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Tebogo M
Active since May 2026
1
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1 reviews
Lucky Bread Company
3 months ago
Tuks Campus Branch
Tuks Campus Branch I want to start by saying that Lucky Bread's food is genuinely excellent. The pain au chocolat alone deserves five stars, and I have previously left a glowing review for a staff member at the Hazelwood branch. This review is not about the brand. It is about one specific employee at the University of Pretoria branch, and her consistently poor service. I first encountered Anastasia before I was even a customer at this branch. I was working at Lindt, directly across from Lucky Bread at Mall of Africa, and I could not help but notice a pattern: impatience, a sharp tone with customers, and what appeared to be noticeably warmer treatment toward white customers. I told myself perhaps I was reading too much into it. Then I started studying at Tuks and saw her there. At first she recognised me and was friendly, though even that came with an uncomfortable over-fami****ity. It was a tone she reserved only for people she knew, not the professional warmth you would extend to any customer. It felt less like good service and more like a reminder that without that personal connection, I would not have received it. Eventually that friendliness disappeared entirely. What replaced it was rushing, shouting numbers across the counter, and loudly instructing customers to "move to the side if you're not ordering" in a space we are already fully aware is small. My friends and I were never asked whether we would like our pastries warmed. A small thing, perhaps, but it is offered to others. The experience that prompted this review happened recently. My friend treated me to coffee. She was visibly anxious before we even walked in. Her words: "it's that lady who screams at you for not knowing the menu by heart." I tried to reassure her. Anastasia then got our order wrong, did not confirm it before payment, and made it seem like my friend's fault. Her way of addressing the situation she had caused was to call my friend over with "girl, come here," which was dismissive, unprofessional, and frankly demeaning. As we collected our corrected orders, we heard Anastasia send off the white male customer beside us with: "Goodbye my love, have an amazing day." The contrast was not subtle. We raised our concerns with the manager. She told Anastasia directly that her behaviour is not condoned and that showing favouritism toward certain customers is not acceptable. She also confirmed that we are not the first to complain, and he does not expect we will be the last. You would think that being pulled up in front of customers would prompt at least an acknowledgement. It did not. Anastasia spoke over us while we were still expressing our dissatisfaction, and did not offer a single word of apology. I had to stop and say "I am still speaking" before she was given the floor. When she was done, she simply shook her head and walked away. No apology. No accountability. Nothing. I understand that working in customer-facing roles is genuinely hard. I have done it. I had difficult days at Lindt too. But not once did I take that out on a customer, because that is the job. Having worked in retail, I was exposed to a practice called secret shopping, where individuals sent by the company visit a branch unannounced, interact with staff as regular customers, observe and document everything, and report back to head office with a full score. I obviously understand the challenges of implementing something like this in a university setting, but I genuinely believe something of that nature needs to happen here. The manager is aware of the problem. Customers keep leaving with bad experiences. And yet nothing appears to change. Lucky Bread deserves better representation than this, and more importantly, your customers deserve to enjoy a simple coffee with a friend without leaving upset. I am really trying to separate the brand from this one worker. But it is becoming increasingly difficult.
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