Rotten food, Poor service , improper behav

Greetings

After a period of more than a week since the incident that happened on the 18th of May 2024 at Coffeeberry Cafe, Cascades mall in Pietermaritzurg KZN, i have finally reached a decision that i would not be doing justice to the waitress who was helping us on the day as well as not to report the terrible service my family received from your Manager by the name Sbu.

This very unpleasant incident occurred in the early afternoon after i had ordered a Pork Belly, on receiving my food i soon discovered that it had a foul smell and immediately notified my wife who was seated next to me, she confirmed that indeed it was a spoiled food and other family members agreed, i then summoned our waitress who without any doubt after examining it agreed that it was spoiled and she apologized and asked us to be patient while she is taking it back to the kitchen.

After a couple of minutes the Manager by the name Sbu ( as it was written on him ) arrogantly told us the food was not spoiled, saying that is how the Pork smells, he did not even care to introduce himself and just jumped on us, like we just a bunch of fools who does not have any idea about the food they serve, there was an exchange of words and he refused to bring back that spoiled Pork Belly so that other staff members can also attest to it. I then asked him to call his superior he said no one above him in authority was available , we asked for the contact number to his superior he said he does not know it and does not have it. I then told him that i was going to report him to his employers and he seemed to not care about that either.

My family was very embarrassed and it was the first time we encountered such behavior , we have been at the same Coffeeberry Cafe numerous times, and we always come as family , that day we were a family of Ten including children.

When our waitress finally came back she was trembling and when we asked her why she was suddenly shaking, she just burst into tears, it was obvious that Sbu the Manager had said something awful to that woman, her fault according to Sbu was honesty.

On your logo you say " Striving for excellent customer service " thus this gave me another reason to write this email to you, rather then making it public, we have always had the best service at this restaurant for the past years.

I trust your cameras will also be of assistance regarding this complaint.

Regards Hlatshwayo Family 0727310492 / 0721073077