KAUAI Virgin Active Randburg — Restaurant in Gauteng

Kauai in general has a definite mismatch between the unbelievable online systems in place and the customer experience when visiting any of the stores - the Randburg Virgin Active Kauai branch being a prime example. I'm always amazed at how integrated and seamless the experience is with the app (if only rating this, I would've given Kauai five stars)... and then you go to the counter. It all falls flat right there.

Staff expect to be motivated to treat you like a customer; you definitely get a feeling that you're being done a massive favour, just being served.

Be sure to repeat your order several times and it's still hit-and-miss whether you'll get what you actually asked for. There are exceptions, but generally you're in for that kind of experience. Wastage also doesn't seem to be a problem... if the staff mess up the order (as they do - almost every day), they simply throw it out and start again. 😵‍💫 Sorry owners - this is where your margins are being shredded.

If Kauai can get their quality of staff to match the level of their online systems, it would be a business to be reckoned with. Unfortunately your staff are the ambassadors of your brand and this area...

I’ve now had two frustrating experiences in a row at this Kauai. It takes 30 minutes for one smoothie, and there’s no system to track orders. Twice in a row, the so-called “manager” has forgotten to place my order — meaning people who ordered after me received their smoothies while mine wasn’t even made.

When I pointed out that the same thing happened the previous day, he just shrugged and said, “Well, it’s busy.” There was no apology, only attitude. I asked who I could complain to, and he ignored me before eventually saying he is the manager.

I requested a refund because I wasn’t going to wait another 30 minutes for them to remake my smoothie. He claimed he could only refund to a wallet, yet no refund has been made.

If he really is the manager, his conduct is unacceptable — unprofessional, dismissive, and careless. I’ll be returning this week (this incident occurred onSaturday, 8 November at 10:00) to follow up on my refund.

Kauai needs to seriously review the service standards and management at...

I ordered a Morrocan wrap on Uber eats and specified to have the feta on the side. When the driver arrived, firstly the wrap and juice were not in additional bags during this pandemic where we are trying to avoid contact! Secondly, we could not see the feta on the side and on cutting the wrap, it looked like there was no feta so we assumed there wasn't any. As I was eating my half, I found a piece of feta! Lucky it was me and not my sister who is allergic. This was at 17:50 and the store was already closed! This is not ok at all. People do not just exclude ingredients for the fun of it. Someone can die because a person handling their food did not take their instructions into consideration. I am very disappointed in deliveries from Kauai. This is not the first time. The service in store is amazing. I really don't know what goes wrong when it comes to orders...