Dismal fail at attempt to fix complaint

Good morning.

I just thought I should share my feedback after having gone back to the store this past Saturday. It's a decision my family and I still regrets as it is quite clear this store and its manager still do not understand the concept of customer service, and it is impossible to correct something you do not comprehend.

We went on Saturday after they asked us to come bck, from the time we arrived it was clear the main focus was the bill not getting high,the manager kept coming to our table to see how far we were with our lunch which made us very uncomfortable.

The main issue is the service they failed to give us when we went the 1st time,and the second time that was supposed to remedy the 1st offense was worse than before.

The manager literally came and told us we had to leave as our bill was too high,I think he said it was R1000, this was an insult to us to be literally asked to leave after driving to Irene when we stay in Centurion,tryng to give them a chance to make right what they wronged.

I wish these people could understand that we were not scoring for a free meal,we had no problem with settling our bill, and we have been eating at all kind of diff Spurs for years even our family card can attest to tht, it's the appalling service that we experienced that is the problem.

On the 1st day that we went,the play area staff put a tag on my daughter's dress which was apparently supposed to be taken off at the counter before we left, it wasn't and did not beep when we exited as they told us,I had to cut the dress when we got home to get rid of the tag.

We unfortunately had to pack up just over an hour after our arrival, being so embarrassed that we were basically chased out because our bill was getting too high whereas we went there for a service that they failed to give us and continued failing dismally. The manager in question never came back to our desk after telling us he is closing the bill, didn't care to follow up on how we found the experience or to say good bye,we just took our kids n left feeling so disrespected and disregarded, and mostly repulsed at the fact that these people still do not fathom the main concept of business which is customer service which ensures customers do come back. Instead for them it was the free meal that was supposed to shut us up, the free meal that came with even more disgusting service.

I want to take this opportunity to express my gratitude to Spur headoffice at how efficient and prompt my complaint was handled, it was amazing,however the store in question is honestly a disgrace to the Spur big and great brand, Spur Irene should not be associated with Spur as they do not share the same vision.

I have 2 kids,10 and 6 years old,we have been Spur clients for years before they were born and even more so after,we have their birthdays at Spur every year and we have been happy and satisfied with their service and atmosphere before this unfortunate incident happened with Spur village mall.

We will not stop being Spur customers, but Spur village mall is a place we will never set foot on! And we will spread the word and advise against anyone who would want to visit this store as they do not respect the people that make their business.

Thank you kindly S'thembiso Matlou ***