What's the point having great food if your customer service leaves a bad taste in your mouth

Hi

On 27 August 2018 at 18.14 we ordered a pizza from your waterfront branch. During the order, I asked the lady we took the order to call me to confirm what the payment would be. She not only said she would but also told us that the order would take 45 mins.

At 18.44 after waiting for her to call, i eventually called the branch again to ask what the price would be. Already annoyed as it was a simple request which would not have taken long.

At 19.18, more that the estimated time, your delivery guy came to do the delivery. Only to notice once I got to the flat that the pizza was cold.

At 19.20, I called your branch again to inform Wha**** that the pizza was cold and he said that he would do his investigations and would call me upon resolving the matter.

He returned my call at 19.34 and said it was due to the rain etc that the pizza was cold and apologized for the person answering the phone for not returning my call as requested. We spoke and he said that he would 'make it up to us' after informing him that we were regulars and were often at the restaurant or in the waterfront.

Fast forward to this evening. After leaving the movies, we decided to go around and take him up on this offer to make it up to us.

Firstly, he started blaming me for not coming in earlier to resolve the matter. My business partner joined us as the conversation started heating up and said that we just wanted to bring it his attention. My reply was then, that I paid for the pizza and I wanted the cold pizza to be replaced. Your manager then indicated that we should have returned the pizza when we found out that it was cold.

I had the following items that I was appalled by how the matter was handled. Firstly, the pizza was delivered and who eats food prior to the delivery being finalized. Secondly, is there a deadline on poor service or customer satisfaction? Thirdly, as management, you should lead by example. Whaleed shouted at me from the entrance of your restaurant to the exit of the mall which is about 6m away!!! Fourthly, having worked in the service industry all my life, if a client is unhappy and I haven't seen or spoken to the client, how is it the clients responsibility to follow up after the client brought it to the restaurant's attention. He took all my necessary details etc.

I have eaten at all your restaurants all over Cape town and even in Knysna as I loved your pizzas. We actually visit your restaurants on average twice a week.Unfortunately due to the treatment received, I will no longer eat at any of your establishments due to your poor client service.

Ps bring the Jordanian guy back, you let the wrong person go.

Kind regards

Mareldia ********** 771