Terrible and abusive customer service

INCIDENT 3: (Latest) I would like to narrate and complain about 3 Incidents that I went through at Real fish & chips in RANDBURG SQUARE. I feel like I need to report this as it is getting out of hand and becoming a regular thing of being rude and bullying customers in that outlet. I want to apologise for the long review but I feel I need to tell my side of the story and paint the picture of the service I received.

I received a terrible service at Real fish & chips on the 25th of November 2020. I went to buy chips and wings and I regretted going back there because of two shop assistant ladies who were giving me bad customer service and attitude. They refused to pour sources in my chips the way I wanted. I came in and was assisted at the till by a gentleman by the name of Thabo with neat Dreadlocks and a friendly smile. I made a request to Thabo that I would like a staff member to add the sources in front of me so that I can be able to tell them how much source I need as opposed to adding the sauces at the back. I believe as individuals we differ in how we would like our meals to taste.

I asked him for this request as I was aware that in their store since the Covid 19 Regulations we were not allowed to as customers to add the sources on our own. When my order came to the front the lady who came to ask which sources must be added told be in a very rude way with so much attitude that she refuses to do as per my request and that came as a surprise to me because the last time I went to Real fish and chips Randburg Square she was the one assisting me with adding the sauces that I paid for as per my Instructions. I reminded her of that and she became so shocked and did not know what to say but just went to the back and told the gentleman who was taking my order at the till to deal with me. I watched her going to the back swiftly and sharing this with the other short fair skinned lady they conversed loudly so that I can hear and maybe get the message about how they are told what to do by customers whilst they were the one's who know better on what to do. I looked at the ladies and was surprised of this behavior as they were busy frying chips and dishing out with their masks hanging below their chins and was scared of the spitting in our chips in this time of the Covid 19 pandemic which they were supposed to protect us as customers from the disease.

The gentleman told them they must not worry he will pour this for me as per my request and I thanked him. I was so upset and fuming as this was not the first time I had to fight be insulted and maybe be expected to beg for a good service that I deserve to get as a paying customer.

INCIDENT 2: I went to the same place Real fish & chips Randburg Square around October after the Level 1 was in place and the restaurants were opened and at the till I was served by the short light skinned lady who I knew was rude as I had an encounter with her before in the same outlet. The lady did not recognize me as they work with so many customers coming in and going out everyday. I placed my order and made a special request that I would like some one to add the sources in front of me and tell them how much source to add and which sauces to add and she told me that is not allowed. I told her I am aware that we do not add the sauces ourselves but the person will just be in front of me so that I tell her how much to add. She told the other dark skinned lady at the back what I asked and she said she told me that is not allowed so it is up to the lady to pour for me. Whilst she was still serving me her phone rang and she just stormed out leaving me at the till point and shouting on the phone at someone who I gather was at her house and she told the lady to come for a vacant post which the lady did not come. She told her when she comes back the lady must pack all her things and get out of her house and move back to the rural areas she was from because she is not looking for a job in Johannesburg.

She finished on the phone and came back from answering the phone whilst still busy with my transaction. The lady at the back that day helped me with adding the sauces my way and I left (Same lady who was refusing to assist me with the sauces at the last incident).

INCIDENT 1: It was during Lockdown and I went to buy at Real fish & chips Randburg Square. There was a lady who was short and light skinned who served me. The lady was serving me as if she was doing me a favour and she was not friendly at all. I asked her if I can add my own sauces and she told me that is not allowed because of the Covid 19 Restrictions. I asked her that I will not do it myself but can't I get someone to do it in front of me so that I can also be satisfied with the amount added.

She started fuming and being rude to me telling me she does not know what is it that I want her to do because she has told me how things are done and she does not have time for this. I asked her if she could please call her manager as I did not like how she addressed me and hauling at me as if I'm her child. She became worse and told me that the manager will not do anything different to what she has told me so I'm just wasting my time. I insisted that I need to speak to her manager and she called an Indian gentleman who was calm and he heard my request as well as my complaint as to how the lady spoke to me.

He told me he will wear his gloves and sanitize the sauces by wiping them with a sanitized cloth before and after pouring the sauces for me. The lady went hysterical and shouted the manager on how they say tell them something else and later side with ridiculous demands of customers . I could see the manager was embarrassed of the rudeness in front of me and other customers but he eventually the manager served me with my request and apologized hence I decided not to complain about it.

I do not see myself going back there especially in that branch as I have to fight every time before even eating their food. Please I would like someone to do something about this as I am thinking how many other customers went through the same rudeness and bullying from those two ladies in that outlet.