Terrible Eat-in service

Dear Management Team,

I am writing to formally express my extreme disappointment regarding the unprofessional service I experienced at your Krugersdorp branch this morning.

I visited your restaurant and placed an "Eat-In" order via the self-service kiosk, carefully selecting my table number to ensure table service. Despite following the correct procedure, my order was not delivered to my table. After waiting for nearly 30 minutes, I approached the counter to inquire about the delay. The staff member on duty seemed unaware of my order and began searching for it only after I prompted her.

When it became clear that my order had been overlooked, I requested to speak with the manager on duty. I explained the situation, expecting that the matter would be addressed with the staff member responsible. To my dismay, the manager took no corrective action; she simply brought my food to the table and immediately returned to engaging in casual, friendly conversation with her colleague, completely ignoring the service failure.

When I asked the manager for the name of the staff member who was supposed to handle my table service, she claimed that she did not know the employee. I find it deeply concerning and unprofessional that a manager would not be able to identify her own subordinates. This lack of accountability and the dismissive attitude displayed by the management team is unacceptable.

As a customer, I expected a level of service and professionalism that was clearly absent during this visit. I hope you will take this feedback seriously and address these internal operational and management issues to prevent other customers from having a similar experience.

I look forward to hearing how you intend to rectify this matter.

Regards