Wimpy Manager Vivian Malele instructed someone to intimidate my family after appalling service

I would like to express my deep disappointment with the service and overall experience my family and I encountered at Wimpy Hazeyview, Hippo Junction. If a rating of negative ten stars were possible, I would have selected it.

My family and I frequently visit Wimpy at Riverside for breakfast, where we consistently receive excellent service. However, while visiting the Hazeyview area, we decided to dine at Wimpy Hazeyview, expecting a similar standard of service. Unfortunately, our experience was anything but satisfactory.

Upon arrival, none of the waitstaff acknowledged us. After waiting in vain for assistance, we decided to seat ourselves. Only once we found a table did a waitress approach us. She wiped the table and took our order without issue, promptly serving our drinks, followed by the children’s meals, and finally, our own meals.

As my husband was eating, he discovered lint or pet hair on his wors, and the onion rings appeared to be burnt leftovers. We immediately called the waitress, who acknowledged the issue and took the food back to have it replaced. However, no manager came over to apologize. Moments later, I found additional hair on the corner of my chicken schnitzel. Again, I called the waitress, yet there was still no apology. At this point, I requested to speak with the manager, only to be informed that she was busy and would come shortly.

Eventually, a staff member named Vivian Malele arrived at our table. As I attempted to explain the situation, she repeatedly interrupted me, dismissing my concerns. She then falsely claimed that she was not a manager but merely covering for someone else. Her lack of urgency, accountability, and patience—coupled with a defensive and rude demeanor—made the situation even more frustrating. I asked her to leave our table while we waited for the actual manager, but she refused and continued to downplay the issue. She later made a dismissive remark to another staff member, stating, “What am I supposed to do?”

When I requested the customer care number from our waitress, I was initially given the contact information for Ocean Basket instead. Upon further insistence, another manager who genuinely understood customer service finally approached me, listened to my concerns, and provided me with the contact details of Vivian’s superior. I then spoke with Evan, who, given the circumstances, was professional and understanding. I informed him that, due to the poor food quality and unacceptable service, I would not be settling the bill.

As we were preparing to leave, Vivian returned to our table and said, “My manager told me to apologize, and don’t worry, I will settle your bill.” Just when I thought the situation could not get any worse, it did. I declined her apology, but she then proceeded to approach the adjacent table and made disparaging comments about us, implying that we had orchestrated the situation to avoid paying the bill.

To make matters worse, a customer at the next table began making condescending remarks, insinuating that we were unable to afford the meal. He even went so far as to threaten to physically assault my husband. At this point, I found myself trying to prevent a confrontation, all while my children—who are minors—were forced to witness this distressing ordeal. This individual followed us outside, hurling profanities at both my husband and me in front of our children. Shockingly, the manager failed to intervene or de-escalate the situation.

I would like to bring to the public’s attention that if you raise grievances at Wimpy Hazeyview, the management’s response may involve ************ rather than resolution. I have always associated Wimpy with fond childhood memories, family bonding over meals, and a warm, welcoming atmosphere. However, this experience has left me deeply disheartened. What should have been a simple matter of addressing a legitimate complaint turned into a disturbing incident where my family was nearly assaulted—allegedly at the direction of the management.

Above all, my greatest concern is that my children had to witness this ordeal. Experiences like these contribute to a society where bitterness, violence, and hostility are normalized, which is deeply troubling.

I hope that Wimpy takes immediate action to address this matter and ensures that future customers do not endure similar treatment.