1 Daniel Loebenberg - 6 years ago
Hi Dros Management team.
I would like to complain about one of your restaurants.
Last week myself and three friends went out to dinner at your branch in Stellenbosch. We knew that it would be busy because of the rugby so arrived at 5 15. We were seated and ordered our drinks saying we needed 5 minutes to decide on what to eat. After 15 minutes we asked another waitron where our waitress was as we wanted to order before the kitchen became too busy. Our waitress then came outside and rudely said: how dare we tell another waiter that she has not been seeing to our table. If she had been anywhere near our table she would have received the criticism herself but she wasn't. We then ordered our food at 5 35 as well as one other beer. Once again we received poor service and could not even find our waitress to complain. 45 minutes later my friend receives his beer which is no longer even cold. At this point we are hungry and irritated and expecting an apology or explanation as to why the food is taking so long. Neither of which we received, however we did receive a snarky remark from our waitress as she brought out the sauces and said: see... you can clearly see the food is coming. At 7 we decided that we were leaving as we still didn't have our food and would like to settle the bill. After 15 minutes of waiting for any waiter to walk past our table I decide enough is enough and get up to speak to the manager. I can't find the manager so ask a man behind the bar if I can speak to the manager. He tells me that he is in charge and I can speak to him. After explaining myself for 5 minutes and telling him to fix this situation he replies with: Sorry, let me fetch the manager, he is in the kitchen. At this point my friend had joined the conversation and said to the barman in charge: If your manager isn't out in 60 seconds we are leaving those 5 drinks we ordered are on the house. The barman said okay and walked into the kitchen, walked out without the manager and just ignored us. 2 minutes after waiting for the manager we stood up and walked out to a fastfood joint next door. The waitress then followed us and said we hadn't paid yet. We then told her we will sort this out with the manager and he can walk 10m to sort this out. She then involved the police who walked with us into Dros and called the manager. We told him we had waited 2 hours for our food and his response was:"You are lairs". After telling him our story he then said he that is sorry and that it isn't the first time the waitress has forgotten to put an order through. He then told us to pay for our drinks and leave. I am absolutely disgusted by this level of service. I expect a formal apology from Dros as well as a follow up as to what you will do about the situation.
Daniel.
