KAUAI Virgin Active Waterfall — Restaurant in Gauteng

Just experienced one of the worst service in a long long time. I visited the Kauai located in the Virgin Active- Waterfall on 27 December at around 2:15. Firstly I waited at the till point for a long while, completely ignored by the attending person as she was preparing a meal and thereafter conversing with patrons who came after me. I couldn’t understand what was been said as I only understand English and Afrikaans, but picked up that they ordered peanut butter smoothies. So it appears that she was entertaining them ahead of me. She eventually attended to me but in a very condescending tone. In an attempt to redeem 2 smoothies she publicly got into a huge argument with me over the size of the smoothie and continuously challenged me about what I should be asking for and not asking for. She eventually got me worked up and left me feeling very frustrated, disappointed and humiliated.... and this in front of my son. She has no regard for customer service and what’s worst is that she comes across really very arrogant and even offered to give me her name so that I may report her. I did not take her name down as I just wanted to get out of the store but she was the only person in attendance at the time. Regrettably, I will not be supporting the Kauai...

This Kauai must have the worst service in the country! When it isn’t peak morning or lunch time there is not always something manning the counter and you have to wonder whether they are open. The staff just stare at you from the back and don’t acknowledge that they are busy and will be with you. You have to stand and hope someone responsible for taking orders has acknowledged your presence and will take your order. I had to ask whether they are open and whether someone is going to take my order. Raising this issue with staff does not help either as they can’t be bothered and offered no apology. The owner should consider mystery shopping to witness this lack of professionalism and utter disregard for...

It’s often that I notice that some staff require additional training. I frequently experience such. I get to the cashier around 5:55, and the lady tells me to wait till 6 am. I can respect that, but then at 6, being the first customer, I pace my order (simple hot drink). It takes the staff more than 8 minutes to begin the order with no care in the world. The intervention of management/leadership is required to guide the staff to better customer service. I will pause from using their service. I hope they can solve for their...