Management Fell off

I would like to bring to your attention the unforgiving experience I had at your Branch in Midrand last night, Minnetonka if I am not mistaken.

We have been to this Spur before and had a really good experience the last time which was in February this year. We were there for Breakfast and very pleasant. However, Last night was not how I know Spur to be but in hindsight its expected if Management are not up to scratch.

We arrived last night just before 6pm and it was fairly quiet as expected before the rush. We were seated by a Trainee waitress which greeted us with a really nice smile and we were in awe about the new decor. We really thought it was going to be a pleasant evening.

The problem started when the waitress was uninformed about anything on the menu as she did not know pricing or specials or anything for that matter. We ordered our drinks which came in good time and our kids were playing in the play area. We then ordered food for the kids which also arrived quite quickly. What really concerned me was the fact that the waiters were all standing around expecting it to be quiet the whole night, until the rush came and that's where your restaurant fell off.

My wife and I ordered 2 burgers, Rib Burger and a Cheese beef burger. We waited a while for the burgers to come and as the waitress got to my table the order weas wrong as she forgot to put cheese on the beef burger and only realised when she saw me then decided to turn around with both plates and off she went back to the kitchen. All she had to do was to inform the Managers on duty to assist but instead took another 20 mins or so to bring our food back but in the meantime neglected to let us know what the hold up was. The food then came back ICE COLD, chips were not as I asked to be and they were soggy. Your Operator stopped at our table once not even aware of what had happened and had no personality at all but was walking around the restaurant with his head held high while other customers were complaining as well. He had a bad attitude when we decided to get up and leave and when I asked if this Spur belonged to you he was very hostile towards my wife. I was disgusted by how Spur's standards have dropped over the years and even more upset that A franchisee with your high standards are not being met at a store level. The point I am trying to make is that every spur I go to I expect a level of service and presence of management as I know what it feels like to have customers leave a store unhappy with parting with their money for mediocre service.

I just wanted you to know that your Fourways branch is one of the best I have been to but you have a serious problem at the Midrand Branch. I will not step foot there again and we made it very clear to the management last night.