On a recent visit to Cattle Baron Hermanus, we arrived early evening with friends (4 of us) to a virtually empty restaurant.
Everything ran smoothly until our main courses arrived. My wife's fillet strips were very tough and chewy all the way through all of the pieces, we called our waitress who responded quickly and said she would call the manager, which we saw she did.
The manager in the mean time was dawdling around, seating people and taking orders and general waitron tasks while a meal was sitting in front of a customer while she watched the other 3 of us enjoy our meals.
Eventually when he got there after about 25 minutes, he was defensive about the cut of "fillet" and rude, he also blamed the waitress for the long wait for his attention, she was at a nearby table, and clearly upset by the remarks, we were offered dessert, but none of us felt like anything more due to a very badly handled complaint.
The meal was removed from the bill, as expected but this was a clear case of how not to deal with a valid complaint. Needless to say, we won't be back, not for the meal that was an issue but for the absolute non existent management and poor complaint handling skills
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