URGENT ESCALATION – Suspected Cockroach Leg Found in KFC Food – Mount Edgecombe Caltex
Dear KFC South Africa Customer Care, I am formally escalating a serious food-safety complaint regarding food purchased from the KFC Mount Edgecombe branch in Durban. On 24 August 2026, I purchased KFC Mash & Gravy from the Mount Edgecombe branch. While eating the food, I discovered what appears to be a cockroach/insect leg in the gravy. I immediately photographed the foreign object, including clear close-up photographs showing its shape and segmented appearance. I have retained the food, container and foreign object as evidence. I contacted the manager of the Mount Edgecombe branch directly to report the incident. I am extremely disappointed that the only resolution offered to me by the manager was a refund of R25.90. A refund of R25.90 does not adequately address the seriousness of a suspected insect/cockroach part being found in food served to a customer. My concern is not simply the cost of the meal; it is the potential food-safety and hygiene issue at the premises and the possibility that another customer could be exposed to the same problem. I therefore request that KFC South Africa urgently: 1. Register this as a formal food-safety complaint and provide me with a complaint/reference number. 2. Investigate the Mount Edgecombe branch, including its food preparation, storage, cleaning and pest-control procedures. 3. Arrange for the foreign object to be properly examined if necessary to establish exactly what it is. 4. Confirm whether the branch's pest-control records and food-safety procedures are compliant. 5. Explain what corrective action will be taken at the restaurant. 6. Provide me with a written outcome of the investigation. 7. Review the response provided by the branch manager, as I do not consider a R25.90 refund an adequate response to a potential food-contamination incident. I have photographic evidence and have retained the relevant food and foreign object. I am willing to provide these to KFC or the appropriate authorities for examination. If this matter is not properly investigated and addressed, I will consider escalating the complaint to eThekwini Municipality's Environmental Health Services and other appropriate consumer/food-safety authorities. I expect this matter to be treated as a serious food-safety complaint and not simply as a request for a refund. Please confirm receipt of this complaint and provide me with the relevant reference number. Kind regards,