Panarottis Liberty Mall — Restaurant in Msunduzi Local Municipality

My son ordered a combo with a lucky packet. The drink arrived 30 odd minutes after the food was served, about 10 minutes after he finished eating.

The Waitron brought the bill, and my young son burst into TEARS as she left because she had NOT bothered to bring the ice cream that the menu said was part of the combo.

I ordered the Nacho pizza, which the menu said was spicy. It was not. It was bland and had bolognaise mince on it.

I asked to swap the avo for extra cheese on my pizza and was told that it was not allowed. On the menu, it says you can add extra cheese or avoid for the same proce, therefore what she told me was illogical.

The table was dirty and damp.

While we were eating a shopping trolley filled with rubbish and waste from the kitchen was pushed through the restaurant, passed our table and out the main door. Last I heard, this is a health violation... but it's also really disgusting!

The server brought my drink to the table, took the food order, and delivered it. That was the last we saw of her until she cleared our empty plates and brought creme soda that my son was supposed to receive with his meal and then the bill.

Note that she did not ask if we wanted dessert and nor did she apologize for the unacceptably late service of the creme soda.

She never introduced herself when we sat down, nor did she wipe the table. I kept having to ask her to repeat things as she mumbled quietly, and the restaurant was extremely noisy.

When it was time to pay, the Waitron was visibly upset when she saw I was not tipping her.

Tips are for good service, and when I am served well, I tip very well... but I will NEVER tip on absolute rubbish service as we had.

Had I been served well, I would have tipped anywhere between R50 and R150 on a R396 bill. But I was not.

When I paid, she tried to leave the table with my copy of the receipt, and I had to ask her for it.

We never received what we paid for or what we ordered. That is SHOCKING I used to love Panarottis, but now it's kak.

UPDATE: Just received a call from Buhle, a manager, who was fabulous, interested, and apologized without excuses. She handled my complaint with professionalism and...

Worst experience ever. On the 3rd of December 2018 i called the restaurant and asked for the R150 special for any two large pizzas which runs from Sundays to Wednesdays (from 2 Dec 2018 to 27 Feb 2019) according to the advertisment on the internet. The lady who answered the phone first said that she knew nothing about the special. Then she said the special ended the day before (Sunday, 2 Dec 2018). Then she said she's not sure about the special so she proceeded to call her manager (all of this is happening while im on the line, a waste of my airtime). Then she said that they are very busy and that I should call back later. So my brother and I drove all the way from Scottsville to Midlands Mall to ask about this special. The manager is the one who greeted us and we told him the reason we were there (for the R150 special). The manager started arguing with us, telling is that there was no R150 special. So we had wasted our petrol and time to get to Panarottis, i told the manager. In reply he said there's nothing he could do. We got Burger King instead. All in all, I'm very dissappointed with the service...

Disgusted by the service of this restaurant at Liberty Midlands Mall. The Manager who did not even have a name tag made his waitress run after us as their card machine reflected the payment had declined after our meal. We walked back to the restaurant showing proof from our banking app that the payment was successfully and a confirmation sms was sent to our cell phone however the manager refused to believe this even though we had solid proof showing. The manager then made us wait for a long time whilst he decided to draw up his payment book to supposedly confirm that we did not pay. After his confusion and unnecessary questioning my family he realised that our payment was made. He did not apologise for the inconvenience and embarrassment caused at the store this evening.

As a manager he should have politely handled this matter. As a loyal customer of Panarottis I will not be visiting this branch anymore..no mannerisms from management so how can we expect other staff to be...