Appalling Service

I wish to express my dissatisfaction with the service I received form the Glen Acres Roccomamas restaurant. Unfortunately, the service standards were of great disappointment and both the attitude of the waiter and the manager dampened our mood. The food service started off in a very disappointing way, when we were served lukewarm chips and wings. The presentation of the food was not the same. Three members of my family ordered burgers with chips. However, the waiter brought the order without chips. We received no apology for this from the waiter. When we eventually received the chips, they were lukewarm. When I brought this to the waiter's attention that the chips and my wings are cold. He blatantly said they just came out now. I then asked if I could allege that something is cold if it’s not? to this he spoke to a gentleman (who seemed like a manager) who was approaching and informed him that I said the chips were cold. The gentlemen said nothing, he just snatched the chips and took them behind the counter which seemed to be the kitchen. We overhead the kitchen staff confirming that our chips were left out longer before they were served to our table, hence they were lukewarm. At this point my kids were too hungry to wait for fresh chips so they continued to eat theirs cold. When the waiter brought back the chips, they came back without a paper lining. At this point we were lost for words at the attitude of the waiter who seemed to be throwing everything at us, as if he is in a rush and is doing us a favour to even serve us. We were served ribs without the refresher towels nor extra serviettes. I had to ask the waiter each time to bring us whatever we needed, which at this point was a bit annoying. Not that the waiter's attitude helped. The cutlery for dessert was dirty. When I showed it to him, he just grabbed it and brought another one. No apology what so ever. We felt like we were really not welcomed at that restaurant. T Following the above, the manager never came back to ask if all was in order. To our surprise all tables were attended to, except our own. The service at Glen Acres is of great concern. Mall of Africa has Roccomamas that is extremely busy, but that does not deter them from maintaining excellent customer service. The manager goes to every single table, the waiters are friendly and the customer gets value for money. The service standards are consistent, no matter what time of the month or day you go there. This is the reason why we went to the Glen Acres Branch. My family thought we would receive the same from Glen Acres since they are closer to us, and we did not want a long drive on Sunday afternoon, to our disappointment, this was a total opposite. With the service I received yesterday, I don't even expect feedback. The customer service was below the standards I expected. I do hope though that in future, the service of all the Roccomamas matches the one at the mall of Africa.