Bad Service

I am writing to formally lodge a complaint regarding the service I received at Hungry Lion Festival Mall (Kempton Park) on 23 May 2026 at approximately 14:16.

I purchased two "Double Big Boss" ,R79.90 each a meal, and during payment, the cashier (***) advised that the transaction had not gone through. However, I informed her that the transaction had already deducted from my account. She then requested that I attmept payment again. This process repeated,and I ended up making three payments, all of which reflect as debits on my account.

Despite this, the cashier insisted that only one transaction had gone through, simply stating, "but theres only one slip." When I questioned why my banking app showed three debits and a reduced balance, she responded rudely amd dismissevly.

She then called someone who she referred to as her manager. Unfortunately, the situation worsened. The lady did not introduce herself and immediately told me to wait 2-3 days,both the cashier and manager did not have their name tags on them, and the manager refused to tell me her name when I asked what her name was. She referred me to the cashier number on the slip that thats their names and that they are not allowed to give their names. I felt disrespected by both the cashier and manager, particularly because I was communicating in my home language their approach was clear that I was not educated which is why I then switched to English.

Furthermore, I was told to return to the store to collect any potential refund if the funds do not reverse into my account. When I mentioned the inconvenience and cost (including transport), the manager blatantly said only the amount taken will be refunded and no consideration will be given for additional costs such as petrol. This response lacked empathy and basic customer care mainly beacuse she did not even ask me where I reside but was so firm that I must return to the store for the refund.

As a professional working in the banking sector, dealing with international clients, I am well aware of what constitutes excellent customer service, and this experience fell far below acceptable standards.

It is concerning that staff, particularly someone in a managerial position, would behave this way in front of the customers. I strongly urge Hungry Lion to review its training & customer service standards. There are many capable individuals who would value customers & represent your brand with professionalism.

Due to this experience, I am extremely dissatisfied & reconsidering future patronage at your Festival Mall branch.

I trust this matter will be taken seriously and addressed accordingly.

Regards, T.D