POOR SERVICE DELIVERY

Item: Mugg And Bean
Rating: 1
Author: Llewellyn E

Good morning, I would like to lodge an official complaint for the services and sales at Canal Walk franchise. On Sunday 28 May 2017 at about 16h00 we, three couples, arrived at the Canal Walk Mugg & Bean to enjoy a nice coffee, cake and scones. As usual the waiter came, introduced himself and we placed our orders. My wife and a friend ordered the Freeky hot chocolate which looked huge and very nice. Myself and two others ordered three scones and the something millions chocolate cake. About ten minutes later I received my hot chocolate I ordered and everybody was sitting and watching me. About ten minutes later the waiter came back and informed us that there is no more scones and they not planning to bake more. I then called for the manager, Prince and asked him is there a reason for not having scones. His reply was that it is finished normally that time of the day. I pointed out that it was just after 4pm and they only close at 9pm, nearly five hours till closing and they’ve decided not to bake more scones. This was unacceptable and poor customer service. Minutes later the other beverages arrived. The freeky hot chocolate that was on the menu was not even close to what was being served. Once again the manager was called and he never apologised for the noncompliance. He just decided to give R10 discount for each ordered. This type of service must not be tolerated at any franchise. Lastly the millions chocolate cake with so stiff and not really edible and to enjoy. Prince, the manger was called again and this time Donna the other manager was present. The cake was presented to them and they agreed it was stiff. The normal chocolate cake and caramel my wife and I ordered was hardly caramel, could hardly taste caramel. This piece of cake had more cream than icing. We then had to pay for this whole bill and left. No apologies, nothing was offered. I would like this NOT TO HAPPEN AGAIN.

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