Milky Lane The Glen — Local services in Gauteng

I would like to bring to your attention one of the most disappointing experiences I’ve had at your branch today. While waiting in line, it appeared that the attendant had taken the couple’s order in front of us and that a new queue was forming at the next till. My elderly father, who is hard of hearing, joined the new queue based on what he observed. Unfortunately, it turned out that the couple before us had not yet been served and proceeded ahead of us in the new queue. Please understand that my father genuinely thought they had already been assisted.

The issue, however, lies in the complete lack of coordination among your staff. As my father stood waiting, another queue began forming behind him, while the attendant abruptly returned to the previous till and shouted, “Next, please!” This caused confusion and frustration among customers in both queues. This also tells you my father didn't just imagine a new queue being formed if the people in our queue also thought they were being called in a new queue. When my father attempted to clarify, the attendant responded rudely, asking, “Did she call you in this queue?” Such behavior is unacceptable—especially towards an elderly customer who was simply trying to follow the process as he understood it.

I have been a loyal Milky Lane supporter since my teenage years in 2004. My family and I visit The Glen daily as we operate a distribution company based in the area. We are well-known to many of the staff in all restaurants and stores and have always treated them kindly and tipped generously. Experiencing such disrespectful service, particularly towards my father, was both hurtful and disappointing.

Please be assured that this feedback comes from a place of long-standing loyalty and genuine concern for the reputation of your brand. However, I do feel it is important to make others aware of the poor treatment we received at your Glen branch. We will be notifying everyone of the service we have received especially because we have been in this community and area for many years. We also help run various community forums in this area. I sincerely hope that this matter is addressed promptly and that better staff training and queue management procedures are implemented to prevent such incidents...

I am adding a further response, only to emphasise their poor customer management. Milky Lane responded to my original feedback: Response from the owner "...thank you for leaving your review...We pride ourselves on excellent customer service and are most concerned ..."

Milky Lane left a link, to leave my details for further follow-up. Initially, I was not going to pursue this any further. It is on Milky Lane, and I am free to exercise my purchase options - and certainly not with them! I was, however, encouraged by a family member to continue, which I then did - knowing that I was wasting my time.

A few weeks later - and as you would guess- I wasted my time! Zero response! I guess they pride themselves on excellent customer service!

My Original post: Absolutely the worst service I've ever had. 37 minutes to get 2x basic waffles... And then we still did not have them as they had not been made. That after people were served and had eaten, after we sat down. When I told the waitron not to bother, she basically shrugged her shoulders. That left me particularly annoyed. At that point I asked to see the manager. She indicated she was inside there and walked off. I had to ask somebody else for the manager. Whilst l'm explaining to the manager that we had waited 37 minutes and other people after us were already eating suddenly our watron returns indicating, with raised voice, that our complaint was not true- she indicated that she could show it with their order slip. Here is the best part... The manager couldn't find the slip, asking what did we order and she will make it quickly. After I indicated that did not help the poor customer service and our waste of time, I was flatly ignored.

We were regular customers over the years. I've seen the place busier and had better service. The selective customer service today (clearly some are more important) means a non return from my family and ideally a 0/5 for worse than...

Read and prepare Arriving at the milky lane at 19:20 i then sat and waited to be handed a menu, they were not busy and had only 3 tables to do including me, which I then waited 30 minutes and had to ask the lady for one

10 minutes go by and I was ready with my order and another lady came and helped, which then after 15 minutes of taking my order the 1st lady returned and wanted to take my order which she was standing staring into space up until that point.

The 2nd lady returned and confirmed the order that was given to her only processing the order after 20 minutes of taking the order.

Finally my waffle did arrive after 20 minutes but whilst eating it I noticed it was still raw on the inside.

While eating and drinking they started to close shop at 20:40 and they closed the roller shutter door ontop of the fridge that was there and while the lady noticed it, she still proceeded to try and close it and bending the door scaring the little girl ahead of my table that their table was mostly under the shutter door and she wanted to leave and not want a waffle anymore which they also waited as long as me and had to keep asking for things to be served.

They did not try and clean the tables and one lady even brought her own plate back.

Ladies working and handling ice cream cones and wafer biscuits without gloves on aswell.

Very disappointed in the service and quality of the milky lane .

So unless you have 2-3 hours just to eat a waffle, which you are 1 of 4 customer they are serving and not even cooking the waffle properly I would really not suggest to go and visit here.

You could rather spend the time to watch a movie in the cinema and probably be done before some people...