Sinking business owing to not having the right people. Exceptionally poor at service and setting client expectations

Was a regular but bar tenders and management are clueless.

Because I was a regular, I had often times asked waiters and previous bar tenders to go get me cigarettes which they gladly did by acquiring my preference of cigarette at Checkers and added to my bill plus an additional R30 surcharge for paying for convenience.

On the 10th day of January 2023. I had asked the bar tender that knew me as a regular if he could get me my brand of cigarette. Which he accepted at 6:30pm. He then gives it to another bar tender to sort out and he too comes to confirm if this is what I want. 15 minutes later another bar tender comes and asks if this is what I want, at which point I say, give me the bill for the evening and I will go get my cigarettes. The last bar tender then tells me that he will sort it out and I must stay; so I do. The time is now 7:30pm and I still don't have my box of smokes.i then follow up with the first bar tender and he tells me we don't carry cash which is hard to believe. I did ask the last bar tender if I should go myself because they might close soon, and the response was I will sort it out...

Moral of my experience is the current management and bar keeps are useless, and filled with empty promises of action and reward (oh, I have always tipped at least 130%) to both bar keep and waiters (because I know how hard it is on both fronts to manage). But service and expectations are severely compromised and extremely poor. I as an owner of a Penthouse at The Michaelangelo in Sandton don't expect 5 star service from a Family Pub and Grill but, it does become ludicrous when people that you pay to serve you start leading you with false expectations just in order to get you to stay for another Pint. Giving a sense of hope that your smokes are on their way. Communication absent, ability to understand instruction and expectation, non-existent. Final comment on the above: don't set an expectation and not deliver. Highly upsetting. As a customer I would have at least appreciated feedback on not delivering instead of lying any not affording me the opportunity to at least go and get cigarettes myself without having to get into an Uber to get what I want.

Patio heaters are for patios... I brought my family to enjoy dinner at my (used to be) favourite Family Grill and Pub, and with 5 and 6 year old girls shivering at the start of winter 2022 I get told by management that heaters are only for inside use... why are they called patio heaters then? This is beyond me.

To the owner of Picahna, you need to get closer to your business, it is slowly decaying with your current staff on roster for 2023. You business is failing from the inside. You need to review your current roster team (from one business owner to another) get a cigarette machine, you don't have to be an actuary to know that there is a hole in the bucket and your ship is sinking. Mislead, ill-advised and disappointed for an establishment in the North.