REFUSED ICE CREAM SALE AT 17h30 IN STORE

Dear Hungry Lion Customer Care,

I would like to lodge a formal complaint regarding the service I received at your 49 Ayliff Street, King William’s Town branch on 9 September 2026 at approximately 17:30.

I visited the branch and requested an ice cream. I was informed that I could not be served because the store was closing at 18:00. I found this unacceptable, as I was requesting the product approximately 30 minutes before the advertised closing time.

What made the situation particularly concerning was that the ice-cream machine was still switched on and operational. I was not informed of any separate cut-off time for ice-cream sales, nor was a reasonable explanation provided as to why I could not be served while the store was still open.

When I indicated that I intended to lodge a complaint, the staff appeared to take this as though I was bluffing. I subsequently mentioned the situation to another customer, explaining that the store closes at 18:00 but I had been refused service at 17:30. It was only then that the staff appeared to realise that I was genuinely going to escalate the matter.

I am not complaining simply because I was unable to purchase an ice cream. My concern is the principle of refusing a customer service while the store is still open, without clearly communicating a legitimate policy or cut-off time.

I would therefore appreciate:

1. An explanation as to why I was refused service at 17:30 when the branch closes at 18:00. 2. Confirmation of whether Hungry Lion has a specific cut-off time for ice-cream sales before closing. 3. Clarification as to whether the staff member’s conduct was in accordance with company policy. 4. Appropriate feedback to the branch to ensure that customers are treated fairly and provided with clear explanations when services are unavailable.

I am raising this matter respectfully, but I do expect it to be taken seriously. Customers should not have to threaten a complaint simply to receive an explanation for being refused service before the advertised closing time.

I look forward to receiving feedback on this matter.