Rude and unprofessional Manager at Ocean Basket Fourways Mall

I ordered a kingklip and prawn combo and to my horror when I took a bite of the kingklip it was raw. I told my waiter and head promptly took the plate and told the manager. The manager then came to the table and apologized and offered to make a new kingklip or a free dessert and would take 10% off the kingklip combo - which was a bit of a shock as in the past any issues I have encountered at restaurants in the usually their policy is to comp the meal.

We agreed to having a new kingklip made for take away and were satisfied with the 10% being taken off the kingklip combo.

However when the bill came we found that we were charged the full amount. We called the manager to ask about it Katie then explained that is was either a new kingklip or the 10% removed. We then proceeded to discuss our confusion and the manager became defensive and started arguing with us - in front of the other customers.

At no point did she apologize, she insisted to argue her point, she was combative. There was no attempt to rectify the situation or try to calm the situation down, spoke over us and refused to hear to any reason.

As a result of this encounter we were very upset, decided to pay the full bill - which the manager did not object to nor did she argue this.

This was by far one of the worst dining experiences I have had. I do not know what Ocean Baskets policy is on how to handle raw under cooked meals being served to the customers or what training is given to managers but the way my dinning experience was handled was unacceptable, unprofessional and in no way was there an attempt to resolve the issue in a manner to satisfy me as a customer or retain me as a customer. I felt that the way it was handled was purely to maintain a profit and not ensure customer satisfaction.

I have been a patron of Ocean Basket for over three decades and I am sad to say this experience has put me off from your Fourways Mall branch and it has lost my business.

I trust you will handle the situation and rectify it before it happens to another customer. Perhaps more training would help the manager or a revision of the policy regarding the way to handle the health hazardous under cooked food being served.