Complaint ignored despite evidence and promise of follow-up

I am extremely disappointed with Hungry Lion's handling of a serious complaint regarding the N1 City Mall branch on 25 September 2026, Order ***.

Our order was placed at 13:50:45 and only received at approximately 14:40 — almost 50 minutes later. During this time, orders with significantly higher numbers were being called, while we were still waiting. We were told there was only one person making burgers.

There were also several other issues: a very poor portion of chicken in one of our double burgers, a missing Mini Loaf shown on the receipt, no serviettes, and an additional R20 cash payment requested for two chicken-strip add-ons which we did not see being processed or receipted.

I contacted Hungry Lion via Facebook Messenger while I was still in the store and supp**** photographs, the receipt and timestamped correspondence. I subsequently supp**** my contact details and submitted a formal complaint by email.

After eventually responding, Hungry Lion offered me a Big Bite 2 voucher as a "gesture of goodwill". I declined this because it does not address the actual issues raised.

More importantly, I was told the matter would be taken further and that I would be contacted.

I have not been contacted.

I have repeatedly given Hungry Lion the opportunity to resolve this privately and have been met with an unacceptable lack of accountability and follow-through.

I have retained the receipt, photographs and timestamped correspondence, including evidence of my attempts to obtain assistance and the subsequent lack of response.

I am now escalating this matter to the appropriate consumer channels.

Very disappointing customer service and an even more disappointing complaints process.