Unexpected terrible service received!

<p>Below is the email send to De Kelder on 31 July 2017 - No response received! <br /><br /> <br />Let me start by stating that De Kelder Plattekloof is our absolutely favourite place! It is our go-to place. We have celebrated birthdays, farewells, Sunday lunches, Mother’s Day, and many other special occasions at De Kelder. We have recommended De Kelder to so many friends, and they have all raved about it! Almost every get-together with friends and family has been at De Kelder. Be it just us as a couple, a small group, or an entire group, we have enjoyed many happy and special hours at De Kelder. We have brought friends who were visiting Cape Town to enjoy the experience of De Kleder.</p> <p>My mother held her 60th Birthday there 11 years ago, and last year her 70th birthday! As a family we celebrated my daughter’s 21st there. We have been to De Kelder on various days of the week to try the specials. We cannot speak highly enough of the great food, the enormous portions, the fantastic service, the fabulous atmosphere... We know almost every waiter by name. The bar staff have always been super in their recommendations and mixing of various shooters and drinks for our enjoyment. In short, we as a family and close group of friends LOVE De Kelder Plattekloof!</p> <p>We have been tempted to try one of the other branches of De Kelder, but as yet have not as we are literally up the road from Plattekloof. It is the place we know and enjoy so we are always making up reasons for a night at De Kelder!</p> <p>We always spend quite a bit but have never received any special treatment as the regular level of service was always more than expected anyway.</p> <p>So, it was with such disappointment that the service we received on Saturday night turned out to be the worst service we have ever received, anywhere!</p> <p>We arrived around 20:10 / 20:15, to meet other regular patrons of De Kelder, who were already there. There was no table big enough for us in the smoking section, so the waiter said he would put 2 tables together. This is normal. However, he disappeared so we went in and joined 2 tables ourselves. He came back and said he would bring us menus. About 10 minutes later, my husband got up to get menus from an empty table. Eventually the waiter came back and we asked for a wine menu. After about 10 more minutes he returned and we placed an order for drinks. Not once did he make eye contact with us! I ordered a Cosmopolitan ****tail, and he said they do not have. I then ordered a vodka instead but asked him to find out from the barman if he could make a Cosmo, as previously they had made for us.</p> <p>He returned to say the barman and manager said NO. This surprised us. A friend at the table then went to ask and the barman said no problem he would make one.</p> <p>The waiter returned with our drinks, no Cosmos, and only a single Cane for my husband as it was the last. No apology was offered. We asked about the Cosmo and he turned around, slammed the tray with the drinks down on another table, and stormed out. At this stage, we had had enough of his attitude, and we got up to leave. I was beyond upset at this stage! We did not consume any drinks, and did not even have a chance to order anything to eat!</p> <p>At the entrance, my husband asked for the manager. He explained and all the manager said was that they no longer made Cosmos, and thanked my husband for telling him about the waiter. My husband explained that the issue was not about the Cosmo, but the attitude of the waiter! The manager let us leave, without even attempting to apologise to convince us to stay! So about an hour after arriving, we left without having had anything to drink or eat, and it was around 21:10 / 21:15!</p> <p>Needless to say, we had to go elsewhere for dinner. But I have never been so upset or disgusted with De Kelder Plattekloof! So this is a sad goodbye to our favourite hang-out... for us, our friends and family! We will now finally be trying one of the other branches! <br />Regards,<br />Ronell Davids</p>