Mugg & Bean Panorama — Restaurant in Gauteng

Visited Mugg & Bean, Panorama on Monday 1st July 2018 for an early Supper. Walked in and requested to be seated near a heater, as it was extremely cold in Johannesburg was informed by Managaress that the heaters weren't on, as it wasn't cold enough by 5pm and that they'll switch it on by 6pm. Found it strange that this comment would even be acceptable, as customer service should be a priority.  Nevertheless choose a table near the counter where drinks are prepared. Was handed menus and this is where obvious lack of customer service continued. Waited for a waiter to make eye contact. 2 waiters walked passed our table, without making eye contact or showing the slightest bit of interest to serve us. Eventually, 1 decided to serve us. We ordered a blood orange G&T and jalapenõ corn fritters as starter. The drink was refreshing and the starter tasty, although slightly overdone. I requested a bottle red wine and placed an order for mains, being tomato soup and chicken noodle bowl. Within 5 minutes the waiter informed me that they had no wine, not per glass or per bottle. As I'm aware the owner is the same owner at the adjacent Pick n Pay store, I inquired if they could fetch a bottle  of red wine from the Pick n Pay. Without hesitation the waiter answered no.

I mentioned to him that this situation was the same at M&B, The Glen a few months ago and that I failed to grasp that stock isn't checked and ordered before they hit zero, to ensure that items offered on the menu are available. I requested the bill, paid a 10% tip and on my way out, asked the same lady who gave an unacceptable reply insofar heaters, if she was the Manager. When she confirmed, I explained the above to her and also added that in the current economic situation South Africans find themselves in that one would think that Restaurants would ensure top customer service and that stock taking would be a priority. I informed her that I was going to phone the Owner to inform him of my dismay with Mugg & Bean, Panorama.

As we got into our car, I called M&B customer service and explained the above, specifically stating that I want the Owner to call me. Case no 696325 refers.

On Tuesday, 2nd July 2019 the Manageress from the same M&B called me. She recalled that I spoke to her and actually questioned my action of alerting Customer Care. I informed her that I wasn't going to get into a war of words and requested that the owner call me. She replied that the owner does not handle customer complaints, to which I replied that I expect his call.

Failing this request, I will place my dismay on a social media platform, where Head Office will take note.

Today is Sunday, 7th July 2019, still no call...

07 October 2018 @13:00hrs

SERVICE IS GOING DOWN THE DRAIN AND MUGG AND BEAN SHOULD SERIOUSLY EDUCATE THIS MANAGER!!!! I ordered the Pitt boss meal and Shanghai barbecue which took 30 minutes to come out and the restaurant was just a 1/4 full - I let that slide. Problem is when the Pitt boss grill (R149) finally came out, it had a rotten- wilted looking piece of corn even the corn stem didn’t look edible at all! I notified our waiter who called the manager on duty his name is Brian. Brian came, I brought to his attention about the non-edible looking piece of corn I was served, his response was it’s all they have and I should eat it because corn is now out of season. I reminded him that he can not serve customers rotting food as that may lead to food poisoning which may lend someone in hospital. His exact response was “it’s not my responsibility as a manager to apologize for the bad food or delay in service rather I will get someone else more senior to do it.” If that’s your new policy at MUGG and Bean not to have managers deal with situations as they arise please keep those “senior” personnel on the floor or nearby to deal with such situations. Brian was disrespectful, rude and incompetent. I ended up cancelling the whole meal over and above wasting my precious 30 minutes waiting for food that never come out!

In my 7years of patronage this is the worst...

I Think I Might Be A Ghost at The Glen Mugg and Bean When I came to the entrance there was nobody to help me to a seat, so I found a seat myself and sat down. At some point I expected someone to notice that a table that had no one there- suddenly did. But unfortunately not. I have been sitting here for over an HOUR and still not one waiter has come to me and asked me anything. They are serving every table around me and yet not me.

I find this incredibly amusing as a customer service and experience trainer myself. This is exactly the kinds of experience I teach people not to do. I have been to this GLEN branch a few times and have received a similar lack of care on a few occasions. This time I decided to write this review and explain that there is no point in expanding and growing a business when you do not have the service levels to back it up. Either these group of waiters needs to go through more training or they just need to show that they care more.

I even bought a bottle of water from the ANAT further down because not one person cared about attending to me. This is really disappointing and I wish WISEMAN and PETRO, who were the only 2 managers that seemed to care who used to work in the panorama branch would come...