Unprofessional Conduct at Total Ninja Gateway

Total Ninja Management,

I am writing to formally lodge a complaint regarding the appalling treatment my family and I received during our recent visit to your Gateway branch.

We had come to your facility to attend a children’s party with approximately 20 other guests, expecting a fun and memorable experience for the kids. Unfortunately, the visit turned into a distressing ordeal due to the unacceptable behavior displayed by your staff.

Upon arrival, the assistant Ayanda at the front till was extremely rude and unprofessional. She was conversing with another staff member in a different language while serving us, which felt exclusionary and disrespectful in a customer-facing environment. The situation quickly escalated when she suddenly began shouting at me without any provocation.

When I attempted to address this and explain my side, your supervisor, Dineo, showed absolutely no willingness to listen. Instead, she made the shocking decision to remove me, my husband, and our 3-year-old daughter from the facility—without a proper discussion or investigation into the matter.

Even more concerning, the situation took a racial turn, with staff treating me differently and unjustly accusing me, an Asian woman, of taking unauthorized photos—without presenting any proof to support their claim. Dineo went as far as to threaten to cancel the entire party, affecting 20 children, unless we left immediately. This kind of ************ and ************** is completely unacceptable.

I am appalled by the lack of basic interpersonal skills and professionalism your staff demonstrated. It was clear they were overwhelmed by the busy environment and chose to escalate the situation instead of resolving it with fairness and empathy. I genuinely question how your staff are hired and what kind of training they receive, especially in handling high-pressure situations and customer complaints.

I am deeply disappointed and do not recommend Total Ninja to anyone seeking a welcoming, family-friendly environment. This experience has left us hurt and humiliated, and I sincerely hope your management team takes immediate action to investigate and ensure such conduct is not repeated.

Do better. Families come to your venue to celebrate, not to be shouted at and discriminated against.

I request a formal response regarding how this matter will be addressed.