I am writing to formally complain about my experience at Jack’s Grill, Florida Road, on 21 January 2026.

Dear Mr Paruk,

I am writing to formally complain about my experience at Jack’s Grill, Florida Road, on 21 January 2026.

I made a telephonic reservation with the manager, Sasha, for my son’s 18th birthday dinner on 21 January at 6pm. During our conversations, I clearly explained that this was a birthday celebration and asked whether I could bring simple birthday décor and a cake. Sasha agreed. I also requested ocean-facing seating, which she confirmed was available. At no point during these discussions was any surcharge mentioned.

I further advised Sasha that my friends would arrive at the restaurant at approximately 2pm on the day to assist with setting up the décor. This was again agreed to.

When my friends arrived at around 2pm on 21 January, they were stopped at the entrance by Sasha and not allowed to enter with the décor. She stated that she had never agreed to any of this and informed them that I would be charged a R300 surcharge for décor and cake. This was the first time such a charge had ever been mentioned. Had this been disclosed during our phone calls, I would have addressed it immediately.

Sasha’s attitude was dismissive and confrontational. She stood with her arms crossed, repeatedly stating how busy the restaurant was, despite there being only a handful of customers present at the time. In the same conversation, she stated that the upstairs section of the restaurant would not be opened that evening, which contradicted her claim of being too busy to accommodate us.

When my friends asked for the owner’s contact details, Sasha refused and stated that they were not allowed to contact you and would have to deal with her directly as the only manager and events coordinator. Her tone and lack of basic customer service left my friends with no option but to leave.

To make matters worse, the waitress, Amina, made a condescending remark as they exited, saying, “We hope you enjoy the next restaurant.”

At that point, I decided to cancel the booking entirely. Thankfully, Mozambique at Wilson Wharf accommodated us at short notice and went above and beyond to assist with décor and arrangements. My son had an amazing evening, and the service we received there was outstanding.

As a single mother, I was genuinely looking forward to giving my son a memorable 18th birthday. The conduct of your staff was deeply disappointing and entirely unprofessional. Experiences like this will undoubtedly cost your business customers if not addressed.

I trust that you will take this matter seriously and address the conduct of Sasha and Amina appropriately. I would strongly recommend customer service training for both staff members.

Regards, Kathrine Govender 072 475 9549