The Wolf House — Restaurant in Gardens

I was very disappointed with my visit to Wolf House last night. I have been before, and really enjoyed my time so I decided to go back. Everything went well up until the bill came. When it was my turn to pay I told the waiter “can I please pay R360”, he somehow misheard me and typed in “R 1 360”. I didn’t notice and tapped my card and the payment went through. Once I got my receipt and noticed the amount, I was shocked and queried it with the waiter. He got the manager over and they explained to me that they couldn’t do a reverse on the credit card machine (which I know can actually be done), that there was no cash no the premises to pay me the difference, they couldn’t even take my bank details to repayment me, and it was basically my fault. The manager then only gave me 2 options (none of them were ideal). I either had to wait a whole hour until the restaurant closed and wait for her to cash up the waiters, or I had to sort it out with the people at my table. Now both of these choices were unacceptable to me. I ended up having to sort it out with the people at my table.

I am not as upset about the money as people do make mistakes, I am upset about how the waiter and manager handled the situation. Not once was I apologies to, they made me feel like it was my mistake and my issue to fix. As the customer I felt completely disrespected, dismissed and overall disgusted by the level of “care” regarding my situation. When I left, they didn’t even care to ask me how I fixed THEIR mistake, I had to go out of my way and tell them.

It’s a shame because I really did like Wolf House but now I will heavily hesitate before going back there. To the owners, I think you need to have a serious talk with your staff regarding how they talk to customers and how they deal with situations and conflict because this was just...

We ordered the peri-peri wings and the ribs & wings combo for takeaway. We walked in to the restaurant to collect the order and waited 10 minutes before we could find anyone to help us - bear in mind that the restaurant was empty and not busy at all. The barman and wait staff couldn’t find any record of our takeaway order and eventually, we walked directly to the kitchen staff to ask if they had received our order. The order had been sitting on the kitchen counter the entire time. We then had to look for someone else to help us to process the payment since the kitchen staff couldn’t help us with this.

Once we got home, we opened our boxes to soggy and overcooked wings that had been sitting drenched in sauce for 30 minutes. The fries were also cold and dry - which was to be expected since the order sat for a while on the counter.

We called the restaurant and were told that a manager would call us back before the restaurant closed - which didn’t happen. Nonetheless, we drove back to return the order in person, which was another waiting game in itself. We were bounced from one staff member to another and eventually the manager.

We genuinely expected better food and service - especially during a time when food establishments are reliant on locals. Staff need to be better trained and management needs to do quality control. We were also told that “wings have never been sent back” but this is evidently untrue as there was another complaint/ review...

I first had the platter special 3 years ago and I would not shut up about it. Thus, I was so excited to share my experience of the Wednesday special with my friend, however I was very disappointed with the food this time.

I won’t blame the wait staff for the poor service because I think they were doing the best they could under the circumstances. The restaurant seemed severely understaffed for such a busy night which I believe impacted the following:

When we arrived at the restaurant, the staff were all occupied so nobody greeted us at the entrance and we had to find a server, show our reservation and ask to be seated. There was a very long wait time for the food to the point where I had to ask if our food was on the way… it arrived cold 2 minutes later. Moreover, as seen in the picture below, (which was taken right after the food was set down), we did not get any of the dipping sauces that are supposed to come with the platter. The gravy was awesome when I first tried it, like a proper gravy. However, when I tried it this time, it seemed like it was heavily diluted and just tasted like water.

The only good part of the food were the wings. Still as delicious I remembered. Again, I don’t blame the wait staff or the cooking team for this poor experience but rather poor management that lead to an understaffed restaurant on a busy evening. The atmosphere of the restaurant works in its favour and saves...