Carluccio's 2FOR1 offer - watch out

cpsteward

We ate at Carluccio's Holborn yesterday (15 January 2012). As well as experiencing very inefficient service, with several errors in service delivery, we were disappointed to find that the restaurant chain seems to be misleading customers with their 2FOR1 offer. Two of our party chose the set menu and two of us chose main courses only, expecting to take advantage of the '2FOR1 on mains' offer. Despite the fact that we presented our 2FOR1 voucher to the waiter on arrival, when the time came to pay the bill, he refused to accept the 2FOR1 voucher, explaining that we had negated the offer because two of our party had chosen the set menu.

The terms and conditions of the offer do not explain this clearly. They say the offer can't be used in conjunction with the set menu, but we assumed that this meant you couldn't get a 2FOR1 on the set menu.

The waiter also said that he and his colleagues didn't want too many discount vouchers being redeemed because they would lose their jobs.

To add insult to injury, we were overcharged by £7 for the drinks.

Eventually the restaurant manager reluctantly gave us the 2FOR1 discount, but it took quite a bit of negotiating.

This is not the first time we have had a bad experience with such restaurant voucher offers. It is my impression that some restaurant chains use such offers simply to get people through the door, and that staff are now told to make it as difficult as possible to redeem the vouchers. It reminds me of the famous 'Hoover free flights' scandal some years ago.

WickedWolfie

cpsteward wrote: »

We ate at Carluccio's Holborn yesterday (15 January 2012). As well as experiencing very inefficient service, with several errors in service delivery, we were disappointed to find that the restaurant chain seems to be misleading customers with their 2FOR1 offer. Two of our party chose the set menu and two of us chose main courses only, expecting to take advantage of the '2FOR1 on mains' offer. Despite the fact that we presented our 2FOR1 voucher to the waiter on arrival, when the time came to pay the bill, he refused to accept the 2FOR1 voucher, explaining that we had negated the offer because two of our party had chosen the set menu.

The terms and conditions of the offer do not explain this clearly. They say the offer can't be used in conjunction with the set menu, but we assumed that this meant you couldn't get a 2FOR1 on the set menu.

I must admit that I would wonder if they would take a voucher on a single bill for a mixed party given para 6 of the T&Cs: 'Not available in conjunction with any other offer. You cannot use this offer with our fixed price menu “Menu Fisso”'. It may be as simple as the computerised tills not being able to process discounts on part of a bill. I would therefore have asked for two bills, one for those on the set menus, one for the rest - doesn't really matter which one the drinks go on.


The waiter also said that he and his colleagues didn't want too many discount vouchers being redeemed because they would lose their jobs.

To add insult to injury, we were overcharged by £7 for the drinks.

Perhaps just a mistake, but unfortunate in the circumstances

Eventually the restaurant manager reluctantly gave us the 2FOR1 discount, but it took quite a bit of negotiating.

This is not the first time we have had a bad experience with such restaurant voucher offers. It is my impression that some restaurant chains use such offers simply to get people through the door, and that staff are now told to make it as difficult as possible to redeem the vouchers. It reminds me of the famous 'Hoover free flights' scandal some years ago.

my bold
Absolutely correct, the aim is to get people to try the product and hopefully like it sufficiently to come again
my italics
This would be massively counterproductive, a one-off profit versus a potential regular is just not good business sense (except perhaps for a tourist trap rip-off!)

See comments above

cpsteward

You are right that they did solve the problem eventually by issuing two separate bills. But we had to be very insistent for this to be accepted, which was quite embarrassing.

I am an advertising copywriter and have worked in marketing for 30 years. I would suggest that, although the Ts and Cs could be interpreted in the way you have interpreted them, they are not clear enough to be unambiguous.

My interpretation - that the 2FOR1 cannot be used when you choose the Menu Fisso - seems equally valid. The Menu Fisso can be perceived essentially as a 'table d'hote' set menu, rather than a promotional discount offer. The voucher specifically relates to two customers only, not the party booking, so I don't see why what two other people order should affect its validity.

cpsteward

ps Here is a simple revision to the wording of the Ts and Cs, which would solve the ambiguity problem...

"This voucher cannot be used if any member of your party chooses the Menu Fisso."

cpsteward

pps Thank you for pointing out that the 2FOR1 voucher is a promotional offer to attract new customers. I was aware of that, but my point was that they were using it just to put bums on seats, and not to create a good impression, build loyalty and promote repeat purchase.

It's interesting you use the term 'tourist trap rip-off'. That's exactly the impression we were given from our experience.

WickedWolfie

cpsteward wrote: »

pps Thank you for pointing out that the 2FOR1 voucher is a promotional offer to attract new customers. I was aware of that, but my point was that they were using it just to put bums on seats, and not to create a good impression, build loyalty and promote repeat purchase.

It's interesting you use the term 'tourist trap rip-off'. That's exactly the impression we were given from our experience.

I work in central London and unfortunately have come across a few in my time.....:(

RedLass

Does anybody know if these vouchers can be used in multiples?

We were planning on lunch tomorrow, as a table of 4. The T&Cs don't stipulate "one voucher per table" like others often do, just maximum group size of 6.

Does this mean we could use two vouchers, effectively buy 4 get 2 free?

Thanks