Spur Randfontein

I am writing to formally lodge a complaint regarding a distressing incident that occurred at Spur Randfontein on the 1st of December 2024.

While visiting your restaurant with my family, my 3-year-old son sustained a serious injury – a broken leg – while playing on the trampoline. According to witnesses, the injury was caused by an older child who was behaving recklessly. I was later informed that this child is the son of the branch manager. Shockingly, the manager and his son laughed off the incident, showing no empathy or accountability for the harm caused.

At the time of the incident, no childminding staff were present, despite the usual arrangement for supervisors to be stationed in the play area. This lack of supervision directly contributed to the unsafe conditions that led to my son's injury.

The manager offered us a “treat” in response, which we declined, and instead requested assistance with the medical expenses. I was asked to send through the invoices, which I did promptly, but to date I have received no response or support whatsoever.

This continued lack of communication and failure to take responsibility is deeply disappointing. My family has endured emotional, physical, and financial strain due to this incident, and we are now in a position where the hospital has handed the matter over to legal representatives.

This situation could have been avoided with appropriate supervision and responsible action from management. I am now requesting a formal response, a sincere apology, and confirmation of how Spur intends to resolve this matter, including reimbur*****t of the medical costs I have already submitted.

I trust Spur will treat this matter with the seriousness it deserves.