Formal Complaint Regarding Service at Pedros, Kempton Park CBD

I am writing to formally express my dissatisfaction regarding the service I received at Pedros, located in Kempton Park CBD, on 15 July 2025 I arrived at the store at approximately 16:17 to purchase a Quarter Chicken Meal (which includes a roll, chips, and a Coke) for R59.00. I was assisted by a staff member named Zandile when placing my order. While the wait time of around 30 minutes was longer than usual, I did not initially find it problematic, as I am a regular customer who visits the store almost weekly and consistently orders the same meal. However, upon returning home, I noticed that the package felt significantly lighter than usual. I chose not to open it and instead returned to the store with the meal, still sealed and with both stickers intact, to request that the staff verify if I had been given the correct order. At the store, I was assisted by another employee named Fezeka, which I think that was the ladys name if I remember correctly. I explained my concern and asked her to check whether the portion I received was accurate. After inspecting the order, she confirmed that it was indeed a quarter chicken and mentioned that chicken sizes can vary. I jokingly asked if I could receive a piece with more weight, but she appeared unsure of how to respond and seemed confused by the request. Fezeka then called over a tall, light-skinned gentleman, whose name I do not know but who I believe may be a manager. His response to my concern was extremely rude and unprofessional. In front of other customers, he loudly said, “Just give him back his money. We have a lot of clients that come through our restaurant to buy, and people who are hungry.” I found this remark both humiliating and completely inappropriate. Speaking in such a dismissive manner, especially in front of other customers, is unacceptable. I expressed my disappointment to Fezeka and informed her that I intended to report this incident to HelloPeter. The gentleman, still at the till point, responded arrogantly, saying I could go ahead as the complaint would still come through to him. When I challenged his tone and the lack of professionalism, he offered what I can only describe as a sarcastic apology. As a loyal customer, I was deeply disappointed and offended by this interaction. I make a point to treat people respectfully, and I expect the same in return, especially in a customer-facing environment. The manner in which I was addressed and dismissed has left me feeling disrespected and unwelcome. I believe I was treated unfairly, and whether it was due to the way I was dressed or simply a lack of training and professionalism, it was entirely inappropriate. I chose not to escalate the situation further in-store out of respect for others present, but I left feeling angry, humiliated, and deeply dissatisfied. I am requesting a formal, sincere apology from the staff member involved, particularly the gentleman in question, as a minimum step toward resolution. Without such a gesture, I will not be returning to this branch of Pedros again. Thank you for your attention to this matter. I hope it will be addressed appropriately and with the seriousness it deserves. Sincerely, Andile Dlamini