How managers should not treat complaints

<p>Two weeks ago I went to one of our local Nando's where we buy food every Friday for our office. Each week I buy the same things which are Avo and Red Onion Wraps, all lemon and herb as well. So this Friday when I went into the store I had something to do in the mall and asked them to delay my order with about 15 mins so that it would be ready for collection at a spicific time(9:50) 40 min after I had placed my order. When I arrived back to collect my order it was not ready, they had not even started making the order.</p> <p> </p> <p>So they apologized and rushed to get the order done. This was satisfying to me as they where hasty in correcting their mistake. When we opened our wraps at the office we all noticed that they had given us half the filling in the wraps that they usually do and the flavour of each wrap was wrong. I went back to the store with all our food and asked to see the manager. After about 5 mins she eventaully apears and when I ask her why she took so long she tells me she was busy. She seemed to be very young for somebody in a managers position but I have lelarned not to argue with bad atitude and rather report it to their customer care line. So when I got back to the office I was surprised to learn that the wraps where again not made as it usaully is and also does not have as much filling as usaul. So this time I log this complaint on the cusotmer care page and sure enough get a call back. I explain everything to them and tell them that they must get the regional manager to please phone me rather that the arugent young store manager. So what happens?? You geust it.. The same woman phones me who I spoke to in the store where she had such a bad attitude, this time suprising me even more.. She calls me "Baba" instead of sir or mr. I found this to be very unprofesional and rude to say the least as I am not a Zulu firstly and certainly not one of her friends. So I tell her that I do not want to speak to her but that she should rather get her regional manager to contact me. Then a other store manager phones me from the same store. Again not the regional manager and by this time I know that talking to the store manager does not make any diffrence. This manager at least remembers me from a previous time where we had a chat regarding bad service from this same store.</p> <p> </p> <p>So AGAIN I ask him to get the regional manager to contact me. But now it has been two weeks and still I have not heard anything back from anybody of at Nando's. It seems that everytime I order the same thing it is a surprise as to what you will get this time around. The food that is given differs week in and week out which is unexceptable seeing we always order the same thing. Hopefully this will assist me in getting somebody's attention who can make a diffrence and have a apologetic attitude instead of acting like I owe them something for daring to buy food from them and complaining because it is not as offered.</p>