Mug and Bean Paddocks - Poor customer service

I am a frequent customer at Mug and Bean Paddocks and there are many good friendly waiters and waitresses there. However, I had my third bad experience yesterday. First bad experience: I ordered sparkling water and was served still water. When I informed the waitress, she insisted that I ordered still until she checked her notebook and saw that I had indeed ordered sparkling. She was nervous and told me she would have to pay for it out of pocket so I drank the still water no complaints and paid for it since I certainly didn't want her to have paid for an honest mistake. Second bad experience: I ordered a bowl of thai chicken broth and there was a hair in my food. I did not eat it and informed the waiter that there was a hair in my food but it was fine, just tell staff to be careful. The manager came over and apologized but I still paid for it and walked out without making a big deal out of it. Third bad experience: I ordered a matcha green tea latte. I have had matcha tea before and I know that it is an acquired taste, but this drink was awful. I could not take more than one sip. I even gave my husband a sip and he immediately pushed it away. It was probably a powder mixed with milk and heavily sweetened for R40+. I informed the waitress that it was not good and that I would like it exchanged for a regular cappuccino. The manager came over and told me that this was not possible and that I would have to pay for a cappuccino in addition to the matcha latte. I told her that it was fine, she did not have to bring me a cappuccino. 5 minutes later, she came back with a cappuccino, told me I didn't have to pay for it and before she left she said: "at least now you know what matcha tastes like". I paid my bill and left without drinking the cappuccino. It is bad management and customer service to reluctantly give me a cappuccino but more importantly make such a passive aggressive statement to a customer. She never once asked me if I had tasted matcha before, just assumed that I didn't like the drink because I didn't like matcha. In addition to the above experiences, my husband has commented that the last 2 times we have been there, the waitresses were not very happy to be there. It makes us wonder if it is a positive place to work for them. It is disappointing because it is a convenient place for us to go, but I need a break from the place for a while. Hopefully something can change and it gets better.