Poor service

On 3 September 2025, I took my son to John Dory’s in Ballito for his birthday. When our waiter came over, we ordered starters and drinks. My husband ordered a cooler with extra ice, and as soon as he received his drink, he noticed frozen ****roaches inside the ice. He immediately called the manager and explained how unacceptable this was. She took down our details and asked us to leave our contact information.

While we were giving our details, the lady at the counter accidentally pushed our Samsung S10 Plus off the counter and insisted it was a mistake. We then contacted customer care and reported the entire incident. We were told that an insurance claim would be submitted, but up to today we have received no feedback whatsoever.

I visited the store again last week and was informed that there are new owners. I spoke with the owner, who told me that he only bought the store and not the problems, and that I should contact customer service. This is extremely poor service.

How many people are eating without even checking what is in their food? How are customers supposed to know how meals are being prepared? This entire experience has been pathetic, and we received no help at all — not even an apology.