Capegate Mug and Bean disappointment

I have emailed Mug and Bean Head Office twice. They acknowledged my complaint and provided a case number. It has been 3 weeks, and there has still been no response. This was my complaint to them:

Dear Mug and Bean,

Last Saturday, we had breakfast at your Cape Gate branch. I ordered an Egg Benedict. It arrived looking unappetizing and unattractive, nothing like your illustrations, which look mouthwatering and delicious. My aunt’s breakfast looked as unappetizing as mine did. It was also meant to come with rosemary chips. The chips looked stale and no rosemary.

We had to leave in a hurry and asked our waitress, Lucy, for the card machine. She disappeared. We eventually went to pay at the till. Another waitress had to go look for Lucy wherever she had disappeared to. When I asked Lucy to help me record my loyalty points, she walked away halfway through the process, leaving me wondering, what now, is she coming back or not? I just left.

I also noticed no sign of a floor manager. We often frequent Mug and Beans and have never been dissatisfied with the food. Waiters in general aren’t up to standard. You will need to jack up your Cape Gate branch. We often go to Spur at the Vergelegen shopping centre. The floor manageress walks around, talks to the patrons, and communicates with the staff and waiters. The food is of a high standard, and the waiters are friendly and energetic. We tip according to the service.

Kind regards, Noleen Kemp