Sadly very dissatisfactory...

To whom it may concern, I am writing to express my sincere disappointment with a most recent negative experience at your restaurant, The Gannet, in Mossel Bay. As patrons of 11 years since our retirement to this area, my wife and I feel the need to express our dissatisfaction concerning a customer care issue that needs to be addressed. Our primary concerns revolve around your loyalty program and recent promotional offers: 1. Loyalty Program Issues: Persistent technical problems with your loyalty application have made it inaccessible on occasions, necessitating the staff to suggest manually updating the accumulation of points etc. On one occasion before departing, whilst trying to settle our bill we waited 20 minutes for a manager to resolve a technical issue with the program on your system before we could settle our bill. Our requests for physical loyalty cards have gone unfulfilled despite multiple inquiries. 2. Misleading Promotional Offer: We each received an SMS on September 17th offering R100 vouchers valid only until the end of the month, which seemed restrictive to the balance of the month only. When attempting to use these vouchers on September 25th, we were informed of an undisclosed condition which required a minimum spend of R250 per voucher thus separate bills were necessary to use both vouchers. These conditions were not mentioned in the original offer, which we found very misleading. 3. Billing Complications: Settling our bill became a further 20-minute ordeal requiring manager intervention, which is unacceptable for a well-established restaurant. We do enjoy visiting the Gannet restaurant and will continue to do so, however after these experiences we've concluded that your loyalty program, as it currently operates, is not providing any value or benefit and the continued technical issues we have experienced, coupled with the lack of follow-through on our requests, have made participation more frustrating than rewarding.