Poor Complaint Handling and Lack of Management Engagement – Hungry Lion Mamelodi, Tshwane Mall

Complaint: I am posting this review to document my experience and raise concerns regarding how a customer complaint was handled at Hungry Lion, Mamelodi, Tshwane Mall.

On 12 December 2025, I made a purchase at this branch (Order #2509, Tax ***, total amount R559.60, paid by card). Following this visit, I was dissatisfied with the service received and felt that my concerns were not adequately addressed.

Because the matter remained unresolved, I returned to the branch the following day to raise my complaint in person and allow the business an opportunity to address it directly. I travelled back using my own time and transport, despite the branch being approximately 10 minutes away, specifically to resolve the matter professionally.

During my return visit, I clearly explained my concern and how the situation had negatively affected my experience as a customer. However, no manager or supervisor engaged with me directly. The matter was handled only by a staff member, which gave me the impression that my complaint was not escalated or taken seriously at a management level.

I was informed that I could take the matter “wherever I want.” While this statement may not have been intended negatively, it came across as dismissive and did not contribute toward resolving the issue constructively.

I was also offered small items as a gesture, which I declined. I explained that I was not seeking compensation in the form of items, but rather a proper response, accountability, and clear communication from management regarding my concern.

After two visits and genuine effort on my part to resolve the matter directly with the branch, I left without management engagement or a clear resolution. Based on my experience, I believe there is room for improvement in how customer complaints are acknowledged, escalated, and handled at this location.

I have proof of purchase and a receipt available and attached to support the details provided above.

I am sharing this experience so that it can be reviewed and addressed appropriately, and to encourage improved customer service and complaint-handling processes going forward.