Disgruntled Customer Sues KFC in Sulawesi for Rp4 Billion

TEMPO.CO, Jakarta - A fast-food consumer named Erwin Sandi has filed a lawsuit against the Palopo City, South Sulawesi branch of Kentucky Fried Chicken (KFC) at the Palopo District Court. Sandi is suing the fast-food company for Rp4 billion over what he believes is deceptive practice after one of his orders arrived at his house with missing ingredients. 

“We have officially filed a civil lawsuit because they (Palopo KFC management) did not issue a public apology,” said Erwin Sandi on January 12, Antaranews reported. 

The lawsuit is overseen by Article 62 (1) of Law No.8/1999 on consumers protection. If found guilty, the fast-food branch faces Rp2 billion in fines, added with another Rp2 billion in immaterial losses. 

The KFC Palopo is not the only subject of the lawsuit as Sandi has also sued PT GoTo Gojek Tokopedia as the delivery service provider. However, he did not demand material compensation and only demanded the company improve its services. 

Erwin Sandi recalled the chronology of the incident that drove him to file the lawsuit. It started on November 15, 2021, when a family member ordered food from KFC via a food delivery app. 

He claimed the burger that he received did not have mayonnaise, vegetables, and sauces, which disappointed him and made him feel duped by the restaurant. He said it was not the first time it had happened. Two days prior on November 13, he also ordered food from KFC but received something that did not correspond to the image available in the menu. 

Erwin asserted that he would pursue the lawsuit despite KFC Palopo’s attempts for mediation. There are four aspects that he demands KFC fulfill.

First, an open apology by KFC. Second, improving customer service and preventing another recurrence of incomplete food delivery. Third, feed the orphans every Friday at least five orphanages in Palopo for one month. Fourth, he asked the fast food joint to not fire employees connected to this incident.

Of the four demands, three have been met. However, the demand for an open apology across media outlets was not carried out by KFC Palopo. He said a personal apology had been made but not for a public one, which he found regrettable as he said there are many other customers dealing with similar problems. 

KFC Sulawesi area manager Darman did not comment too much about the lawsuit and only assured that the company has handed the legal matters to company lawyers. 

"I have a superior, and I can't comment yet because it's a legal issue. That means, it is a lawyer-to-lawyer issue. The management is ready (to face a lawsuit)," said Darman.

Read: KFC Indonesia Gives Vaccines to 16,000 Employees

ANTARA