Poor service at restaurant and Head Office level

On Tuesday 30 May 2023 I called the Wimpy customer care to lay a complaint about a restaurant experience and I was provided with an email address to send the complaint to. I sent an email and got no response. I then followed up on my email 2 days later as I had not received a case number and to date nothing has been done about my complaint. My email goes as follows:

My complaint relates to an incident at your Wimpy Engen Garage (Main Road, Bryanston Johannesburg) store dated 12 May 2023 between 13h00 and 14h00.

I ordered a chicken burger meal and within a few minutes my meal was delivered to me. As I bit into the burger, the crumbed chicken burger which looked so amazing was not fried at all. The chicken was completely raw. I immediately called the waiter and showed him the food. He apologized stating that they had trainees working in the kitchen and hence the food was in that order.

Then the second plate came, with the same order but this time the chips on the plate seemed significantly less than the first plate and I also made mention of this to the same waiter. As I bit into this burger, it was so overdone, it could have broken my teeth. I was astonished as to how hard the crumbs got that it was difficult to eat. I was starving at this point and couldn't wait any longer so I continued eating the meal and called the Manager at the instance it happened and I informed him of the issue of the overdone burger. I even broke a piece of the hard chicken and gave him to press and see for himself that one cannot eat food of that quality.

The thing that actually upsets me more about my experience was the bill I was served. Given the fact that I went in when I was hungry, was served uncooked food which could have made me severely ill, I then was served with a completely opposite overdone burger, the Manager had sent the bill with the waiter and I was advised that they had deducted the "chips" from my bill as a courtesy for not one but BOTH burgers being out of order! I was so upset and annoyed by this experience that I just settled the bill of R70.80 with my card ending with ***0483.

Is this how customer's are treated? We are served two inadequate meals and we still have to pay for the inadequate food but the lesser item on the plate is deducted (which had no flaws)?

I am totally flabbergasted by this experience and don't think I will be dining there any time soon.