Horrible Customer Service

I was at the Pinecrest Pedros Shop Friday 24 January 2020. I had just moved to New Germany and have been a regular customer at shop in Smith street as I stayed a few minutes walk away from them and their service has always been of top quality even at their busiest times.

Sadly, I can't say the same with what I experienced at Pinecrest. The staff has very bad attitude as they are very disrespectful, arrogant, sarcastic and *********. Upon placing my order Snenhlanhla Maduna advised me that the order would take 30 minutes and I had no problem with that.

The customers got really upset and started complaining and eventually we were told that the wait is 45 minutes and no longer 30 minutes. I still was very patient and did not mind. when the orders started being called out my order was skipped and I waited thinking maybe it would still be called up. After about 10 orders numbers after my order were called out, I then asked Snenhlanhla if my order was still coming up, she took my receipt and went to where the orders were and couldn't find my order number, she handed back my receipt and said I must wait a bit. I thought she was sorting it out but I realised that she actually wasn't assisting me at all as she kept calling out more order numbers after mine.

I then got her attention again and asked her what was happening with my order and she just blatantly ignored me and carried on calling orders. I was so upset that I was in the verge on crying because I had been patient enough and people with order number 618 were collecting my order while I was order number 583.

I waited again hoping the manager would come back out from the kitchen. He didn't but I eventually asked another one of their staff to call him for me. He did not show an urgency in attending to me but eventually reluctantly came to me and I told him what happened. He went away, packed a full chicken for me and asked another one of his staff to give the order to me.

He did not reprimand Snenhlanhla or try to find out what the problem was. He did not even apologise for the inconvenience. when I got home the chicken wasn't even cut into 8 pieces as I had requested.

The manager doesn't seem to have authority over his staff as they do as they please in front of him and he says nothing to reprimand or guide them. The employees are ill-mannered at one point I overhead Snenhlanhla loudly talking to some gentle standing by her till point saying, KFC, Nandos and Steers are empty implying why don''t we go there. I found this shocking as she was indirectly telling us that we are not forced to be there and can go else where. another tall lady had an argument with a female customer that was standing next to me while waiting for the orders, your employee was wrong and all she had to do was apologise but instead she had a heated argument over why she gave the male customer his order meanwhile his order number due to be called and it was somewhere in the 600s. The employee argued that the female customer should also ask for help like the male customer did. I found your employees behavior and conduct very disgusting and appalling. There was so much noise with them arguing that the manager walked in and I assumed that he was coming to find out what the noise was about but to my dismay, he did not say anything and the argument carried on in front of him and faded off with the employee having the last word.

All I came in for was a full chicken. I didn't know that it would take me about 2 hours to get the full chicken. at lest the taste was great.

I am really disappointed with the service which does not reflect the team being pendantic about achieving results as they were not excessively concerned with minor details or rules.

I further sent an email to their Customer Care email address 31st January and have heard nothing, sad really.