Roots Butchery & Restaurant – Festival Mall, Cape Town – Extremely Disappointing

I visited Roots at Festival Mall, Cape Town on 27 January 2026. Paid inside the store and bought ribs, which were unpleasant Bought food outside at the restaurant: pork (overcooked and dried out), beans, chakalaka, salad, pap, and beetroot (tasted like jam) At the restaurant, we asked twice how long the food would take to prepare, but received no feedback We sat waiting and waiting, and had to get up and ask again how far the food was, only to be told it had been done a long time ago Food was served cold and unpleasant Bad smell at the seating area where we ate Walkers/beggars were allowed in to beg and disrupt diners while eating Tried to resolve the issue with staff, but no satisfactory solution was offered Email sent to Roots head office with the inside store slip attached; the outside restaurant slip is lost, but I have proof of payment via my banking record This experience was extremely frustrating and unacceptable for a brand like Roots. I hope the head office or operations team takes this seriously to improve food quality, preparation communication, hygiene, and customer service, and to provide a proper resolution for customers. Overall: Poor food, cold service, unsanitary environment, and no reasonable resolution offered. Jason 0611725651 Lyle 0753749654