Complaint

Dear Pedro's Management Team,

I am writing to formally lodge a complaint about the appalling service I received during my recent visit to your restaurant (22/02/2025 ) 15H00 at Centurion Mall. The experience left me deeply upset and disappointed, and I feel that the conduct of your staff, especially the manager, Bridget, and a counter staff member, Nthabiseng Lekalakala, was utterly unacceptable.

On my visit, I ordered cheesy garlic rolls and BBQ wings. When the dish arrived, it did not resemble what was displayed on the menu, which is a common practice to attract customers. I politely expressed my concern about the appearance of the garlic rolls, as they did not look ready for consumption, and I kindly asked if they could be returned to the oven. Instead of offering a solution, the manager, Bridget, responded by dismissively saying, "What you see is not what you get." When I continued to express my concern, she rudely told me, "Next time don't come to buy if you don't like what you get."

To make matters worse, Nthabiseng Lekalakala, a member of your counter staff, made a rude comment to the side saying, "What does she want? They should just give her her money back so she can leave alone with her complaints." Such disrespectful behavior is completely unacceptable, and it is deeply troubling to experience this type of treatment as a paying customer.

As you know, customer service is paramount in any establishment, particularly in the restaurant industry. The Consumer Protection Act in South Africa clearly outlines the rights of customers, including the right to receive goods and services that are of acceptable quality and to be treated with respect and courtesy. Your staff's behavior not only violated these rights but also left me feeling disrespected and humiliated.

This type of customer service is not only unprofessional but harmful to the reputation of your restaurant. I am requesting that disciplinary action be taken against Nthabiseng for her unacceptable behavior. Additionally, I would appreciate it if you could provide me with a follow-up email explaining the outcome of your investigation into this matter.

Furthermore, I request a formal apology from Nthabiseng Lekalakala for her rude comments, and I expect her to personally apologize to me and my friend who were present at the time of the incident. Such comments should never be made to customers, as they directly affect the image of Pedro's and your ability to retain customers.

I trust that Pedro's will take this matter seriously and act swiftly to ensure that no other customer experiences this level of disrespect.

Sincerely