A DISSATISFIED CUSTOMER

<p>Dear Johan and Management of Panarotties Claremont,</p> <p> </p> <p>It has taken me a few days to get over my frustration prior to sending this email in great disappointment.</p> <p> </p> <p>1. When I spoke to Johan (manager) on the 12th August 2016 (Friday ) I was assured that all the fears I had would not take place, and most of them did. I advised him when I called that I had heard about previous party experiences where people did not have a good time at all for their kids parties and you promised me our kid would be different. Little did I know this promise would not be kept. Now the reason I never gave a comment when you came over after the party was finished was for the following reasons:</p> <p> </p> <p>2. I was told that there was 2 parties happening on this day one at 11:30 and then ours at 13:00(which we only really arrived for at 13:40 which should have given you ample time to get things in order). I was told that the 11:30 party would take place in front in the store and ours at the back so they wouldn’t clash, this was not the case at all. On arrival all my guests were scattered and no waiter could assist and all some other manager told me is “we would sort it out for you ,relax” which was not the case as I had to take action and start sorting it out myself.</p> <p> </p> <p>3. The previous party had been seated where I was assured we would be seated and myself along with all the kids, and my guests had to wait while everything got cleaned etc.</p> <p> </p> <p>4. Even after about 20 plus minutes myself and my husband had to start cleaning up and setting up tables ourselves as no waiter that I asked “how do you set up for parties etc “ could not assist me. So myself my husband and my sister sorted it out. With all the pressure on me to get my child’s party sorted I took a fall , being pregnant 4 and half months this was horrific for me, I do believe had I not been in the position to do things myself this would not be the case at all.</p> <p> </p> <p>5. After all of the above I eventually got my guests and kids tables sorted as I had expected them to be when I got there already. I had then been appointed a waiter Godfrey (who really tried his best to change the atmosphere but for me the tone had already been set). I was not made aware as to what your system was in respect of how to go about sorting out the kids orders etc eventually he gave me a sheet which we sorted out and then kids got there pizzas to make it , and then I asked how Panarottis normally goes about identifying whose food is whose and he advised he would get some vegetables to do it, and even so my husband and his sister did this themselves, he was only one wait to 23 kids – which I was also promised would not be the case and it was a big nightmare . this was then sorted and somehow we were still pizzas short after that and eventually when the drinks came we were short too. I could not understand this as the list given was very clear as to what we required. After all pizzas had come out for kids to eat the pastas were not ready and these kids had to wait an extra 10 minutes. When the suckers and party packets came we had the same problems, at the end of the day when we were paying the bill my son ten said he had not received a packet as well</p> <p> </p> <p>6. On an occasion the waiter assigned to us came and asked me if I was aware that I had to pay , I explained him that I was aware as it’s a party and your kids eat free does not allow for big parties like ours and this had been discussed with Johan telephonically as well. He then proceeded to say “do you work here mam, coz you know more than me” which to me was indication that no one had briefed the staff on anything, because from the time I came in the waiters all re-directed me to one another but no one knew anything better than the other.</p> <p> </p> <p>7. Lastly one of the parents that dropped off a kid called me the Monday to advise that she came to drop off her kid and had I not had my sister to make sure the kids that were dropped off early were accepted by her she was not sure what would have happened. She advise on arrival she asked a waiter where for the party for ***nore Philander was they pointed her to the 11:30 party which was not the correct party. She then went on to say that’s not the party and they gave her a table to sit , she then proceeded to say she does not want to sit only wants to drop her kid he insisted she has a seat as his not sure what’s happening. Now luckily my sister saw this and mentioned to her that she was here to arrive kids as I was running late and she could leave her kid with her. Now this is extremely concerning for me as I know Johan and myself spoke about this too and I was told someone would be on duty for the kids that arrived in the event of us being late, however had I not made provision for this I would have had a much more unhappy parent.</p> <p> </p> <p> </p> <p>Now for me this says a lot about a place that has been established since 1990. I have a few major concerns that turned into great frustrations:</p> <p> </p> <p>1. Panarottis is not organised in any way when it comes to parties</p> <p>2. Because of the above , there are no systems in place (hence the reason the staff knew nothing on Sunday when we got there)</p> <p>3. This leads to me to say I don’t think your branch is fit to have parties at this stage until things are sorted</p> <p>4. And then a very big issue to me is the staff are not briefed and the service unfortunately then takes a dip because of all the above reasons</p> <p> </p> <p> </p> <p>Although at the end everyone said thank you and that they enjoyed themselves and the kids would not have noticed because they only care about playing, but for me as a parent/host of a party I think it was important as paying customer that I was satisfied too, which I really wasn’t at all.</p> <p> </p> <p>The only things that stood out for me was the song your staff sang to my child and our waiter that really tried to make things better but I doubt he succeeded but I couldn’t blame him.</p> <p> </p> <p>I walked away a very unhappy customer and I sincerely hope something will be done to compensate my frustration and dissatisfaction !!!!!</p>