Quandary.....what Would You Do?

[EcclesCake]

Your thoughts on this scenario would be appreciated.

You've had a disappointing lunch and the waitress completely ignores or doesn't understand your explanation of what was wrong. We weren't unduly concerned and whilst walking away my friend and I comment on the strange way of handling the feedback. This happened to be overheard by a man in a suit who wanted to know what the issue was but never introduced himself.

Later in the day we are brought a glass of champagne, on the house. Unfortunately it was warm and flat! My friend and I just looked at one another in horror, do we just not drink it or do we ask for it to be replaced? It is gratis after all.........

If a venue tries to put a mistake right and messes up again what do you do?

[sandyRoe]

Don't go back.

[Psybbo]

I'm always afraid of what they will do if you have complained and bring you something else. If I complain, it's at the end of the meal and decide not to go there again

[tonyav]

Same as sandy.

[EcclesCake]

I think not going back in this case is a bit of a given as there were some worryingly fundamental failures in Customer Service.

It was the fact that they were trying to put right a CS fail and compounded it. It's awkward, I'm never one to turn down bubbles.....especially if they are free! Warm and flat is just adding insult to injury and shows a continued lack of attention to detail. It's just a personal dilemma, do I tell them they fecked it up again or just give up and walk away. The walk away solution is weak and doesn't help the venue to up their game or get a return visitor.

[tonyav]

Tell them what happened then, Eccles. Maybe it will save them making the same mistake twice.

[Psybbo]

I've heard horrifying stories of what is done in the kitchen when somebody complained and they were related by the staff!

[Tilly2]

I would have complained again. I'm good at complaining. It drives Mr T mad. He gets very embarrassed.

[Peter Pedant]

Drink it
simper prettily
and leave

Later in the day ... .. sounds like a long lunch ....

Full marks for the mgr for trying - I dont think you should give further feedback. Anglo workers have difficulty - all this not saying 'Sir' bit - in realising the waiters / resses are employed to give the diner a good time.

One pub in Ramsbottom - the waitress wouldnt serve us ( three men ) because she thought we were gay ....well, so what we were there to have a meal. After we paid and I still left a tip she said;
you're going ? and I said Yup we've decided to leave..... and walked out



Was it today ?
May have been the weather -

I bought my cheap meal at the usual Co op and said, can I have a till receipt as well please ( as well as the goods that is)
and she said - why do you want two ?
and I said one will suffice really - I said as well as
and she said yeah that's two
and I said OK ! I'll take two !
and she said yeah I know I wanna know why ....

hot day - oh and she didnt throw in a glassette of warm champers

[Peter Pedant]

Psybbo spitting in the food
and scraping it on the floor before grilling...

[wolf63]

Is there a site like Trip Advisor for this sort of place?

Failing that I would write to them and point out what went wrong.

[Peter Pedant]

no not really wolfie - they say you should take it up with the management before slagging them off on line.

[wolf63]

Peter P ~ my eyesight is playing up but I was sure that you had put a 'h' in 'slagging' instead of an 'L'.

☺

[tonyav]

Oi wolf, you made me read pp's post twice now ! ;-)

[wolf63]

Tony - you are too easily led astray. ☻

[EcclesCake]

I'm toying with writing to them Wolf. They have much feedback on the likes of TripAdvisor and some of our grumbles are oft repeated so it feels like a futile waste of a stamp :-(

We did return the warm, flat Champagne, but it was an awkward decision to make.

A supposedly 5* venue had some woefully lacking customer service. However they have a good turnover of new visitors and I wonder if they don't feel the need to secure returners, a very short term business model in my mind.

[tonyav]

wolf63
Tony - you are too easily led astray. ☻


I know, wolf. Story of my life.

[agchristie]

Once you have had initial disappointment it would have to take something special to make amends.Unfortunately,despite good intentions Im sure,the error was amplified.I always give credit where its due but equally have no qualms about complaining where necessary,even if it is twice in the same establishment!

[Peter Pedant]

well that's odd Wolfie
as - as I typed it, I was thinking of the very hotel in Brum that I have used for thirty years, that someone on TripA said was an obvious br+thel !

and then followed it up with - and in the pub downstairs at eleven o'clock some of the men were obviously sloshed

[Peter Pedant]

Ecc stop agonising !

It isnt a tax payer subsidised nationalised industry
it is a for-profit organisation which will go under, if it treats everyone like you

[sherrardk]

I'd email them and tell them where you think they are going wrong (but I complain a lot - I'm currently waiting for some replacement sausages that I complained about).