Milky Lane Fourways Mall — Local services in Gauteng

WHAT POOR SERVICE, underscored by a lacklustre and argumentative attitude from the manager and an equally unconcerned mindset from the support staff!

I am a lover of Milky Lane ice cream, but had not visited Fourways Mall's store until today. As per hours of business listed on the store's profile - 9am to 8pm - I travelled the 30km and arrived timeously at 9am at the food court, having been impressed by the layout and beauty of the mall itself. The manager summarily informed me that they do "spring cleaning" on a Monday morning and that they actually open at 10AM! I showed him the officially listed trading hours, but he said that was the situation and he could do nothing about it. When he left, I approached a person behind the counter and she at least provided me with a chair and table, and said she'd see what she could do to assist me earlier.

I'm sure they could have cleaned the waffle-making and ice-cream machines first and made an effort to get my order out earlier, but it soon became clear by the body language that they would delay until their planned 10am opening!

At 10h00 exactly, the same employee took my order - a favourite waffle. The manager returned a minute later to tell me they could then assist me, obviously unaware that one of his staff had already been to me. I explained again that the hours on the internet must be changed so that customers like me are forewarned and don't need to wait unnecessarily. He then chose to argue with me and defend his position, reinforcing that "spring-cleaning is only once a week", that he had apologised, and in effect that nothing else could have been done differently. I was sufficiently disappointed that I subsequently referred the incident to Milky Lane Head Office.

My waffle arrived in less than ten minutes, which further indicated earlier readiness. I have to mention the dessert was well-made, so more the pity that the service and attitude...

For the second time I have been disappointed and realised how false your advertising is. I ordered your (very expensive) sundae this evening and basically received a tub of plain vanilla ice cream. Also ordered your extravagant looking waffles to receive a paper thin, ice cold and totally tasteless waffle with barely no toppings. And to take the cake, I ordered a box of Stix and received 4 flavours, none of which I actually chose. So why offer the option if you're going to send whatever your staff feel like it. I am feeling utterly ripped off - for the second time. Typical franchise behavior. Either take photos that correctly reflect your product or provide what you're...

I buy my ice cream every Friday. We even call it Woza Friday with some of the Fourways staff. I don't even have to mention my order when I get here, they will laugh & say wait for your order.

Their friendliness makes me look forward to every Friday. When I come with my family for our favorite treat (Wafles) we get a five star treatment.

Maphefo is my...