RocoMamas Town Square — Restaurant in Roodepoort

Loss of Loyalty: The Final Act—I Left My Paid-For Burger On The Counter. My relationship with Rocco Mamma's wasn't just casual; it was a commitment. For what must be the 30th or 40th time (I genuinely lost count), I placed my order: a specific request for a Chilli Cheese Bomb with an essential side of Smoked Mayo. Every time, that smoked mayo was paid for. Every time, it was FORGOTTEN.

This isn't just about a condiment; it's about basic competency and respect for a paying, loyal customer.

I have given Rocco Mamma's chance after chance. Over and over. This happened over a THREE-YEAR PERIOD; I have called after getting home to find the empty space where the sauce should be. The response is always the same tired script: "Oh, sorry, we will make sure next time." The next time comes, and the same pathetic failure occurs. It's a simple request, made even more infuriating because these orders are centered around family dinner time. The joy of the meal is consistently dampened by your staff's inability to follow a two-item checklist. The same happened over and over with MrD at least MrD driver was willing to collect and deliver the forgotten smoked Mayo.

The final insult came when I drove to the Town Square branch to address this monumental incompetence in person. I pointed out the missing, paid-for Smoked Mayo. The staff member, with a frankly shocking straight face, assured me it was "ON the burger."

Let me be perfectly clear: if I order a side of smoked mayo, and your kitchen staff manages to forget it thirty times, then one of two things is true: either your staff is functionally on the bare minimum training, or there is some dire Smoked mayonnaise famine at Rocco Mamma's. Because if that side-order's worth of smoked mayo had been "on the burger," it would have been dripping down the sides of the chilli cheese bomb. It wasn't. The southern fried patty was fired at such a high temp or so long that the chicken patty curled. The loyalty is gone.

This isn't a small mistake; it's a chronic, operational failure that has utterly extinguished a long-term customer relationship. You have repeatedly proven that my money and my loyalty mean nothing compared to the effort required to place a container of smoked mayo in the package or on the burger. Unacceptable. I left the paid chilli cheese bomb burger at Rocco Mamma's town square....

So today my wife and I went to get one of the most famous and delicious burgers from Rocco mamas, we normally go to the one in monte casino and mall of the south, knowing that the service is always good, we came across one in town square, out of excitement we went in, really got disappointed by the loud music, had to step out to answer my calls coz the music was so loud, our waiter wasn't so helpful at all, she kept disappearing to gossip with her colleagues. Cool, my wife ordered wings, the wing were deep fried and marinated after being deep fried, no flavor at all or whatsoever on them, the fries were hard, I think the heat on their stove was too much. Cool I actually though I was too much and was like lemme relax and just eat. Same waitress bringing us a ice cream that looked like left overs from someone's order, had to call another waiter and ask if their fridges are working, showed her the ice cream nicely without causing a scene, she apologized and brought us another one which looked a lot better than what we first got, my point here is did we have to complain first before getting a better service? It shouldn't be like that, we need your service much as you need us as customers, it's all about working together to make ones dream possible, mine was to have a good meal and the best day at Rocco mamas and yours is to run a successful business but if employees don't respect that, I lose much as the business will lose too then that means the won't be any salaries and with us we'll be stuck with our worst nightmare McDonald's. Just putting this review so that you can try and do better, what got into me even worst is when I had to look for her so that I can make a payment and leave coz I wasn't enjoying the atmosphere, left there very pissed and disappointed. But hope this isn't how you normally treat people coz it's a bad name for the franchise itself to have customers complaining about ones behavior, will definitely try you guys again...

Absolutely disgusted at the service!!!!!

We placed an order on Mr D, which took forever… Which we never got as they kept saying that they are assigning the delivery to a new driver. Over an hour passed and still nothing. Contacted Mr D to log a complaint, logged it and then decided to give Rocomamas a call personally to find out what’s happening and the driver was still not assigned.

I was informed that I should log a complaint with Mr D for a refund and that I will be able to receive the food as well to make up for the issue. This was not the case as Mr D said they will refund us but cannot give us any food. At this point I didn’t even want it anymore as it literally left a bad taste in my mouth.

It doesn’t matter if the Mr D driver is not available, get in your car and deliver the food to your client as you are a fast food restaurant, but I guess they slower than any other fast food chain. Waste of my time, money and my toddler has to wait even longer now for food.

I won’t purchase anything from this place ever again and I’m glad I don’t have to because I don’t have time for incompetency and poor...