I just left one of your locations Kentucky Fried Chicken 7901 N. Oracle Hwy Tucson, Az. I am a customer went in with my sister and husband we are retired and decided on a nice lunch. While I was in line to order I noticed a young women speaking very softly asking why her order came to 18.00 and was being ignored. I said why don’t you ask for a manager, a young man walked up and I could hear them talking and she was explaining that she did not order what she was charged for and asked for a refund on what she did not order. This manager was talking back and forth for a very long time with her I though taking to long for such a simple request why would you not make the order right. I then heard her say at least credit me back the wrap I did not order or receive I will keep the rest but would like some BBQ. After all that the manager said that will be .59 cents she stated ok can you take it out of the refund you are going to issue.
I went on to get our food sat down and got ready to leave I walked up to the counter and I saw this women still standing there crying. I asked her if she was alright she said no they won’t talk to me and I think the manager still has my debit card. I said would you like me to help you, she said yes. So I asked for the manager the young woman said it was none of my business and I said oh but it is I would like to help her get this straighten out.
The manager young short man came out and first thing he said is why is this any of your business screaming at me and I said because she needs help and it is the right thing to do. I don’t understand why you just don’t give her a refund and has the food you left her standing here for over a hour and she needs help. Just please refund her money.
I was then informed that that location is a franchise he does not have to do anything and I need to mind y own business and if the lady did not leave he was going to call the cops on her. I said so your going to call the cops on me because I am asking you to do the right thing and show a good example for your employees on how a manager should handle such a situation.
I was then informed he was going to call the cops on us and I was told to leave we were trespassing. I have never in my life had such a reaction for someone that should be management to know how to handle a situation. I said ok then I guess you need to call the cops to come and take care of this situation.
I asked the lady to sit down i obtained her information informing her I would be contacting the corp office it may be a franchise but there are still standards the KFC requires of their owners and locations. I located a pen and I asked the counter for a piece of paper I was refused by the manager. I can tell you the staff at this location is very afraid of this man and are lost for words as they try to do the right thing. Your management is the leader of your staff and this man does not know how to be a leader.
So trying to do the right thing I explained to this woman who by this time has been completely humiiated by this manager and still crying that we need to step outside and wait for the police to arrive. This is in Oro Valley, Az which the police are not too busy but horrible that he thought he would pull police officers from their job to handle something he caused.
The police officer showed up he spoke to both of us. I stated what happened. All she is asking for is a refund we had decided to handle it at the corp office but he called the police on us. This officer was vey kind explained it is a civil issue but it sounds like it should be a easy fix. We went back inside, by this time two more officer had arrived so it looked like the location had been robbed. They came back after speaking to him and tried to control their composer on how silly this manager is being. My brother in law was standing up front and customers were saying out loud I don’t blame the customer if my food wasnt right I would want a refund as they overheard the conversation.
Now are you ready for this, he informed the officers that this lady or myself is not allowed ever at this location or we will be trespassing. But he is willing to give the lady a store credit that she has to come into that location to place her food order he will put it in “a book”. Now how can she return to use her credit when he just said we would both be trespassing. Even the officer stated he is not being reasonable, this women I was helping declined the offer.
So the officer continued to talk to her, me and my family that was with me. The woman took her food and I informed her and the officer I would contact the corp office to report this and I would give them her information. Then we all parted ways.
All she was trying to do was ask for a refund on something she had a right to do, this man has such a chip on his shoulder and behaved as if he had to prove he was in charge and no one will cross him. This is not a type of management you want working for you or with other employees. Staff behave just as their leaders do, why because it must be alright. All younger employees there what a horrible example for them.
I am 63 years old I am not a young kid, I know how to handle myself and manage people with my background. Why do you ask I felt I had to help again it was right thing to do. This woman was being bullied by your manager humiliated in front of other customers. Customers started asking the front area why was there police officers there and you manager actually was telling customers because of some rude customers that got out of control.
I take that personally and a insult to me and my family, at no time did that women ever raise her voice and I certainly did not cause a scene.
Something has to be done, I feel it is very important that this manager is aware of this complaint and that the customer is going to receive a refund of her meal. I went in for a nice lunch spent $48.00 could not enjoy our lunch and my family was to upset to even finish our food. I also want him informed that we are not trespassing and can go into the restaurant to eat.
The customer name is Brenda Zazueta her address is 1243 E Adelaide Dr Tucson, Az 85719. Brenda cell phone number
is 520-347-1680. Brenda is aware I am sending this to you and this is also my complaint as well.
My information is Brenda Vildusea 9360 N. Hampshire Dr Tucson, Az 85742, my cell number is 520-349-7497 and email bass2004@comcast.net. I am asking for quick response on this and immediate action on the store manager. There are other avenues I could use to get this out in the public and community but I choose not to. I am trusting your company will do the right thing.
The manager name is Thuy Nguyn, I am wondering if it is a culture issue where he thought it was beneath him to listen to a woman or help her. I just don’t know, all I know I am still shocked. It is not alright to mistreat people and take advantage and humiliate anyone. He took full advantage of her quiet timid personality, I am not so timid I am a direct person helping someone who asked me for help.
The police report number is V24010430 it was officer Kelley badge V250, I did not get the other officers name that showed up after him. This would be Oro Valley Police Department, the police report will be available in a couple of days. I can get this report because by helping I am now listed in the report and informed with the customer we would be trespassing if we ever returned to this location.
I have a copy of Brenda receipt I can send to you but her total was $18.44 that she is due a refund on. My order came to $47.xx that we barely touched and ended up throwing away because of the situation. I look forward to your reply to myself and Brenda Zazueta.
I want to be sure you understand what we feel the outcome needs to be:
Refund Brenda Zazueta $18.44
Refund myself Brenda Vildusea $47.00
Manager informed that we are not trespassing if we return to eat there.
Manager is informed refund was issued just as he should have done
Manager needs to be discipline and or laid off
Apology for such a simple task that he allowed to get out of hand, all he had to do was the right thing.
I do have pictures of her receipt and of the three police officer vehicles at the location with their lights on.
Thank you,
Brenda Vildusea
