Poor Service and Incorrect Order

I am writing to formally lodge a complaint regarding the unacceptable service I received at your Newlands, Johannesburg location today, 20 May 2025, at approximately 12:11 PM.

I used the drive-thru service with the intent to order quickly and collect my son from school by 1:00 PM. However, due to the incompetence and poor service at this branch, I was severely delayed and only received the correct order by approximately 12:55 PM.

At the speaker, I asked the staff member about the contents of the “Cheesewich Sandwich."” I was clearly and confidently informed—more than once—that it includes *cheese, pickles, tomato, and a chicken fillet*, and that the meal includes chips and 2 hot wings for R45. Based on this information, I ordered two Cheesewich meals and two other items.

After paying, I was instructed to park and wait for my order, which is an ongoing and frustrating issue at this particular branch. After waiting, I received my order. To my shock, both Cheesewich sandwiches were burnt and *missing the chicken fillet*, which was the main component I asked about.

I returned to the drive-thru to correct the issue. It was only then that I was informed by another staff member that the sandwich does *not* come with chicken fillet—completely contradicting what I was told earlier. I was passed to the next window, where a female staff member asked if it was “about the sandwich,” then walked away without assisting me. Eventually, a male staff member confirmed the error, acknowledged they were reviewing the tape, and agreed that I was misinformed.

Despite the acknowledgment, I was made to wait even longer. At this point, it was already 12:45. The manager came to the window but offered no apology. She was dismissive and clearly unconcerned with the impact of this error. I had to repeatedly point out the time on my slip (12:11 p.m.) to highlight how long I had been waiting.

Eventually, I did receive a replacement sandwich, but even that was incorrect—it lacked the cheese and pickles originally promised.

While one staff member did admit fault and offered a partial apology, the entire experience was unacceptable. The lack of communication, accountability, and customer care—especially from management—is deeply disappointing.

I urge you to investigate this matter, take the necessary corrective action, and ensure that proper training is provided so that no other customer is treated this way. I am also requesting appropriate compensation for the inconvenience, poor service, and incorrect order.

I look forward to your urgent response.