Yet another miss Kolonnade

Yet another lacklustre experience from the worst Mugg and Bean outlet in SA.

I am an ardent Mugg and Bean supporter because of their generous portions and the quality of their food; something the Kolonnade is seriously lacking. Why do I keep on going back to the Kolonnade M&G? They have a knack with a Chocolate Mouse cake that is unsurpassed and so far they are the only one that serve the Strawberry, Walnut and white chocolate ****in that I know of (yes, I give compliments where it is due).

After a few months we have another go to see if their service levels have improved as there were more misses than hits in the past with service, quality or availability of food/drinks.

I asked if they have Almond milk or Soy milk. The server informed me that they do not have Almond milk but have Soy milk in stock. I asked (as I was previously informed that they have Soy powder) if it is a milk or a powder to which I was assured that it was a milk and not a powder. The order came and I was met with white clots. I immediately knew that this was a Soy powder. I send it back and didn't order another drink as I don't drink milk in my coffee (so much for having coffee and cake in rainy weather). What further exasperated me was that AGAIN they don't have the "complimentary" biscuit with the order. In the past year we have never been able to get that illusive biscuit at the Kolonnade outlet. Appalling! I know that this sounds petty, but it's a matter of principle.

How can Brooklyn, Menlyn and even a small town like Oudtshoorn (out of season and we appreciated the two "complimentary" biscuits) have Almond and Soy options but the Kolonnade doesn't?

We rarely complain about service, only when a restaurant gets it horribly wrong, do I raise my concerns/disappointments. We had a few run ins in the past and can also say that the eldest son of the owner (a manager there) should not work with public. His client relationships s****s is atrocious. While on this topic, it's been a quite long ago but it still bothers me till today that the owner (male) came to greet us and said he just wanted to come and greet their difficult clients.

The same cannot be said for the youngest son, his is a sterling example of exceptional management - and interpersonal s****s with a high EQ. The other owner (female) is always courteous and friendly. It just sad that our infrequent visits to FoodChain Kolonnade has increased to regulars as they didn't stock Almond milk originally but because we asked, they now stock Almond and milk and when we asked them on Monday when we placed the order if they have Almond milk we were informed that it's mainly kept for us. Go and learn from them M&G Kolonnade.

If M&G SA can also inform us who else stocks the Strawberry, Walnut and White chocolate ****in I would be really grateful.