Complaint Paarl Hungry lion

URGENT: Formal Complaint - Public Humiliation & Appalling Service - Paarl Store - Order #720

*To:* Hungry Lion Customer Care / Head Office *Email:* ***

To Whom It May Concern,

I am writing this complaint with deep disappointment and anger regarding the treatment I received today at your Hungry Lion Paarl branch.

As someone who works in the call centre customer service industry, I take customer service extremely seriously, which is why I was so shocked and hurt by what happened. I am a loyal Hungry Lion customer who buys lunch from you almost every day, but after today, I no longer feel happy, safe, or comfortable going to the Paarl store.

*Incident Details:* *Store:* Hungry Lion Paarl *Date & Time:* Today at 14:08 - Order #720 *Cashier:* Mbalentle Qwabe [***] also called Mbali *Other Staff Involved:* Okuhle

I walked 15 minutes during my limited lunch break [13:45 - 14:45] to order a Big Bite 2 Spicy and a Big Boss Cheese Meal. After paying at 14:08, I only received part of my order and was told to wait. At 14:20, I was told I would have to wait another 10 minutes.

As I had to be back at work by 14:30, I politely approached Mbalentle to check on my order. Instead of assisting me, she shouted at me in front of other customers and staff: "Can't you see the store is full? What must I do about that? Take your money and leave."

I was completely humiliated and embarrassed. When I asked to speak to a manager, both Mbalentle and Okuhle refused to give me the manager's name and continued to be dismissive. Mbalentle then refused to remake or expedite my order, forced a refund on me, and said if I still wanted food I would have to rejoin the queue and start all over again.

To make matters worse, she also got my friend's order wrong. He ordered 1 Big Bite and extra chips, but she rang it up as a Big Bite 2, which he did not want.

As a direct result, my entire lunch break was wasted. I was left with no food and had to return to work on an empty stomach, having to share from my friend's incorrect order. I felt disrespected, humiliated, and extremely disappointed as a loyal customer.

*I need this attended to as soon as possible. I request:*

*1. Compensation:* For the meal I paid for, waited for, and never received, and for the severe inconvenience.

*2. A Formal Apology:* A formal written apology from store management, and I want Mbali to personally apologize to me for the way she treated me.

*3. Accountability:* Written confirmation that the misconduct of Mbalentle Qwabe and Okuhle is being formally investigated.[877989]

I expect a prompt response within 48 hours explaining how this matter will be resolved. This experience has completely ruined my trust in the Paarl branch.

Sincerely, Siphokazi