BAKERS Inn, one of Zimbabwe’s leading fast-food and bakery chains, is facing criticism over alleged poor customer service at its Julius Nyerere branch in Harare.
A customer complained that staff did not provide a carrier bag or inform him that one had to be purchased separately, leaving him struggling to carry a large order by hand.
The incident occurred at the branch near Harare Central Police Station. The customer said he bought three quarter-chicken-and-chips meals, three Minute Maid juices and three bottles of water.
After payment, he said he was given a receipt and asked to collect his order from the counter.
“The food and drinks were just placed on the counter. I was asked to collect them with no packaging,” he said.
“With such a large order, I found it difficult to understand how I was expected to carry everything without a carrier bag,” he added.
He said other Bakers Inn branches had previously provided carrier bags, making his experience at the Julius Nyerere branch disappointing.
The customer said staff should inform customers before payment if carrier bags are not included and ensure options are clearly explained at the point of sale.
“I hope Bakers Inn reviews this issue and ensures customers with larger orders are either given suitable packaging or told of the options before payment,” he said.
Consumer groups have repeatedly raised concerns over customer service standards in Zimbabwe’s retail and hospitality sector. Common complaints include poor staff communication, long queues and slow response to customer concerns.
Business analysts say customer experience has become increasingly important in the competitive food service industry, where convenience and efficiency influence customer retention.
Experts add that improving service often depends more on communication and staff training than on major financial investment.
Bakers Inn had not responded to a request for comment at the time of publication.
