Manager was rude & food was not up to standard

Good day

This evening at 19:13 I placed an order online. I then drove to Steers Welkom. On arriving at the store at 19:25 I was served by Daisy. I paid for my order and was told it would be ready shortly.

After waiting for half an hour, and seeing people who ordered in store receive their meals before me, I approached the counter and asked Isaac if there was a problem with my order. He took my slip and then bought me a bag with food in it. That bag had been standing on the shelf since I had entered the store half an hour earlier. I said to Isaac that I was not happy. He told me the food was still hot and had been in the warmer. This was not the case. The food had been on top of the warmer, with my cold coke on top of the food.

I said to Isaac I had paid for fresh food, and deserved freshly made food. Every other customer who had ordered in store was receiving freshly made food, I deserved the same as I had paid the same.

Isaac then got very rude and argumentative with me. He told me to feel the food and it was still hot. I then asked him to please listen to me as the problem was not with the temperature, but the fact that the food had been prepared half an hour earlier. He did not give me a chance to talk and instead told me I have to listen to him and take that food. I told him I am a customer paying for fresh food, and I don't have to put up with this. I told him I would contact head office. He then told me I must tell him who had served me, as that person had not done their job and they must answer me. I told him that I did not remember. He said that I need to show him, to which I responded why is the cashier's name not on the slip? Only then did Daisy come and say she had helped me. Isaac instructed her to insure I got fresh food.

During this time Isaac continued to be rude to me in front of other customers after I said I would take this matter further. He told me I can complain, and that I need to remember his name is Isaac when I do.

At no point was he even apologetic for the incident. His behaviour was rude and arrogant. His attitude towards me was shocking. I honestly felt embarrassed and belittled.

On arriving home I found the chips to be freshly made. Our burgers however were cold, and tasted as though these were the original burgers and were just put into a new bag in the kitchen where I couldn't see. Even had they been freshly made they were still cold, which is unacceptable. I live less than 5 minutes from the store, so they did not get cold as a result of the drive home.

This is also my second complaint about rude staff at this store in a three month period. This is absolutely unacceptable behaviour and service.

I sincerely hope that action will be taken to improve the situation. I await your response. But the way I feel tonight, I don't think I will return to Steers.