Threatened by staff

Good day

I am writing to formally lodge a complaint regarding a very troubling incident that occurred at your waterfront branch on 25 November 2025, as well as concerns about misleading information in your ordering process.

I placed an order at approximately 17:35 while I was still at work. After completing a few errands in the mall, I went to the store to collect my order. By the time I arrived, it was after 18:05, meaning roughly 30 minutes had passed since I submitted my order.

However, upon arrival I was informed that my order had not been prepared at all, and that it was only being started at that moment. This contradicts the notifications I received via email. The system first confirmed that my order had been received by the store, and then later indicated that my order had been prepared. This was clearly not the case. As a customer, this is misleading and creates a reasonable expectation that the order will be ready for collection.

When I politely asked why the order was still unprepared after such a delay, I was told that orders are only prepared once they have been fully paid for. This is confusing and very poorly communicated, especially because I have previously placed orders, paid upon arrival in-store, and collected my food without any issues. The inconsistency between the system notifications and the actual store process caused unnecessary inconvenience.

The most serious part of this incident was the behaviour of the staff member who I believe is the store manager. Instead of addressing the issue professionally, he said in vernac: "how do you expect us to make food that you didn't pay for?" and further said "well you well you will wait sisi" in a disrespectful manner. When I questioned his response, he said I am being disrespectful and that's when I actually became disrespectful and raised my voice out of frustration because I had ordered and paid in store and my order was prepared prior to me picking it up. The guy became aggressive and threatened to come out from behind the counter to “beat me up.” Such threatening behaviour is completely unacceptable, unprofessional, and deeply distressing for any customer.

Feeling unsafe, I chose to cancel my order. Even then, I was told that I would “wait even longer” to have the order cancelled, which felt intentionally obstructive. Eventually, I received my refund and left the store.

I am extremely disappointed by this experience. No customer should ever be threatened with violence by a staff member—especially someone who appears to be in a position of authority. I request that this incident be investigated urgently, and that appropriate action is taken. I would also appreciate confirmation that the misleading notifications in the ordering system will be addressed so that customers are not given incorrect expectations in future.

Please confirm receipt of this complaint and advise on the next steps.