Pathetic & Abusive Service at Papachinos Broadacres

On Saturday the 20th of July 2024, we went into your Papachino Family restaurant in Broadacres, like we usually do 3 or 4 times a week, usually around lunch time.

We chose, as per our norm, seating in the smoking area as my husband is a smoker, not me. We found that most of the smoking area is “Reserved” with cones, with only one available table for us, as there was a second table already occupied.

We proceeded to order our pre-meal refreshments, and as we were enjoying them, the staff came to collect all the remaining “reserved” tables and took it inside. Leaving no space for smokers to sit and enjoy their cigarettes. This resulted in customers bundling in groups right next to my table with huge amounts of smoke. I asked the waiter to open all the blinds when he brought my food, and asked to return my food to the kitchen until all the blinds were opened. The waiter then only opened the one blind next me and not all of them as I asked, and also called the kitchen manager (I think) to our table, who then shouted at me saying that I am disrespectful and embarrassed me and my husband in front of all the guests. He said that I was seated in the smoking section and therefore should not have a problem with the smoke and would have no reason to send food back to the kitchen due to the smoke.

I tried explaining to the kitchen manager that I personally do not smoke, and as a result of the tables being removed, all the other guests are smoking right next me and my food, whereas had the tables not been removed, the smoking guests would or might have decided to sit further away, and smoke be more dispersed. However The manager ignored me, and continued to shout at me, saying that I always send food back. As a paying customer (for the food) and a generous tip on every visit, I feel that I deserve the right to complain about my order that I am paying, and service that I tip for.

On previous visits I have sent food back, because it was not prepared according to my preference. This happened once. It is completely and utterly disrespectful from the staff to shout at me and embarrass me and my husband in front of other patrons, assuming that I would be fine with their actions and behavior and assuming that I am a smoker and should be fine with 6 people standing in a group and smoking right next to my table whilst I must try and enjoy my smoke filled salad which I pay for. The disrespect and complete unprofessionalism from the staff drove me from the restaurant where I will never set foot in my life again. I asked for the bill, and in return was told to forget about the bill and leave. I was in such a hurry and state of shock and disbelief, that I left a new and expensive piece of clothing behind (Adidas hoodie valued at R800).

It is not the first time that I experience utter poor service from that restaurant, and staff should know that if customers complain, it is because they want what they are paying for, not because its fun.