RocoMamas Florida Road - Halaal — Restaurant in Windermere

I am writing to express my profound disappointment with the experience my partner and I had at your restaurant last night. We had chosen your establishment for our date night, hoping for a memorable evening, but unfortunately, it was far from that.

Upon arrival, we placed our drink orders, which were promptly taken. My partner, eager to take on the hot wings challenge, placed his order, while I filled out the form for my food, requesting nachos and a side of cheese fries with jalapenos. I handed the completed form to our waiter, which had my name clearly written on the top.

When our drinks were brought to the table, we were asked if we wanted our food all together or if the wings could be brought out separately. We opted for the latter, requesting the wings first and my food to follow when ready. However, despite our repeated reminders, my food never arrived.

After my partner completed the wings challenge and his dishes were cleared, we reminded the waiter once again to bring out my food. My partner ordered a milkshake which was brought to the table, and the staff began clearing our table without addressing my missing order.

When my partner inquired about ordering from the food menu, we were informed that the kitchen was closed as it was past 9 PM. It was at this point that I raised the concern that perhaps my order had been forgotten. However, when we brought this up to our waiter, he seemed oblivious, asking, "What food?"

This blatant disregard for our repeated requests and the dismissive attitude of the waitstaff was incredibly disheartening. Despite the lackluster service and the absence of my meal, we refrained from lodging a complaint and simply requested the bill.

To our dismay, when presented with the bill, an additional charge of R100 had been added, which my partner promptly corrected. This further added to our disappointment and frustration with the overall experience.

As patrons who had chosen your restaurant for a special occasion, we expected better service and attention to detail. Unfortunately, the lack of communication, disregard for our requests, and the additional charge have left us deeply dissatisfied.

I hope you take this feedback seriously and address the issues within your establishment to ensure that other patrons do not have to endure similar experiences...

First and last time dining at Rocomama’s..

Saw an ad for Rocomamas recently and thought let’s try it next time we dine out..

We ordered 2 burgers, a shake, juices and chicken strips for the kids and fries to share..

At first I felt I shouldn’t bother complaining about how pink my burger patty was or how chewy the Macon was.. maybe it’s just their style and some people like pink meat.. but then I had to stop my wife from eating the rest of hers after I saw her patty was still definitively raw and red inside.. tried washing it down with a shake that was 50% whipped cream.. my 1 kid flat out refused to eat the dry chicken strips.. and there was no guidance from the waiter that a sharing portion of the fries is to share with a farm not a fam in addition to the fact that the kids strips also came with fries.. we also got free cheese bombs from registering on the app which weren’t bad at all but that and the overload of fries were probably the only decent part of the meal

No one wants to be that person that complains about every little thing so didn’t bother too much about the other things at the time.. the manager offered to replace the 1 burger or take off the 1 burger off the bill.. but at that point we were so disappointed we couldn’t wait to leave and opted for the latter option..

Soon as the bill arrived the waiter mentioned they had deducted the 1 meal from the bill and we just couldn’t wait to leave so I added a tip, paid and left.. but in hindsight as my wife and I sit here an hour later feeling completely nauseous, we’re thinking why on earth we paid to put total crap into our bodies the bodies of our children, and how ridiculous it is that some businesses get away with it..

It should be considered a criminal offence to for a restaurant to serve raw food to their customers.. they weren’t even that busy to justify the “mistakes happen” excuse..

Never again...

We visited this restaurant on a rainy Sunday afternoon and found the establishment to be reasonably quiet.

We were a family of 6, which included two kids, ad once we entered and adhered to all the Covid-19 protocols, were seated on a lovely table, mid restaurant.

As can be expected from this franchise, there was lively music. However, it was a tad loud, not exactly background music.

Once seated, our waitron reacted promptly by plonking the menu selection and beverage selections on the table. There was no explanation of the menu, nor were we advised of any specials.

The service personnel outnumbered the patrons in the restaurant, but the service was neither prompt nor professional. The waitron attended to us in a very perfunctorily way.

The food was, on average, quite good. The only complaint was with the caramelised onions on the Rockstar burger. Perhaps a little less and warmed up in a saucepan would have made the burger more enjoyable. The sauce seemed like an onion jam rather than a condiment on the burger.

There was zero management presence in this restaurant for the whole of our meal. No person who identified themselves a such came past our table to enquire as to whether we were enjoying our meal.

I am confident that the presence of an experienced restaurant manager would have been remedied all of the small issues I picked up.

I fail to see how restaurant owners can leave their businesses unattended like this.

My rating is a 3 star, and this could be attributed to the lack of professional service and management.

Footnote: The management contacted me and they went out of their way to make amends. I hope they can resolve the problems as the food was...