Worst experience ever, unprofessional staff and a team that needs more training!!!

I typically refrain from sharing personal anecdotes, but I feel compelled to recount my experience for Sunday the 22/12/2024. I am only posting this now as I have been quite busy.Since it is the festive season, my family and I chose to dine out at the Gateway Mall, opting for Chicken Licken. Unfortunately, this visit was marred by exceptionally poor service, despite the satisfactory food quality. Upon joining the queue to place my order, the cashier summoned me, only to be engaged in an unrelated task on the till, informing me that she was processing another order. Consequently, I endured a five-minute wait before receiving attention. She then took my order, and I waited in the queue for over 30 minutes to be called to collect the meal. I then returned to our table, and only after my mother intervened, following a brief delay, did we receive our food, with the explanation that the order had been mixed up. Notably, we were provided with only two serviettes for a family of four, but this was not the primary issue. The issue was that we requested cardboard plates, a box, or something to eat in, but were informed that each item of stock is counted and that they do not provide this. This raises the question of how customers are expected to eat in a sit-down setting. My mother then spoke to the manager, who apologized on behalf of the two ladies who attended to us, but this was deemed insufficient. Staff need to be well-trained and equipped to provide exceptional service; otherwise, they should not be in this field. When asked for the owner's details, the manager claimed that he was in Zimbabwe and that she could not provide the details as he only makes phone calls. This explanation was deemed unsatisfactory. Unfortunately, we were famished and had to eat our meals by ripping the plastics that the rolls were in and tearing the box the meal came in. Is this how customers should be treated? We had some food left over, which we asked to take home, and again, they could not provide a box, instead offering two packets. What kind of service is this? I am extremely dissatisfied with the service received at the Chicken Licken Gateway branch. The customer service skills displayed were absolutely appalling. Chicken Licken , I believe this is against trading standards and I hope you guys can improve your customer service or you'd be losing a lot of clientele as this is going on all possible platforms. Gateway Theatre of Shopping VIP this type of customer service will contribute a heavy negative impact to the mall.