Ocean Basket Hartenbos

Dear Ocean Basket Management,

I am writing to express my extreme disappointment and frustration with the service and food quality at your Hartenbos branch, which my group of 16 adults & 5 kids visited on 1st January 2025 at around 5pm. Unfortunately, our recent visit was marred by poor management, rude staff, and subpar food.

We were expecting the same level of service and quality that Ocean Basket is known for, but our experience was far from satisfactory. The manager, Danica, was extremely unprofessional and rude when we brought our concerns to her attention. She spoke to us in a condescending tone, shifted the blame onto us, and suggested that our large group size was the reason for the delays and poor service.

The food was also a major letdown. The calamari was burnt, and the rice was sour, which resulted in several of our children falling ill. This is unacceptable and raises serious concerns about the kitchen's hygiene and food handling practices. What's even more appalling is that we were expected to pay full price for our meals, despite the fact that many of our party did not receive their food in a timely manner. In fact, some of our children never received their meals at all. We waited for 2-3 hours for our food, which is an unacceptable wait time, especially when considering that we were told that our large group size was the reason for the delay.

Our special occasion was ruined by the poor service and food quality, and we left feeling disappointed and frustrated. As a customer, I expect a certain level of quality and service from a reputable brand like Ocean Basket. Unfortunately, our experience at the Hartenbos branch fell far short of these expectations.

I urge you to take immediate action to address the issues we've raised, including providing additional training to staff and improving the kitchen's food handling practices. I request a response to this letter within the next 14 days, outlining the steps you will take to prevent similar incidents in the future.

I would not recommend this branch to anyone, and I hope that you will take our complaints seriously. As a loyal customer, I expect a higher level of quality and service from Ocean Basket, and I hope that you will take steps to ensure that your customers receive the experience they deserve.