Ocean .....WHAT?

On the 21.03.2018 I took my family for lunch at Ocean basket Cresta Shopping Mall. We placed our main course orders & waited 45 minutes for it to arrive. When it eventually did (1) it was the wrong order and (2) the prawns we ordered felt like they fresh from the ocean and the kiddies pizza we ordered felt like it was straight out of the freezer. The waiter got his manager there (10 minutes later) who then offered an alternative to what we had originally ordered which i inevitably wasn't happy with, if i wanted that meal that’s what i would have ordered, non the less we agreed on correcting our order and waited an additional 15-20 min. By now evidently annoyed but not as annoyed as i would be once i tasted the food. Those prawns must've been the worst prawns I've tasted, and not from Ocean Basket but tasted anywhere. We literally had to eat them off the shell and saying it tasted like cardboard is an understatement as to how terribly bland they were, for once i agreed with my daughter "it’s not nice" referring to her meal (3 years old). Then the additional prawns arrived, MY WORD: burnt and salty!!! When our bill arrived (no sorry after i went through to the kitchen to ask our waiter for the bill because he seemed to have disappeared and forgot about us) i made a note to the manager letting her know how appalling our experience was & put it in her hand myself (after being instructed to do so by the waiter who by now was agreeing with us on the terrible service ), she didn't even notice me, instead carried on speaking to her colleagues. Here is my biggest issue: How Does one franchise get it so right and the other so horrifically wrong? I THINK EVERYONE, THE WAITERS, THE MANAGERS AND THE CHEF need to take a trip to Ocean basket gold Reef City and see how it’s done. GET YOUR HOUSE IN ORDER.