Great expectations, sadly not so great outcomes

<p>My experiences with T'nT have always been wonderfu. Recently we had a great Mothers day lunch at Centurion T'nT and while we were leaving we were told about the new special that woudl start the following day. Due to the wonderful experience I had I decided to try it out again. So during the week I went with a colleague of mine to T'nT in Roodepoort. Got there ordered the special and was very impressed that not only did they maintain the standard but that the service was also great. The managers at both branches were wonderful and genuinely cheerful.</p> <p> </p> <p>My colleague and I were so impressed that we continued to refer many other people to go to their closest T'nT for the special. However sadly this wonderful relationship with T'nT was short lived. This past Sunday (2017-05-21) my mom and I decided to go have the special at the Waterfall T'nT. My mom had arrived at 11:30 and was allowed to sit. She explained to the waitor that she was still waiting for me to arrive but needed to dash out for a few moments and asked if she could reserve a table to which the waitor said that it was not necessary. I had not arrived yet and she went out and we returned together at around 12pm.</p> <p> </p> <p>When we arrived at the door we were behind two families. One requested a 11 seat table and the other requested a table for two. The table for 11 family was written down and asked to wait while they try find space for them. The table for two decided they would not wait and left. It was explained to them that all tables were occupied and that there was no table they could occupy immediately. We were then greeted by a manger named Liezel. Who told us the same story about all the tables being occupied but that if we wait for 15-20 minutes we woudl have a table.</p> <p> </p> <p>While we were standing there I could see that there was an unreserved, unoccupied table for 4. I did not make any mention of it because I trusted in doing her job. She kept telling us about how the tables were all reserved or occupied and have been so since the doors opened at 11am. I told her that just by the way when I googled trading hours it had said that the place opens at 12 to which she said well we open at 11:00 but our kitchen only starts grilling at 11:30. Liezel kept assuring us that we were next to be seated and a table would be ready in no time.</p> <p> </p> <p>My mom and I proceeded to wait for about 10 minutes when another family came in. They said that they had called in earlier in the day and were told that they were not taking reservations. Liezel told the family of 3 the same story that she told me. The family complained and said that they actually can't wait because their son has an important paper to write the next day and they can't afford to wait.</p> <p> </p> <p>Without hesitation Liezel proceeded to pull out menus and show this family to the unreserved, unoccupied table for 4. When my mom enquired as to why they were let in before we were yet we have been waiting longer she told us with a **** smile and tone "There is a reason for a reservation list". At this point another manager stepped in and started talking to my mom while I spoke to Liezel. This statement, tone and attitude vexed me. I walked up to her and asked why she did such a thing when we have all been waiting. To which she rep**** that she gave them that table because they were going to finish eating quickly. She said she told my mom she would seat us and the table is ready but my mom came to her asking angrily. </p> <p> </p> <p>I walked her through step by step about what she had done and how we got to this point and at this point the other manager tried to step into the conversation to which Liezel put her hand up and shushed him and told him she was busy. She then told me that she gave thema table because they were not going to be there long, I told her that she gave them the privelage and upper hand in choice which she did not give my mom and I which is where the problem lies. She then told us "I have a tabel for you but it has limitations, you have to be done by 13:15". I told her how wrong what she did was in letting people who have just arrived sit and eat before us but she just walked away to put our menu's on the table she got for us. I also told her how wrong it is for her to say here you can eat but for a certain amount of time.</p> <p> </p> <p>Centurion and Roodepoort branches were by far better than Waterfall and I will sadly not be going there again as I have seen how Liezel treats not only her staff and colleagues but also the very same customers who come into her restuarant. I have seen the Centurion manager handle an equally as busy and full restuarant with more grace, humility and warmth than she did.</p>