Steers review: Extremely poor service

Subject: Formal Complaint Regarding Service at Steers Protea Glen

Dear Manager,

I am writing to lodge a serious complaint regarding my experience at your Steers Protea Glen outlet on [date, 2025-12-15], where I placed order #8-1056 at 18:17 for a Real Chicken Feast (full chicken, coleslaw, and green salad) with invoice total R269.70.

1. *Excessive waiting time*: I was initially told the order would take 25–30 minutes. After 17 minutes, I attempted to cancel because I did not expect a fast‑food outlet to take that long to grill chicken and prepare a salad. I chose to wait and took a stroll, but upon returning after another 30 minutes the meal was still not ready. I was asked to wait again, even for fries.

2. *Refusal of management assistance*: When I requested to speak with the manager, the manager did not appear to address my complaint or those of other customers.

3. *Poor service & environment*: The store was filthy and the staff displayed a careless attitude. A staff member, Zolani, was unhelpful and seemed unbothered by the long wait times. Another customer also expressed dissatisfaction and cancelled their order; I followed suit and cancelled mine (R270). Several other patrons cancelled due to the poor service, implying significant loss of business.

4. *Impact of management*: The absence of effective leadership and managerial oversight appears to have resulted in staff indifference and a breakdown of customer service standards.

I expect an immediate investigation into the service failures, cleanliness, and management practices at your outlet. I request a formal response outlining the steps you will take to address these issues, improve staff training, ensure proper managerial presence, and prevent recurrence of such experiences.

Specifically, I request compensation for the inconvenience and frustration caused by the poor service.

I look forward to your prompt resolution of this matter.

Yours faithfully,

Boifang Mokolobate
[protected]

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