Nashen B.
Google
It brings me no joy writing this review, but the service my family and I received, especially from a floor manager, cannot go unrecognised.
My wife and family visited this branch on the afternoon of Christmas Eve. The restaurant was under half full, and because we know it’s the festive period, we were happy to be patient with the longer waiting time.
After ordering drinks, I received my first draught Castle Light with no issues. When I ordered the second one, I was informed there was an issue with the draught tank and I was asked to change to another brand. However, when I received the second drink, it didn’t taste normal. I politely told our waiter and asked that it be taken back, and requested a bottled light beer instead to be safe.
About 10 minutes later a random large man approached our table rather intimidatingly, no greeting or introduction what's so ever. Instead, he immediately and hostilely asked, “What’s wrong with the drink?”
I was taken back, but eventually and very politely explained that it didn’t taste right and that, and I’m very familiar with how it normally taste.
He completely dismissed my concern and refused to acknowledge the possibility of a bad batch or something else.
His main argument was that I had taken a sip, so it couldn’t be returned. This makes absolutely no sense, because how else would I know it tastes off? I even suggested he get someone else to taste it before dismissing us, but he was not interested in resolving the matter.
He then stood at our table staring in silence for around 20 seconds, which was extremely uncomfortable and unprofessional.
At that point, I asked him to cancel our orders, charge us for the drink, and let us leave as this is ridiculous, honestly never experienced this in my life at any establishment.
Only after checking with the waiter did he realise we had already placed our full food and combo orders about 20 minutes earlier...
Suddenly he wanted to help (no apologies) by saying they would check the draughts, but by then it was too late, and I had to refuse this treatment.
I hate to have cancelled the food and cause wastage.
But his attitude from the start was beyond rude, dismissive, and confrontational, including shaking his head and speaking down to us the whole time. Not even the slightest acknowledgement.
I want to compliment our waiter that we tipped well, who was genuinely apologetic and tried his best to handle the situation professionally. Unfortunately, the manager’s behaviour completely ruined the experience.
This is not the standard of service that should represent any restaurant or renowned franchise.
From what our waiter mentioned (I won't name names) this not the first time with this manager and is common. Looking at other Google reviews today, seems like a trend.
We've appreciated/loved the brand, food and vibe at Mozambique chains for years....
Sadly, we won’t be returning here as long as Sfundo is managing customer service this way.
Nash
