So I was tasked with organising a leaving do for a colleague at work and she picked this restaurant. To book a table the website told me to fill in this form indicating how many people I was booking for and my details. It said someone would be in touch within 48 hours.
Customer service fail # 1 - No one came back to me. I was forced through concern about the football making the place busy and the fact we had 10 people coming to then chase up the restaurant. It seems however that the phone details don't put you actually through to the restaurant. You get through to somewhere else entirely. Confused?????
Well I was when I had to have a conversation to a little Indian man who didn't seem to know anything about the offical booking process on the Table Table website and told me that the only way to book was a room only for the premier inn part. We ended up having a few words there, me bringing up the website again and finding exactly where it told you how to book a table. Not impressed!
He then informed me he would phone the restaurant on my behalf and then come back to me. When he came back to me he assured me that the staff were currently doing some sort of training. Every single staff member. And I would be called back within an hour. It was 4pm. I thought it rather strange that every staff member was training in the run up to one of their busiest times for food but did not question it.
They did not call me back within an hour!!!! Customer service fail # 2
In fact they called me back at around 11am the next morning. I was also told once again by someone slightly nicer to talk to than the chap yesterday that none of the staff there knew you could book online. I mean seriously . . . . I was then assured that the table had been reserved and it would be ready for 7.30pm that evening
However it wasn't! I was the first of my party to arrive. I told the man behind the bar who looked miserable I might add that I had booked a table for ten and all he said back was "Fantastic." I then had to ask where it was as no further information was indicated, he just went back to looking miserable. "Round the corner," was all I got and "It's not ready yet. We need to sort some cultery out."
Customer service fail # 3!!!!!!!
Interestingly "Fantastic" was pretty much his vocabulary for the entire night.
We finally got seated at our table and a waitress clearly on auto-pilot. I could make allowances if it actually had been that busy but it wasn't! Anyway she informed us that the fillet steak was on 25% off today as a special. Ruth in our party quite fancied that so she ordered it.
I ordered a table table chicken burger with a swiss topping. Pam ordered a regular chicken burger. Helen ordered rump steak. Kirsty ordered chicken curry.
When the food came, not remotely at the same time I might add, they gave Pam my dinner. She almost bite into it before noticing the cheese and mushroom topping. I was missing onion rings that the menu stated came with it. Helen was missing mushrooms and tomato's that the menu stated came with it.
Kirsty's was the last meal to come out and her's was cold. So that had to go back.
Customer service fail # 4/5 & 6
I will give them their dues, Helen and I didn't bother mentioning our missing items. We were just so glad to finally get our food after waiting so long. The waitress did offer Kirsty a free drink when she returned with her now hot dinner.
The final customer service fail of the evening - they brought the bill and then didn't knock the 25% off for Ruth's fillet steak. So I had to go back and tell them the bill was incorrect. I got Mr Fantastic again.
In conclusion. The food was blah. To be honest I think I had eaten better in morrisons cafe taking my gran for her weekly shop. The staff were in their own little world. I dread to think how they cope when the place is actually busy. It was about half full when we went. And a good corner of the place were students just drinking and watching the football. And if you want to book a table - the website is useless.
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