Tried to resolve privately before travel – no workable solution

I am a long-time Spur customer and Rewards card holder, which is why this outcome is so disappointing. We visited Thunder Ridge Spur on 30 January 2026. The meal (ribs and wings) was far below the standard I associate with the brand. The ribs had the texture and taste of processed meat, similar to what you would expect on a burger. Two separate payments were made by card — one for drinks and one for the food — so the visit is easily traceable. In addition, my Rewards card was not scanned and the points have still not been allocated. After logging the complaint, the branch manager contacted me. The only solution offered was that we return to the same restaurant for a complimentary meal. I explained repeatedly that we are not from Johannesburg and are travelling back to Cape Town on Tuesday evening (10 February), which makes returning impossible. I asked whether a voucher could rather be issued for use at another branch, for example at OR Tambo, or electronically so that we could redeem it at home. Despite giving both the branch and Customer Care the opportunity to resolve the matter before our departure, no practical alternative has been provided and no final written resolution has been received. We tried to handle this directly and reasonably. Unfortunately, the service recovery has now become as disappointing as the original meal. I hope Spur will still step in and assist.