Pathetic Service

On Saturday 27 July 2024 we visited the Golden Falls Spur Steak Ranch, Columbine Square Shopping Centre, Suideroord, Johannesburg. We were seated at our table, but the waitress who seated us – I think her name was Noxy, handed us the menus, introduced herself and walked of. Now, correct me if I am wrong, when patrons are seated, the waiter will ask if the patrons would like to order beverages. With all due honesty the Spur was very busy, hence, I felt taking a beverage order once we were seated was even more important with the waiter not knowing how long it would take to return to our table to attend to us. We waited for approximately 25 – 30 minutes and then my companion noted that he was going to complain. A lady with a medical mask then came to take our beverage order. Another waitress was sent to our table upon which we ordered our starter. Now, the starter was brought out in due time and was fantastic, but then the long wait started all over again. At a stage, I started sipping on the melted ice left in my glass, seeing that I was rather thirsty after the starter. Now, may I just say, when my companion got up the first time, surely management should have noted that there is a complaining table, hence they should keep an eye on the table – and in my opinion, our complaint was valid. I used to waiter at Spur when I was still studying and know the protocols to be followed in terms of waitering. We placed an order for drinks, and yet again waited an extended period of time for the drinks. My companion decided to approach management again. I told him, best we leave, because the mood was already spoilt, because by now, I was even losing my cool. The drinks finally came. My companion returned with a gentleman – I am not sure what his position was, who tried to convince us to stay. Even though the gent really seemed concerned I thought it best to rather leave, taking into consideration that that was the 2nd complaint, and who knows how long the next round of beverages and our meals would take. It is of note to mention that at the time our bill was already standing at R393.30, so its fair to say that we are not cheapskates. In Conclusion: 1. I really don’t want to receive any calls or offers. I have had my fair share of incidents at various Spur branches over many years of being a patriot and this unfortunately was the final straw. I simply felt that I had to report the incident though in order 2. A lady from Golden Falls Spur did give us a call Sunday, profusely apologized (and we did appreciate her call), but unfortunately the damage was already done. 3. I simply cannot understand the mindset of Management at this Spur. Surely if it is busy, a Manager should also step, jump in and assist the waiters. 4. The lady who assisted earlier wearing the mask, was having a long, obvious social, conversation with another patron a few tables from us, surely, she could also just came back in due time to find out if we were still doing ok. I just cannot comprehend such behavior. 5. It was end of the month for most people and a weekend, surely an adequate number of staff should have been booked. Never the less, a lesson well learned. The only reason why I decided to still submit my complaint is because I don’t think any person deserves the kind of treatment we received. In fact, if I must be completely honest, I don’t think we were welcome at this specific establishment. With everything that went wrong, that is unfortunately the only possible reason that makes sense – because whilst typing this, I realized, surely the lady with the surgical mask, could have ensured that we received excellent service onwards, yet rather opted to have a long and engaging obvious social chat with the patron sitting five tables from us. This is just weirdness on another level.