Disgusting Serv

Went to Fancy Franks Bothasig for their burger special on Monday.I asked the waitress (Nyanza) not sure of the spelling specifically to ask the kitchen not to burn the patty.

The order came,too much lettuce for starters,little mushroom. Anyway I wanted to cut the burger in half but it was a bit of a struggle so I manage to cut a little less then half. When I started to eat it tasted bitter,I didn't bother to check. I thought that maybe it's my mouth because I tend to get a bitter taste in my mouth.

Later I discovered that the reason for the bitter taste is due to the patty that's burnt. We were looking for the waitress for a third time that my husband had to get and look for her. We showed her the patty,she took the food away.Much later the manager Ryan approached us.He apologized and gave us some story about the grill and how they still Learning how to manage it. By all means,I can understand that.

What he did next shocked me,this guy actually offered to bring me chips for more then half a burger that was burnt which I specifically requested that the waitress must advise the kitchen to not burn the patty. My husband didn't think anything of it so he said to this manager to only replace the burger. His whole demeanor confirmed that he wanted to replace the burger with chips. I mean how do you dare humiliate a customer in that way. If he had a problem because I are from the burger,he should have spoken up.

Later the waitress came with the bill,my husband asked her what about the burger. She said but the manager was here didn't he explain. After we paid I confronted the waitress,then my husband addressed the manager. My husband asked what is their policy regarding a situation like this. He did not answer.

First of all serving people burnt food is very unhealthy.This place needs to close down. Bad food,bad service, waitresses standing by the bar while we had to look for her to serve us. I will call the health inspector to advise him that Fancy Franks serves people burnt food and expect you to eat it. Needless to say we left unhappy and I was still hungry

IF YOU WANT TO THE BEST BURGERS AND EXCELLENT SERVICE,BOSSA IS THE PLACE TO GO.

THIS IS THE RESPONSE FROM THE OWNERS ASSISTANT AFTER THEIR INVESTIGATION THE 28 AUGUST 2025

Hi Ashley,

Thank you for your feedback. We’ve reviewed the situation carefully, including checking our in-store camera footage. From what we can see, more than half of the burger was eaten before you took a bite that you spat out, which we believe may have been a piece of sinew. It’s important to note that a burger cannot suddenly become burnt in the middle, and both your husband and daughter had burgers, which they finished and seemed to enjoy.

All of our meat is chargrilled over Kameeldooring Namibian hardwood, which gives it its unique flavour. That being said, we are sorry that you felt the situation was not handled correctly by the manager at the time. We take all guest experiences seriously and always want our customers to feel looked after.

We must also add that we do not appreciate the 1-star review posted on Google in which you make threats of contacting the health inspector and suggesting our restaurant should be shut down. We stand by our food quality, processes, and hygiene standards, and we are fully confident in welcoming any inspection from the relevant authorities.

We hope this clears up our position, and we trust you can understand our perspective.

Kind regards,

I AM NOW BEING TREATED FOR THE SECOND TIME LIKE I WANTED A FREE MEAL WHEN IT WAS ALL ABOUT INTEGRITY.I AM ALSO NOW BEING MADE OUT AS A ****.SO IF YOU WANT TO DISGUSTING FOOD,BEING TREATED LIKE A **** WITH NO RESPECT, THEN FANCY FRANKS IS YOUR PLACE TO GO.NO INTEGRITY