Poor service

Formal Complaint Regarding Poor Service at Pedro’s Cresta (Shop 13B)

Dear Pedro’s Management Team,

I hope you are well. I am writing to formally lodge a complaint regarding the service I received at your Cresta branch (Shop 13B). I am a loyal Pedro’s customer and have always enjoyed your meals and hospitality, which makes this experience especially disappointing.

On my recent visit, I placed an order that included a side of nuggets. I informed the cashier, Nomthandazo, that the nuggets should be dropped immediately after payment because they usually take longer to prepare. She agreed. While waiting, I also heard Sonto request that Thando drop the nuggets.

However, when I went to collect my order, only my main meal was ready — the nuggets had not even been started. I approached Mohamed, who was packing orders, to ask why they were not prepared. His response was dismissive and rude; he stated that he didn’t know because it was “not his job.” When I asked him to call someone to assist me, he left the counter altogether and did not return.

I then requested to speak to the manager on duty, Thembelihle. While she did engage with me calmly, the damage was already done. I spent my entire lunch break waiting, received no food, and left both hungry and frustrated.

I have never experienced such discourteous service at Pedro’s. In fact, when the owner, Eunice, is present, the service is consistently excellent. Unfortunately, this incident reflects poorly on the brand when leadership is not around.

I have attached my receipt as proof of the order I paid for but did not receive. I truly enjoy Pedro’s, and it is disappointing to feel hesitant about returning after such an unpleasant experience.

I kindly request that this matter be investigated, and appropriate action taken to ensure that other loyal customers do not experience similar treatment.

Thank you for your time and attention.

Sincerely