Toula's Family Restaurant Silverlakes — Restaurant in Gauteng

Hi Paul, I took the time to go through your reviews, after driving back in traffic from Pretoria to Jhb today. I made a trip especially to meet my sister at your restaurant to have our favorite meal. We have eaten at your restaurant on numerous occasions and taken our extended family or stopped to get take out on our way back home, so basically we know the meal we have ordered for as long as we can remember being the seafood pasta we love!!!! Hence we come all the way to Pretoria! So here is the interesting part Paul, today we ordered this meal all excited for the arrival of our meal. It is my first trip out after Covid lockdown issues etc, we was so excited to meet and just enjoy our favorite meal! We took literally 2 bites! And realized there was something wrong, it was different in color, tasted sour and was flavorless! And the prawns was not even touched, it was boiled or steamed!!! We called our waitress who also acknowledged this and said she noticed a change and the lumpy creamy sauce...she then went over to the manager sitting a few tables away from us and made him aware. We continued socializing only to realize that he sat there staring at us for quite a while ( checking us out summing us up, we clearly later found out! before even coming over "we was those people ") finally he came over asked us what was wrong ,we explained, he said let me call the owner, goes away comes back and says sorry others have eaten this and had no issue you will need to pay 50% of the meal!!!!!! We then end up calling you, interestingly enough you was even more blunt, rude and insulting! Which we gathered from the call made to you by the manager you both already decided " we was those people "

We made it so clear to you our extended family also comes to your restaurant, I came all the way to eat the seafood pasta and spend time with my sister! You said pay the 50% ! We asked to change the meal to something else on the menu, we was not even saying we won't pay!!!! After the call to you we asked the manager if he thinks it is wise about this approach and was this correct? his response was evident that the lovely comments below explaining the love for people and restaurant is what I call a load of nonsense!

Your manager told us the reason for this decision is that people who drive there even in Jaguars eat a whole meal and walk away with no payment! We was stereotyped to our faces!!!! What a load of nonsense you passionate about people and restaurant service etc ? you guys lost not just 2 customers but family who spends more at your restaurant than 2 meals, which was the main issue for you today!

Absolutely revolting behavior! Your manager is incompetent running around calling you to resolve this, and all we said please can we change the meal.

You do not even trust your staff to handle customer service! Here's a pic below of the original meal and the meal we had today. PS: please don't boil prawns when serving, please sautee them, make some sort of effort so you can keep up your act and pretense!

With regards to us being "those type of people " both my sister and I are business owners. For being "those type of people".....we definitely exposed your false sense of.....I love my customers, Just...

I was disappointed with the visible lack of leadership which resulted in bad service and a subpar experience. My boyfriend and I had ordered the Spanakopita, a Sushi platter and the Tempura Prawns. Even though the Spanakopita seemed like a winner, we couldn't enjoy it for very long because my boyfriend bit onto, what seemed like, a small pebble. We informed the server and she told the manager. He came to our table and apologised but immediately told us that it may have been spices that had crystallised. I don't know if I believe that because it was rock hard and had the texture and appearance of a small pebble. We even tried to break it/cut into it with a knife, but it didn't break. I understand that accidents happen and we would have been fine if the manager had apologised unreservedly but he was not all that interested in sorting out the problem - only in defending himself. He rushed the conversation in order to take a smoke break with the manager of a different restaurant. They were standing in plain sight of the rest of the diners, which I thought was quite unprofessional. And there they stood for about 10 - 15 minutes. Secondly, when our sushi arrived, we had been waiting for about an hour, if not longer. Only moments before the sushi was brought to our table were we informed by our server that the sushi chefs had been preparing a large takeaway order which resulted in us having to wait a long time. Again, I understand that this happens and I wouldn't have blamed the sushi chefs, but we would have appreciated being informed beforehand. This is something that a manager should have done. Lastly, the Tempura Prawns were stone cold and rubbery. The server offered to warm it up and informed the manager; however, he didn't come to our table to talk about the situation or apologise. We did however see him in a different restaurant chatting to the staff for 15-20 minutes, if not longer.

This restaurant has so much potential to be great and I want to see it succeed. But it is clear that a lack of guidance and hands-on-management result in bad service and can therefore spoil an evening. Our server was kind and relatively attentive, but with better management and training, she could have been more hands-on and she could have known what to do in certain situations; the manager is very friendly and has the potential to be a good leader; and, the food was fresh and very tasty, but we weren't able to truly enjoy it because of the poor service and the indifferent attitude of the manager.

I am not writing this to get anyone into trouble, but I would like to see a sincere effort from the owners and management to improve the service so that diners can enjoy the food and the restaurant...

I recently had the pleasure of celebrating my birthday at Toulas Restaurant Silverlakes, and I must say it was an exceptional experience from start to finish. From the moment we stepped into the restaurant, we were greeted warmly by the staff who made us feel right at home.

Ambiance: The restaurant had a sophisticated and elegant ambiance. The interior was tastefully decorated, creating a cozy and inviting atmosphere.

Service: The service at Toulas was impeccable. The staff was well-trained, knowledgeable, and always ready to assist. They were attentive without being intrusive, and their genuine passion for food and hospitality shone through. From offering recommendations to ensuring timely delivery of each course, the service was flawless.

Menu and Food: The menu featured a delightful selection of dishes that catered to various palates. Each dish showcased creativity. The presentation of each dish was visually stunning, and the flavors were nothing short of extraordinary.

Dessert: The dessert course was a work of art. It was the perfect ending to an already memorable dining experience.

Overall Experience: Toulas exceeded my expectations in every aspect. The combination of impeccable service, exquisite dishes, and elegant ambiance created an unforgettable experience. The attention to detail and the evident passion for excellence were truly commendable.

I highly recommend Toulas to anyone seeking a top-notch experience. It is an ideal choice for special occasions, romantic dinners, or simply spending time with friends and family. With its exceptional food, outstanding service, and inviting ambiance, Toulas is one of the finest restaurants I have ever...