We typically order from Primi in Kenilworth for delivery and last night, we ordered and the delivery was late due to a number of reasons. The order took two hours to fulfill as the driver could not find our place. The Manager took to delivering the food personally and showed such sincere regret by his demeanour and apologised continuously. He refunded us the money, which we really did not expect or demand and it was an amazing display of customer service that warrants customer loyalty.
To be honest, it's not that we got the money back - it's the gesture. Oddly enough, he recognised us and knew us - not by name but he recognised us from when we go to the restaurant to buy (it's actually the only Primi we go to).
I am speechless by what I saw and experienced. It switched me from "I'm never going back there again" (and when I say that, I mean it) to "Wow. I am going back there with gusto." I have never seen that from South African restaurants before. Normally, there is a half-arsed apology and then off the manager goes. This time, it was sincere and followed by a gesture that showed us how sorry he really was.
Thank you so much for respecting me as a customer, not a revenue source.
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