Launch Event Ended in Humiliation at Kream Mall of Africa: Unprofessional and Disappointing Service

Review for Kream – Mall of Africa

On Saturday, 13 September, we booked a section at Kream, Mall of Africa, to celebrate both a birthday and a magazine launch. While dinner started late, our waiter (who was actually excellent) did his best and gave us an apology. Unfortunately, what followed completely ruined what was meant to be a special night.

One of the staff members at Kream displayed shockingly unprofessional and disrespectful behavior. When a situation arose after one of our guests mistakenly brought in alcohol, this staff member handled it with rudeness and inappropriate language in front of other diners. Matters became worse when one of our colleagues misplaced his jacket. Instead of handling the situation calmly and respectfully, this staff member undermined and insulted our colleague by saying he could “buy him another one” and even demanded he take his jacket off, as though speaking to a child.

The worst part is that this happened publicly, in front of other customers, which was humiliating and completely unnecessary. We requested his name, but the staff refused to give it to us, and when we asked for the manager, no one took responsibility or accountability. The entire matter was brushed aside as if it didn’t matter that our evening was ruined and our Birthday Magazine launch with clients was an embarrassment.

What should have been a celebratory night ended in embarrassment and frustration. No effort was made to recover the experience – not even a simple “Happy Birthday” or a complimentary gesture like cake or ice cream for the host. Our client and guests left disgusted and unhappy with both the service and the way we were treated.

We paid the bill in full, even though the service we received did not deserve our money. The event was destroyed by the reckless actions and disrespect of one staff member and the lack of accountability from management.

As a result, we are demanding a formal apology from the employee involved and compensation for the inconvenience and distress caused. If Kream values its customers, it should not allow such behavior to go unaddressed.

Until this is rectified, we cannot recommend Kream Mall of Africa and will be sharing this experience with our wider network, including members of the media & through our magazine.