BM
Bea M
Active since Feb 2023
2
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2 reviews4 months ago
Bounce @ Fourways Mall
Friendly, helpful and supportive professional staff. Great fun for the whole family
0 replies
38 months ago
Ill Customer treatment and Filthy Restaurant
After attempting to resolve and final the client complaint. Kamen Manager at Wimpy Monte Casino has resorted to ignoring all communication.. After she came up with a resolution and did not follow through with it. Please see below original complaint: Good day. I suggested to my husband that we go out and have a nice breakfast instead of cooking today. It’s my treat and we can go anywhere he likes. We had a look at a tapas restaurant and bar which I was drawn to. My husband preferred something less fancy and said we should go to Wimpy, bea cause their breakfasts are generally delicious and I like crispy bacon and crispy chip Upon arrival at wimpy it was filthy. There were two murky liquid spills. Three tables (joined in twos and threes) were filthy with crumbs and food particles. I was reluctant to sit down and enjoy a meal at the Monte Casino Casino due to the filth, however it is what my husband wanted. The floor at our table had brown-ish marks as though a combination of chocolate milkshake and tomato sauce. And as I sat on the caramel brown couch there was a long strand of curled black straight hair which I pushed to the ground with my clutch bag. The waitress gave us a greeting, which we greeted back and I immediately pointed out the filth around us. She excused herself to get a table cloth and cleaned up immediately. She didn’t sweep and mop, and I can appreciate that this would have made us uncomfortable as we were seated already It is impressive how when the waitress came to serve us, she assisted us with a smile although the first thing I did upon arrival was complete. My order included a cheeseburger combo with Coca Cola and my husband a Dagwood and cuppacinno. The meal arrived and we ate. The bread roll for the cheeseburger had dry white patches. I was skeptical to continue eating it, and further inspected the burger. The other parts looked almost ok, although it wasn’t yummy. Toward the end of the burger, the white patches were more clustered and looked more mouldy. I finished eating the chips and they tasted fresh and crispy, and I enjoyed them with salt and mustard. When the waitress came to our table, and I informed her. She asked if we would like to chat with the restaurant manage. We asked to speak to the manager Although we were ready to pay and leave, my intention was to simply inform the manager and make them aware. I had hoped the manager would be patient enough to listen as to not get further dissatisfaction from restaurant customers. I expressed my concern with the manager, who looked away, and when he gave his divided attention back to me had a frown on his face. My concern is the white mouldy patches on the bread roll which were difficult to set apart on the burger that had much red source and cheese and burger and and onion filling. His response to me without taking a look at the bread roll is that it’s impossible that the roll is off. He can even take me to the kitchen and show me the delivery received from the truck this morning. I have no guarantee that the exact roll that was on my plate at that moment in time was from the exact delivery of the same morning. And furthermore he suggested that I should not eat a burger and finish it and then say there is something wrong with my meal. I am unsure what this remark was implying? Please advise? Did this perhaps imply that I was there for a free meal? I had to prompt the manager to look as I lifted the fork with the bread roll up to him- his response was there is nothing wrong with it. The restaurant mangers lack of interest in what I was saying; led me to say to him that it’s fine, never mind and you can go. The managers dismissive response was humiliating and embarrassing for me. Therefore I asked the waitress for the managers name, surname, work email and work phone number; so as to escalate my complaint. She brought the manager again. I expressed my dissatisfaction with the lack of customer service and lack of professionalism and lack of empathy he has shown me. He then continued his communication with and apologised to my husband whose meal was unaffected. My husband was shown more communication than me. At this point the restaurant channelled his action plan and feedback to my husband. And further expressed himself to my husband that “I apologise sir”. This is when I congratulated the manager that this is how he should have communicated with me in the first place instead of dismissing me. And again he walked away to remove the affected meal off the bill I can only assume that this was the manager’s findings after trying to figure out what I want as a customer. This again came across as financial to me, as Wimpy is so cost effective I was willing to pay the bill in full. When the waitress came with the bill, I informed the waitress that I won’t be paying. At this point, the restaurant manager called the Monte casino security to deal with me. Please advise as to was this necessary to call the building security on me? Couldn’t the manager resolve the matter immaculately and make sure we left as happy customers? I received no apology and no solution at that moment. Instead when I asked to speak with the managers bosses, Carmen Naidoo Kreason, I was referred to the Wimpy online complaint forum. I am dissatisfied with the service received today from Clearance Matebele at Wimpy Monte Casino
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Review Distribution
5 Star
1 (50%)
4 Star
0 (0%)
3 Star
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2 Star
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1 Star
1 (50%)