More Than a Meal: How Poor Service Left Me Shaken

Dear Mochachos Management, I am writing to formally lodge a complaint regarding a deeply upsetting experience I had at your Trade Route branch on Saturday, 8 November 2025. I visited the store with my husband for a meal before his shift. The cashier who assisted us, Ayanda, appeared distracted and inattentive during the ordering process, offering no customer service and rushing through the payment. I paid using my phone, and shortly afterward, I noticed a bank transaction of R3,239.80, which was significantly higher than the actual order total of R239.80. Upon realizing the error, I returned to the counter and spoke to the manager, Dankie, who involved the owner, Shauil, via phone. Unfortunately, Ayanda did not acknowledge the mistake or offer any apology. Shauil was dismissive, unhelpful, and raised his voice when I explained the urgency of the refund, stating, “his store will not run away.” This response was not only unprofessional but also emotionally distressing — I was in tears, and my husband had to take over the conversation. After waiting for over an hour, I spoke to another owner, Asalm, who said he would try to process the refund. However, there was no clear resolution, no assurance, and no effort to compensate for the emotional distress and poor treatment I received. This experience was extremely disappointing and unacceptable. I didn’t even take my food because I was so upset. I just wanted my money back and to leave the store as quickly as possible. The whole situation left me feeling humiliated and powerless — like my concerns didn’t matter. Eventually, I was refunded, but only after a frustrating back-and-forth that made me feel like I had to fight just to be heard. It wasn’t just about the money — it was the lack of empathy and the emotional toll it took on me that really hurt

A formal apology from the staff and management involved. Consideration for compensation due to the emotional distress and inconvenience caused.

I hope this matter will be taken seriously and resolved promptly. I look forward to your response. Sincerely, Latifa Bougard