep in mind to share your order ID (if the complaint is related to an order) along with the date, time, and outlet of purchase.
4. Once done, click on ‘Submit’ and your complaint will be registered successfully. Now, all you have to wait for is an official response from the company’s customer support.

Complaining Via Phone

1. First, you need to make a phone call to the customer support department at KFC Indonesia at 14022.
2. Select the ideal on-call options so that a customer care representative can attend your call session.
3. Once you are connected to a customer care agent, state that you want to raise a complaint and then state your name, order ID (if the complaint is related to a recent order), the date, time, and outlet of purchase, and the message you want to share.
4. After listening to your complaint, the customer care representative will either provide you with a solution over the phone or will ask you to wait for an official response from the company’s customer support. Be sure to provide your phone number and/or email address for seamless communication.

Complaining at Nearest Outlet

1. Start by first locating a nearby KFC outlet around you in Indonesia via the official store locator.
2. On the landing page, you will be presented with a list of stores that you can visit, which you can further narrow down by entering your preferred location in the search box.
3. Once you have found your preferred outlet, head over there and talk to the head receptionist about registering a complaint. Be sure to follow the laid-out process judiciously.
4. Finally, once your complaint is registered, you can then expect either an on-site solution provided by the staff members or you will be asked to wait for an official response from the company’s customer care department.

Additionally, you can also contact KFC Indonesia’s customer support via email at cs@kfc.id to let your complaints be heard properly.

Common Customer Grievances About KFC Indonesia

Since KFC’s inception in Indonesia, the company has always been wary of providing top-tier food quality and customer service so that it can maintain its popularity over time. But the recent increased market competition and economic uncertainty have forced the fast-food chain to cut down on its operating expenses, leading to a slew of issues that customers face daily when ordering.

The primary complaint has always been about KFC Indonesia’s official app (available on Android and iOS), especially when it comes to online ordering. For starters, users are unable to write specific cooking notes for their orders, leading to them receiving food that is not tailored to match their taste buds. And even though the app has a fantastic UI (User Interface), it suffers from slow and buggy performance, leading to frequent crashes. Additionally, not all KFC outlets in Indonesia use the official app for order deliveries, and those who do use it do not update their menus in real-time, meaning more headaches for end consumers.

Customers frustration also stems from the fact that more often than not, orders are canceled without any prior warnings or notifications, and when they have to visit the store personally, they have to deal with long wait times or sometimes even slow service. And then there is the issue of inconsistent food quality, increasing prices compared to portion sizes, and late deliveries.

It is crucial that KFC Indonesia take their customer complaints seriously to be able to thrive in a competitive and dynamic business environment. And that change will not be possible without your constructive criticism.