PRIMI Cape Town Airport — Restaurant in Western Cape

Terrible experience. The restaurant was by no means busy. Approximately 6 tables upon arrival. The We had to ask for menus despite the manager and 3 waitresses watching us sit down and observing us for 3 minutes first We ordered 2 pizzas and asked for them to be very crispy, not expecting it to result in a 45 minute wait. In that 45 minute wait we sat listening to the waitresses shouting across the restaurant to each other, very little care or interest shown to guests sitting at the tables. I eventually got up to go and ask where our food was. Again, very little interest shown towards our experience. It arrived about 8 minutes later as the most over cooked pizza I have ever eaten. There's a difference between a crispy base and one that was almost impossible to cut through. At R100 for a pizza I expected to at least be getting a decent smattering of toppings. But they were few and far between. But eat it we did, due to being utterly starving and having to make our flight. Fresh garlic and chili on the table in canola/sunflower oil, not even an olive oil blend. The waiter who brought our food was the only staff member who apologized for the wait or who showed even a smidgen of interest in our experience. Shout out to him! 🤰 Not once did a manager come and check on us or anyone else for that matter. Even though we complained to the (admittedly uninterested) waitress more than once. I complained to the manager on my way out after paying the bill and his response was "Thank you and sorry" I'm just so utterly shocked at the sub par service received at one of our busiest airports. After having such a wonderful trip through this beautiful city filled with really wonderful world class hospitality and service at all the dining establishments we visited, ending it on this note has left me deeply saddened. Just because you are in an airport with a captive audience and you don't rely on regulars, does not mean you can be OK with providing such an unpleasant and unprofessional dining experience to your patrons. I've visited many of your branches all over the country and have never been disappointed until now. Honestly Primi Piatti, these were truly unacceptable standards of service to "show off" to locals and tourists alike. Your airport team...

Dear Primi

I would like to tell you about my experience at the Cape Town International Airport branch.

On my way to my brothers wedding in JHB, I had an hour to spend before my flight was due to board, having not eaten all day as I took half the day off of work and had to squeeze almost a full days’ worth of work into half a day.. I sat down at one of your Tables, hoping to enjoy some good food before my domestic flight to JHB.

I seated myself as no-one saw me pull up a chair next to the big Glass windows looking over the runway. After about 5 minutes a waiter approached me and asked me if I have been served etc. He gave me a menu and I ordered a Craft Beer and a California Pizza with bacon instead of Chicken.. I received my Pizza after about 10 minutes, which I thought was pretty quick. I was given some condiments to compliment my meal with, including Garlic and Chilli which I was grateful for..

As I started eating my Pizza, something seemed a little “crunchy” I dismissed it thinking it was the crust, but after having eaten 3 slices.. I felt something sharp in my mouth, it was a mouthful of Plastic! See attached photo. (The plastic was later found in all of the Garlic mayonnaise) I called the manager and pointed it out to her, she apologised and I was really calm and understanding about the entire thing. She (the manager) replaced my Pizza with a new one, end of story? No! After eating half of this Pizza, I found a hair in one of the slices.. See attached picture

I stood up and paid and left! This made me angry as there was nothing wrong with the money that I paid for the food, yet I was subjected to two instances concurrently, where I had to deal with “things” in my food that did not belong there..

I would really like to be refunded for this terrible service that I received from your Restaurant..

Your feedback is...

Just less than a month ago I emailed them this and I'm still waiting on a reply.

Stay clear

Before I take this to a more public forum let's try this considering nobody took the time out via email to reply.

Good day, My wife and I visited the Muizenberg Primi for breakfast this morning and had a really disappointing experience.

We arrived and were offered drinks, my wife ordered coffee and water and I chose not to have anything. She waited quite a while and by the time the coffee had arrived we had to ask for it to be warmed up again.

We then ordered our separate meals, my wife had a pizza and I ordered a meal with sausage and eggs, etc. I asked for my eggs to be sunny side up and on arrival found that the eggs were in fact burnt. They took the food back to the kitchen for correction and on return there of I found that the eggs were raw as the white was still translucent and runny. The rest of the food was cold and it appeared as though they had literally just replaced the eggs. The bacon was burnt and tasted like ash. I called for the managers attention who had a very disappointing and unprofessional disposition. He was adamant that the bacon was to be served as that found on the plate and when I told him to please cancel my order, he failed to offer any solution or apology for the inconvenience. I then resorted to sharing the pizza with my wife and we in fact hurried out of there as we just had such a distasteful time. The manager's name was Chris and should have knowledge of this situation. It would be appreciated if you could address this...