Worst Branch Ever

It is with great disappointment that I am drawing up this e-mail as I would have liked for this all to be avoided, had the issue just been handled correctly, however it was sadly not the case. I would like to start off by saying that my family and I have enjoyed numerous meals from branches in Witpoortjie, Bedfordview and also in Faramere on more than one occasion and have not received bad service except for on two occasions.

The first was one incident that occurred last year where we ordered delivery from the Faramere branch in which we received raw meat on the burgers we ordered and thus put in a complaint regarding the meal, we were contacted by the manager who gave us R 100 off our next purchase for the incident and we then ordered that same night and enjoyed the meals with no issue at all.

Last night we contacted the Faramere branch to place an order for delivery and were notified that they had no drivers for delivery so I asked the gentleman to give me a minute and I would call back as I had to arrange for transport to collect the meals, which I did and I called back to place the order for 6 x Chicken Prego Rolls with Chips, the gentleman then informed me that due to the quantity of the order he would call back as soon as the order is read so we could collect. We waited for half an hour and after not receiving a call we decided to go through and see if the orders were ready and to our surprise we walked in and the order had been sitting on the counter waiting to be collected so we collected and paid for it and made our way home.

I handed my family the food which they had started eating and noted that the chips were cold and dry as if they had been standing a while, and the buns were squashed and not even on the patty properly, after not eating the whole day, due to a family game day and us not having anything on hand, my family had no choice but to eat the food which they only managed to get through the burgers, the chips they ended up just leaving due to the condition of it. I looked on the slip only to see that they had also scratched out a note on the slip which I made out as saying “34117-CUSTOMER DO NOT DELIVER!!!”. I then called the manager of the branch to raise my concerns and was surprised when he raised his voice to me and started getting very rude, I then put it on loud speaker so my boyfriend and family could witness this, he began accusing me of being on a community group and constantly complaining, however I know for a fact that I am on no community groups and have never been so when I asked which group he is referring to he told me it doesn’t matter, he then said he can send one of his drivers to collect which he had recently said were not there and then went on to say that they do not receive other complaints about their food and that they are the top shop out of all 50 of the franchise shops in South Africa, I tried to ask him to calm down and to speak calmly to me as I didn’t appreciate his tone and how he was dealing with the phone call, we ended the call as he continued to be rude and went to the branch instead and I took my box of food with that I had not yet eaten from with.

I walked in to the shop and went straight to the counter where the manager also stood, I greeted him and once again told him that I did not appreciate how matters were handled, he then moved away clip boards from where I stood, that he had of what I assume was cash count for the day and stated, “Let me move my money”, the tone that he used and after all the accusations from him saying that I complain on an alleged group to get something out of it really upset me and made me feel like he was insinuating that I am a con-artist or *****. As I addressed him explaining that we were not at fault as we were told by him, himself that he would contact us as soon as the food is ready and yet did not get any feedback and that is why the food was received late and in the state that it was, he only nodded not saying anything until another customer walked in behind us for a collection and then only did he ask, “How would you like this matter rectified”, to which I rep**** “ I would like the matters dealt with in a proper manner and for the customer service standard to be raised regarding how you present the food to customers and how you treat them” he then rep**** with “Would you be happy if I returned your money” and I said “We would just like the service to be up to standard and for matters to be dealt with professionally as that is what we pay for”. He counted out the money and handed it to us and greeted so we left. I am however not happy about the matter as it was not about the money for me but about the standard of the product and customer service that we received and how I was treated and accused of things I, myself am not aware of which he would also give no information on. I hope that this matter gets sorted.