**Formal Complaint and Demand for Written Response**

To Management of Brocka,

This correspondence serves as a formal complaint regarding the disgraceful and unacceptable treatment my party experienced at your establishment.

We waited **1 hour and 10 minutes** to be seated. After eventually being seated, we waited a further **25 minutes** before anyone attended to us — despite calling for the manager **three separate times**. We were only acknowledged after the third attempt. That level of neglect is not simply poor service; it is blatant disregard for paying customers.

Once our order was finally taken, we then waited an additional **1 hour and 30 minutes** for our food to arrive. By the time the food was eventually served, our drinks were completely finished. Not once during this entire time did a waiter or manager check on our table. There was no follow-up, no offer to refresh drinks, no apology for the delay, and no effort to correct the situation.

To compound matters, we observed other patrons — including Muslim customers — being seated and served before us despite arriving later. The pattern of service created a deeply concerning perception of preferential treatment based on religion. Whether intentional or not, the impression left was one of unequal and discriminatory treatment.

Furthermore, when we requested the restaurant’s email address in order to formally raise this complaint, we were not provided with it. Instead, we were handed a menu and directed to your social media accounts. This response was inconvenient, dismissive, and inconsiderate. A reputable establishment should be transparent and readily provide direct contact details when a customer requests them — not deflect them to social media platforms.

This experience was humiliating and unacceptable from start to finish. No customer should feel ignored, marginalised, or treated as an inconvenience.

I am therefore formally demanding:

1. A **written explanation** addressing the extended delays at every stage of service. 2. Clarification of your **seating and service prioritisation policies**. 3. Confirmation of what **corrective and disciplinary action** will be taken. 4. A formal written apology for the delays, lack of table service, and failure to provide proper contact details when requested.

Kindly provide a comprehensive written response within **7 days** of receipt of this complaint. Should this matter not be addressed satisfactorily, I will not hesitate to escalate it further and share my experience publicly.

This was a complete failure of management and customer care. I expect accountability.