Poor Service

I would like to formally raise a concern regarding the service I received at your Sophie De Bruin branch.

On Friday, I purchased a Chicken Hot Wing 8 meal and added two SoulFire sachets. When I got home, I noticed that the sachets were missing. I attempted to call the contact number on the receipt to inform the store, but I could not get through. As I live far from the branch, I was unable to return immediately.

On Monday the 22nd, I went back to the store to report the issue. I was given the missing sachets. While I was there, I decided to purchase food and ordered the SoulSister 2 Vibe meal. The cashier informed me that the store was out of mini loaves. I had no issue with this and agreed to proceed with the meal without the mini loaf.

While waiting for my order, I noticed mini loaves being delivered to the preparation area. Shortly thereafter, another customer who had ordered a full sit-in meal was served with a mini loaf. When my order was handed to me, it did not include a mini loaf. I asked why, given that mini loaves had just arrived. I was told that I had agreed to take the meal without one.

I explained that I agreed only because I was informed they were out of stock, not because I was unwilling to receive one if available. Despite this, my concern was dismissed. I accepted the chicken and left the store feeling disappointed and disrespected.

What troubles me most is the apparent difference in how customers are treated based on the type or value of the meal they purchase. As a customer, I believe everyone deserves to be treated fairly and with the same level of respect, regardless of the size of their order.

My issue is not about the mini loaf itself, but about the experience and how I was made to feel. I left the store feeling that I was treated unfairly, and I find this deeply concerning.

I trust that this matter will be looked into, as I value fair treatment and good customer service.