Disappointed and extremely poor service

If I could give a minus rating I would do it.

I am super disappointed. I made a booking 3weeks ago at Cornwall Hill Shopping Centre Spur for a double party (my son and his friend) when the booking was made I was told they will only confirm the booking if I also bring cake for all the waiters. I was also told that the manager will call me to confirm all the details when he is back. I never received this call. I called on Monday last week to confirm the booking. Spoke to the same lady and she said yes but don't forget the cake for them.

On arrival on Saturday. We arrived and was shown to our table. I called our waiter aside and explained how the bills will work ect. The party started and we ordered food. We 1st ordered a kiddies nuggets and chips. When it arrived the portion was not the same that we normally get at the Castle Gate Spur. We called the manager and explained he apologized and saod he will bring another portion.

We then ordered the food for all the kids (9) all orders were done at the same time and we also asked her to inform the chef that tje kids are hungry and they must please let the food get there quickly. Belinda our waiter came to the table to inform that the kids food will arrive soon. We called all the kids to sit at the table. She brought the drinks and we waited another 10min before the 1st batch arrived. Half of the kids received their food. While they were eating the other half of the kids were watching the other kids eat their food and they complained they are hungry. About 20min later when the 1st batch kida were done eating the other batch of food arrived for the kids and they ate.

The adults ordered their food. When tje adults were still waiting for their food we were asked if they can bring the ice cream and we said its fine. Again all the kids were called.

When the staff came to sing happy birthday only 1 birthday ice cream arrived with a starlet and 5kids got their ice cream. Its a double birthday party!!! But only 1 birthday ice cream. It also could not be called ice cream but soup. Thats how melted the ice cream was. When I complained that only 1 birthday ice cream was received they then brought another birthday soup along with the other 3 birthday soups aka ice cream.

Belinda informed me that the ice cream machine was out of order. But she only told us this after the happy birthday song when I complained. The manager was also called Muso. He said he did not know about the ice cream machine not working. How convenient hey! He asked if he can make it up 2min later he arrived with perfect set ice cream!!! How is that possible if the machine is broken?

I must also add when I complained the 1st time we only received 3 wet wipes while there are 9 kids. They could not clean their hands so I went to ask for more. Our waiter Belinda dis not know that I can understand her language. She complained to her colleagues how dare I complain? She did not want to help me to get more wet wipes I had to ask another waiter for assistance.

This is unacceptable!!! We spent thousands of rands there on Saturday. The manager was no were to be found again when we left. He only apologized once when he brought the extra oce cream. Really? Extremely poor service. I will never in my life visit Cornwall Hill Shopping Centre Spur ever again!!! The staff is just asking for free stuff the whole time. What that is telling me is that the staff is not happy thus the poor service. No staff member was smiling. Very sad.

I am very disappointed coz I thought that Spur is such a big brand. Surely all the portions must be the same across board but clearly not. The portions at this Spur is extremely small in comparison with the Castle Gate branch.

I will not recommend anyone to visit Spur again😥