Terrible service at Blue Route Mall

Good day

Unfortunately I had a terrible experience at Marcels Blue Route Saturday 1 February 2025 just after 1pm. My daughter (8 years old) ordered a small cone with toppings. I watched the girl throw the toppings (mini Astros) into the cone then put the frozen yogurt on top, normally when we order this they first put some frozen yogurt in then the topping then complete with more frozen yogurt. I gave it to my daughter and she took a lick and the whole thing fell off and she caught it in her hands. The young lady that served us just gave me a look, as a I don't give a **** look. So I asked her for a small tub, because the whole thing was falling off, she nicely tells me that's an extra R6, which I paid for, we then turned the cone upside down into the bowl and all the sprinkles fell out onto the counter and the floor, again this girl just looks at me with a look, like this is my problem, so my daughter now eating the empty cone and confused because there is nothing inside. I then told the girl and manager that this is ridiculous and they could have given the bowl because the yogurt wasnt put in correctly.

I was then told we doing stock take and you must pay, which I already did.

It was disgusting the looks I got from both ladies, no apologies for what happened, no empathy to the whole thing falling apart.

I mean we were still standing at the damn counter.

We go to blue route often and we always and I mean always buy Marcels for the kids and waffles for us. That's their treat, but never again. The service was poor. I can understand why some people in the que say no thanks, go ahead, we waiting for someone else to serve us, some of the staff is really nice, but those two yesterday were terrible.

Please train your staff, if they see they made a mistake and the frozen yogurt falls out of a cone in front of their eyes, they need to apologize and fix the problem. I never leave spending less than R92 minimum on a visit, because my kids always take a small with topping, sometimes two toppings which is even more. I'm very disappointed as to what happened yesterday. My daughter says they should get 0 stars for their service and attitude.