Issues experience @Burger King Cape Gate

Last night, against our wishes, we went to Burger King, Cape Gate Lifestyle Drive Thru. I know it is end of the month (pay day) as well as school holidays, however our two little ones was so excited as they love the soda fountain offered at this shop. And I had two R50 BK vouchers which I received from ABSA. This is where everything went wrong.

So after placing our order and trying to redeem our free Junior Whopper, the cashier told us that the code is not working and she is getting an error code. I was also advised that I can only use one R50 voucher per transaction, which is understandable. She then advised us the Soda fountain is out of order, however she can fill our glasses with the machine in the drive thru. My order was for Two Whoppers meals. Our Slip was CHK 957.

I then completed the Survey and received my Validation code:30870. I order two value meals for the kids, using the app, onion rings and mozzarella sticks, as the kids love this. I tried to redeem the free Whopper and again I was told by the cashier, she is unable to redeem the Whopper as she is getting an error code. Slip number was CHK 964.

So as the shop was extremely busy, with Customers and Uber eat drivers, the kids went to the vehicle. No need for sit down as the soda fountain was out of order.

So after waiting several minutes for my food, the Customers that paid after me, was called to collect their food. I understand that certain items such as the Mozzarella sticks are made per order, hence I waited patiently. Finally my order was called out, but it was only for CHK 964. When the food was handed to me, I notice only one Value meal was rang up, after I asked for two when I placed my second order. When I enquired about my first order, I was asked if I did not already collected my order as it was no longer on their screen. You can check your cameras, I never received the first order, nor the drinks that was ordered. Unfortunately they took my slips, hence I do not have the time when the was placed. It was must have been between 18:00 – 19:00.

The staff was very professional to “fast track” my order after I complaint. While I was standing in the queue, I was not the only one with issues. Some Customers before and after me also had to inform the cashier of issues with their food. Items that was missing, not rang up, receiving different drinks that was ordered, etc.

I think it is important for me to raise these issues experienced yesterday, as BK are going to lose Customers. I for one, will not return to this shop if this was my first time going to this Burger King. I often go to this venue as the Burger King inside Cape gate Mall does not have the soda fountain anymore. And as previously stated this is an attraction for the kids as well as the upstairs seating. With no issues.

I am not sure if it was due to lack of experience or short staff, but the staff was very confused yesterday evening. It was a total chaos.