Poor Service and Mismanagement at Hungry Lion – Galleria

I want to provide some context to illustrate why this experience was particularly upsetting. On Friday night, my family and I visited your Galleria outlet and placed an order. I was first told that the item I wanted was out of stock, which I understood and offered to select the next option at the same price. However, I was then told by the staff that the outlet was closed — despite the doors being open and other customers being served.

When I asked for the manager, I experienced attitude from the staff, who spoke in Zulu among themselves, gave dirty looks, and laughed at me and my family. This was not only unprofessional but deeply embarrassing and disappointing. When the manager eventually came, he told me to “wait 10 minutes” and went to the back, never addressing the issue directly. After waiting approximately 25 minutes, I finally received the order — which was incorrect, missing drinks and chips. Another staff member admitted a mistake had been made, but the manager did not return. Frustrated and disappointed, I left the outlet.

This experience has left me disheartened and shaken my confidence in Hungry Lion as a brand. I would appreciate clarity on the following:

What specific corrective measures have been implemented at this store to prevent such failures in the future?

Have the staff involved, including the manager, been spoken to or formally reprimanded?

Given the severity of the experience, the inconvenience caused, and the embarrassment my family and I endured, I believe that a goodwill gesture or compensation would be appropriate to restore my faith in the brand.

I trust you will take this seriously and look forward to a response that demonstrates your commitment to customer satisfaction.