Cacao Chocolate Bar — Restaurant in KwaZulu-Natal

Unfortunately it has come to this. I have been basically a fan of the chocolate bar since the time I discovered it in 2014. I am extremely disappointed with the service at this place. There is absolutely nothing wrong with the desserts, it is just the service that has been a major put off. I have introduced many people to this place over the years and always encouraged chocolate lovers such as myself to try them out since no one even knows it exists. I am from the south coast and always make a stop there if i am ever in Durban. On 3 occasions we had to wait for a long time to get water that we asked for, in fact we had to remind them about it, I am unsure if its because we always want normal tap water bevause its free and therefore the reluctance from the staff. I always order a takeaway belgian chocolate milkshake as well after we sit in. This time I ordered, luckily I inslected as it was looking a bit off. The cream was off and the milkshake itself was watery and not dark and thick as it usually is. I approached who i think is the manager, which was also difficult because she seemed unapproachable - Muslim lady, who then asked the staff member who made it , in a very stern way about the cream being off. Mistakes do happen but the attitude from her was not necessary, not in front of patrons. There's a dead, almost negative atmosphere as if its a painful thing to have patrons seated at their shop. We do not feel welcome there at all. My friend who joined us was very upset with the running of the place as well and she will not support them at all. I've even stated that perhaps its just better to order take away and leave then rather be like an obligation to them, but they do not feel the need to support them at all. Its unfortunate, especially since the desserts...

The customer service is ridiculously bad and they stolen my money with no response with how they plan to fix it for 3 weeks now.

I paid for my meal however their machine said it had declined however it went off from my bank and my bank could not reverse it from their side. I've been to Gateway twice hoping they'd reverse the money and Apologize for this horrible experience but alas they did not care and just let me waste my time waiting there for nothing.

The amount of inconvenience and a nuisance it has been has ruined my experience of this restaurant. I was so excited to try it out but the waitresses were rude and acted like they were doing us the favour for coming there. The food is average honestly except for a few sandwiches but the staff is a mix of incompetence and miscommunication.

It's been 3 weeks and they still have not refunded me. Plus I have emailed, phoned and messaged them on social media. No response.

Do not come here unless you want to feel not welcomed...

10/12/2023 1.Staff were all over the place,there was no host to direct us 2.It would have been our first experience however we were “by the way” informed by a waiter WE had to locate that the restaurant are no longer taking sit ins however there was place-3 tables available (This was at 16:30 keeping in mind on the net it informs the public they close at 18:00) 3.I did order a milkshake and a coke for take away,after 15-20 minutes of waiting,when I asked the bar tender if they even started on the 1 milkshake he says no hence I cancelled and left 4.Wimpy provided us with 10x better service for just two drinks 5.We travelled all the way from Westville just to try out this restaurant and are absolutely disgusted with the service we received 6.Don’t inform the public on google that you close at 18:00 if you stopping business at 16:30,save the publics...