Bad Service and Order Delay!!

Unacceptable service my family and I experienced at your Vosloorus branch this evening, 31 August 2026.

At approximately 19:10, we placed a small order for 12 wings and 2 sliders. We paid at the window and, at no point, were we advised that there would be a delay with our order or that the wings were not ready.

We were then told by a staff member to park our vehicle and that our order would be brought to us. We did exactly that.

We waited for over 40 minutes.

During this entire time, nobody came to us to explain the delay, apologise, or even provide an update. Meanwhile, several other customers arrived after us, approached the window asking about their orders, and were attended to. We remained patient because we understood that the branch may have been busy, but there was absolutely no communication.

This is where my frustration lies.

If an order is going to take longer than expected, basic customer service is to communicate that to the customer. We could have been told when placing the order: “We currently don't have the wings ready, and they will take approximately 20 minutes. Are you happy to wait?” We could then have made an informed decision.

Alternatively, if the sliders were ready while the wings were still being prepared, someone could simply have communicated this to us and asked whether we would like to take the available items while waiting for the wings.

Nobody said anything.

After more than 40 minutes, my husband eventually went inside to find out what was happening, and was then asked for our vehicle registration number. This was particularly frustrating because nobody asked for our registration number when we ordered, paid, or instructed us to park and wait for our food.

When he questioned the situation, the staff member (Sizakele Mngoma) involved was also rude and dismissive and wasn’t even willing to assist !!!!!

I eventually had to speak to the manager myself (Ntombi). While the manager was calm and attempted to assist, there was still no satisfactory explanation as to why nobody had communicated with us or why we had been left waiting for so long.

I also have to ask an uncomfortable question: is the level of customer service at this branch influenced by the fact that it operates in a township/community environment? Because the treatment we received is not something I would expect from a major brand, and it is certainly not the standard of service customers should receive regardless of which branch they visit or where that branch is located.

We were there with our daughter after collecting her from school and visiting a doctor nearby. We chose to support the branch simply because we were in the area and wanted a quick meal. Instead, we spent over 40 minutes waiting for a small order, with nobody taking responsibility or communicating with us!!!!!!!!

Being busy is understandable. Poor communication and disrespectful customer service are not!!!! I’m so angry

I would like this incident investigated, including the CCTV footage, which should clearly show the customers who arrived after us, the orders that were handed out, and the amount of time we were left waiting.

I would appreciate feedback on what went wrong, why there was no communication regarding the delay, and what will be done to ensure customers are treated with the level of service and respect they deserve.

I look forward to your response.

Kind regards, THABANG Sibeko