Spur Steak Ranches Complaint

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SUPPLIER	Spur Steak Ranches	INDUSTRY	Restaurant
BRANCH / AREA	Red Oak Spur, Queensburgh	COUNTRY	South Africa
TIME / DATE	11:17 Thu 2 Feb	PERSON RESPONSIBLE
CUSTOMER	Michelle Mac	View all reports by user	0 1
PROBLEM	Bad service, bad food,...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Thu 2 Feb
HEADLINE	Red alert for Spur QA
Hi there, I've just read Steve's report & your reply on 12 Dec 2011 & was wondering if anything had been addressed with Red Oak Spur, as nothing has improved. I have been there a few times now & have not once yet had an issue-free episode. From: Being seated, given a menu & then left to wait about 15mins before even a drinks order was taken (other Spurs take drinks orders when you get your menu).....to Being told that straws are out of stock (yet the manager had one in his drink a few tables away) and they are in a PnP shopping centre!.....to Milkshake that was as watery as NesQuick (no ice-cream in it)......to Old dried up chips being served (don't know how those even got to leave the kitchen on a plate).....to Meals being served with no cutlery (we had to ask for knives and forks after our food had been left in front of us). Is it lack of training with waitering and kitchen staff? When we tried chatting to a manager about it, he wasn't very apologetic & just seemed to get defensive & stated that he was in fact also part owner! Surely going out & paying for a meal should be less stressful than staying home & cooking? Please help us enjoy a meal at our new Spur! From M Add a new Spur Steak Ranches Report Inappropriate report?
SUPPLIER'S RESPONSE	Spur Steak Ranches	Time and Date	15:18:09 \| Thu 2 Feb 12
Hello Michelle Mac, Thank you for sharing your frustrations with us! All stores are monitored by Head Office Operations Managers to ensure that there is consistency between all Spurs. We are alarmed to read of your experiences at Red Oak Spur and apologise to you and your family for any inconvenience that has been caused. We have alerted the Operations Manager responsible for this Spur so that internal action can be taken. Please allow us time to investigate and we will be in touch with you shortly to provide feedback. Kind regards Bev Cornwell Customer Care Manager
CUSTOMER'S FEEDBACK	Michelle Mac	Time and Date	10:09:30 \| Tue 7 Feb 12
Indifferent: Owner, Tommy, called same day. He said that they have so many happy customers there & that me having so many issues was very odd & made him feel very depressed! He spoke to manager, Henk, then called back to explain issues. He said I should save his no. on my phone, in case my coke is 2 degrees too warm the next time I'm in there....I told him that I was offering constructive criticism, so they could improve & I could also enjoy it there. Plse don't get him to call me again. I will try it again