PAUL — Restaurant in Gauteng

I am absolutely shocked with the service. We came in no one greeted, eventually a waiter came and asked if we want to sit, I said yes, please. She took us to a table, and just walked off. Didn’t introduce herself nothing. After a minute or two of waiting she came back, wiped the table and gave us menu’s, as she gave it she asked if we want to drink anything (bare in mind, we haven’t even look at the menu’s yet) I asked her if she could give us a minute or two. She left, after quite awhile she came back. Took our order.

Now, first i don’t have a problem if someone isn’t friendly, but if we have to wave over other waiters because our waiter is nowhere to be seen, that is not okay. Other waiters had to serve her table wherefore they didn’t get the reward (tip).

Our food came out, the baguettes were hard and dry. The cheese was dried out. The milkshake and Frappe on the other hand were extremely good.

I gave the waiter a 5% tip, because it was really not good service. I used to be a waiter, so i know how devastating it is when someone doesn’t tip, therefore I always tip 25% or more (It’s something i wholeheartedly believe in) but i am shocked with the service we received. If the waiter is having a bad day, then i am sorry she is...

When we arrived at 18:30 we were told that the kitchen was closing at 19:30 so we had to place our order soon. The staff did not seem enthusiastic about our presence at all.

While we were eating, the staff began packing up around us and closing the doors. When we enquired why this was happening - as it clearly states on their website that the restaurant closes at 21:00 - we were told that since it was not busy, they were going to close early at 20:00. At this point some of us were still busy eating.

After our meal we had dessert and requested some coffee. We were then told that we could not have coffee as the barista had gone home when the kitchen closed.

I have had food from Paul around the world and have never experienced such poor service and such unprofessional behaviour. My family was celebrating my mother’s birthday and it really was an unpleasant experience.

It does not make sense to be open until 21:00 but have a kitchen that closes at 19:30 and actually only remain open until 20:00. That does not constitute a dinner service.

Update (18/02/25): I sent an email to hello@paulsa.co.za at the time of my Google review repeating the above. I am yet to have my email...

We went to Paul's Home Made Ice cream tonight at 20h10 in the evening. The two staff members there were clearly over their shift and ignored us despite repeatedly asking if we could be served. Eventually other members of the public who were eating their ice cream in the shop, asked why they were not serving us. The one server then, with the worst attitude, asked us begrudgingly what we wanted. She then promply said they don't have it and turned her back on us. This service was so rude and it was clearly apparent they did not want any more customers. I don't know what is going on here with the service of such a good store and product, but clearly there is a problem at this store tonight.

( subsequent to this review , I was contacted by Paul's. They were efficient and interested in my feedback and have assured me there will be an investigation into the bad service. The representative Courtney was amazing in assisting me with this incident . I have therefore adjusted my review and upon visiting JHB again I will try frequent the shop and see if service had improved or not.. But thank you PAULS for taking my complaint seriously 5 stars...