An unpleasant experience at chip n dip that is usually my favourite place to order food

On my recent visit to Gold Reef City Theme Park, I was eager to enjoy a fami**** favorite at the Chip n Dip located next to the Milky Way. Having ordered the chip and mozzarella stick combo many times before, I’ve always appreciated its crispy, golden chips and perfectly melted mozzarella sticks. Unfortunately, my experience today was nothing short of disheartening, marked by inattentive service, a significant error with my order, and an utterly dismissive response when I sought resolution. From the moment I approached the counter, I was met with an air of indifference. The staff were engrossed in their own conversations, chatting animatedly while I stood waiting, feeling increasingly invisible. Despite my attempts to politely catch their attention, I was left lingering for an unnecessarily long time before anyone acknowledged my presence. This lack of attentiveness set a frustrating tone for the entire interaction. When my order was finally prepared, I clearly requested only mayonnaise sauce to accompany my meal. To my dismay, I watched as an employee began dousing my food with tomato sauce. I quickly intervened, reiterating that I had asked for mayonnaise alone. Instead of apologizing or correcting the mistake promptly, the employee casually suggested I should just accept the food with the unwanted sauce. This response was not only dismissive but also baffling, as it disregarded my explicit request. After some back-and-forth, the employee appeared to rectify the situation. He added a layer of mayonnaise and a few fresh chips, presenting the meal as though it had been fixed. Relieved, I took my R85 lunch and found a spot to eat, hoping to salvage the experience. However, my optimism was short-lived. As I began eating, I was horrified to discover that the tomato sauce was still present, cunningly hidden beneath a superficial layer of clean chips and mayonnaise. The tangy, unwelcome flavor permeated both the chips and mozzarella sticks, rendering the meal nearly inedible. For someone who genuinely dislikes tomato sauce, this was a deeply disappointing discovery. Determined not to let the issue ruin my day, I initially tried to eat around the sauce, picking at the few uncontaminated bits. However, the pervasive taste made it impossible to enjoy my meal. Feeling frustrated but remaining calm, I returned to the counter to address the issue politely. I explained the situation to an employee, the same employee came over as I showed him the food and requesting a partial discount or some form of resolution, as I was unable to eat the R85 lunch I had paid for due to the error. To my astonishment, he merely shrugged his shoulders, his demeanor cold and unapologetic. He curtly informed me that he “couldn’t do anything about it” and suggested I should “just be grateful” for the food I received. This response was not only unprofessional but also deeply insulting, as it completely disregarded the fact that the mistake was entirely his own. I understand that mistakes can happen in a busy environment, and I approached the situation with patience and politeness. However, the combination of inattentive service, the failure to properly correct a clear error, and the rude dismissal when I sought a reasonable resolution left me feeling undervalued as a customer. Paying R85 for a meal that was essentially inedible due to someone else’s oversight is simply unacceptable, especially when met with such a cavalier attitude. This experience has left a bitter taste—figuratively and literally—and has significantly tarnished my perception of Chip n Dip at Gold Reef City. I sincerely hope the management takes steps to address the staff’s training and customer service practices, as no guest should leave feeling so disregarded and unsatisfied. Regrettably, I will be hesitant to return unless significant improvements are made.