Horrible service and food

We decided to treat our selfs to a fantastic meal at casa Bella as the casa Bella's in PTA and JHB are excellent. There were only 2 tables when we sat down, we now know why when all other restaurants were packed, we were the third table.

I ordered a pork fettuccine pasta,my wife had a pork belly and we ordered a Carne pizza for the kids.

After waiting ages for the food , 2 other tables sat down after we ordered our food and have paid their bills before any of our food made it to the table. My pasta eventually made it to the table

I asked the waiter why it was taking so long, she indicated there is an issue in the kitchen but the manager will come talk to me. No one made it to the table.my pasta was undercooked and fairly awful.

Eventually my wife's pork belly made it to the table. I then insisted on seeing the manager as my kids are hungry and your staff expects that we should eat in front of our hungry kids.

Eventually the pizza made it almost to the table , but the pizza was made with onions when we said no onions. It was returned to the kitchen.

The manager eventually made it to our table and apologized and offered to give the pizza for free. I informed him that I do not want a free meal I would like to speak to the owner to Inform him his staff is destroying his restaurant. He refused and eventually left.

Note on the food my wife's pork belly and vegetables were **********ly burned. Pizza was ok when it eventually made it to the table without onions.

A little later Thando came to inform me he is the higher manager. Explaining how they messed it up , I told him it is fine but I would like to inform the owner how the staff and manager is destroying his restaurant. The manager refused my request and offered our meal to be free of charge. I told him I do not want a free meal , I want a quality meal and quality service, which I want to pay for. And they did not deliver on both. Now I would like to inform the owner privately of what his staff is doing to allow him to sort it out without publicly slamming and damaging his business. Again the manager refused this request and insisted a free meal should be good enough. Again I do not need a free meal.

Eventually we left but I still remained confused , if a customer offers to raise a concern in private rather than publicly doing so why would you refuse the request ? Either the manager is hiding things from the owner or the owner does not care about his customers ?