We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Should I be happy with this (customer service)?
Options
Empor
Posts: 83 Forumite
Myself and two friends went to one of the big chain pubs. We ordered food and were told the wait could be up to an hour. Didn't have a problem with this so we sat down and had some drinks.
Two of the meals came 40 minutes later. We waited a bit for the third but there was no sign so we ate what we had.
After an hour (and after two of us had finished eating) the third meal had still not arrived. We asked the waiter who said he would go and check.
He didn't come back so we asked a waitress. She asked what the order was, then said that wasn't actually available today and they shouldn't have accepted our order. So naturally we asked for our money back.
The first guy came back with the money and this was handed over in what I though was a disdainful manner. A grudging "sorry" was said but the guy clearly wasn't in the least bit sorry. He also said that the food was made but had now been thrown away (so one of the waiting staff was "mistaken"). My hungry friend got a takeaway on the way home instead and wasn't a happy bunny, neither were the other two of us.
I complained via their website/email but they were dismissive, said the issue had been dealt with at the time.
My friend sat for well over an hour waiting for food that was never going to come. I would have thought a "sorry, next time it's on the house" would be in order, or a free round of drinks, or at least a refund for the drink she had.
To me this seemed like appalling customer service. Is this the norm with the big pub chains? Or am I being too sensitive here?
Two of the meals came 40 minutes later. We waited a bit for the third but there was no sign so we ate what we had.
After an hour (and after two of us had finished eating) the third meal had still not arrived. We asked the waiter who said he would go and check.
He didn't come back so we asked a waitress. She asked what the order was, then said that wasn't actually available today and they shouldn't have accepted our order. So naturally we asked for our money back.
The first guy came back with the money and this was handed over in what I though was a disdainful manner. A grudging "sorry" was said but the guy clearly wasn't in the least bit sorry. He also said that the food was made but had now been thrown away (so one of the waiting staff was "mistaken"). My hungry friend got a takeaway on the way home instead and wasn't a happy bunny, neither were the other two of us.
I complained via their website/email but they were dismissive, said the issue had been dealt with at the time.
My friend sat for well over an hour waiting for food that was never going to come. I would have thought a "sorry, next time it's on the house" would be in order, or a free round of drinks, or at least a refund for the drink she had.
To me this seemed like appalling customer service. Is this the norm with the big pub chains? Or am I being too sensitive here?
0
Comments
-
You need to tell the staff what you want to happen, many chain pubs have a revolving door of inexperienced staff and they don't really care whether you come back.. Next time this kind of thing happens you ask for the manager and tell them you want free drinks or whatever.0
-
I think I have an idea which chain you are speaking about. We went for something to eat, by going to the bar and the barmaid didn't even acknowledge us and served people that came to the bar after us. We just walked out and never set foot in there again!0
-
Name and shame.DFW Nerd 0350
-
Why didn't you pipe up when the 2 meals were presented? I just don't understand why some poor sod sat there 4 an extra 20 minutes and watched you two eating.0
-
Because we're British.
Rubbish. A nation of whingers? UK shoppers more likely to complain than any other nation in Europe.0 -
Money-Saving-King wrote: »
The daily fail ? How did I guess?0 -
Because we're British.
Because you are bad mannered !
If we are out we don't start eating until everyone has their food.This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
Because you are bad mannered !
If we are out we don't start eating until everyone has their food.
I take it you rarely eat out in a largeish group then? Or you like cold food?
My local pub-restaurant can take quite some time between one meal and another even on small orders. If we're there as a large group but have ordered and paid individually (so the meals all go to the kitchen as different orders) it can easily be 10-15 minutes between different meals appearing. We know the service isn't the best but it is cheap!0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 350.8K Banking & Borrowing
- 253.1K Reduce Debt & Boost Income
- 453.5K Spending & Discounts
- 243.8K Work, Benefits & Business
- 598.7K Mortgages, Homes & Bills
- 176.8K Life & Family
- 257.1K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards