I have been going to the same restaurant chain for over a year now, using the same one most of the time, but also visiting a couple of their other outlets.
Our first experience of this chain was in Aberdeen. We had been meaning to try the place for about 6 months at a local restaurant, but decided that it would be fancy meal to have whilst we were on holiday. It did not disappoint, it was the nicest meal we had on the holiday, unless you count the Deep Fried Mars Bar, which we just had to try with a Fish Supper.
When we returned back home to the South East, we tried a more local branch of the chain restaurant and we loved it. We have now been there so many times it is almost like our local favourite, even though it is 22 miles away. All the staff know us and they are amazing.
However, there is also another branch in London, as we are often in London. The first time we tried the London one it was OK, but not a patch on the other restaurants. The second time it was awful, it wasn’t the food or speed of service, it was the behaviour of the waiters.
We did call out the staff behaviour to the Manager, after we realised she was the Manager. On of these waiters had told us he was the Manager, when clearly now we knew he wasn’t. However, the whole experience ruined the meal for us. The Head Office offered us a complimentary drink on arrival and nibbles on our next visit, but that didn’t feel enough for the awful time we had. What would you have thought? I said I didn’t want to go back, so I was told I could have them anywhere, which was fine.
However, just by chance last week, someone called me to ask for feedback on the restaurant. I did ask were they were asking for general feedback, so I told them the whole story of how we starting going – yawn. Then I moved on to the awful experience how the waiters snarled at my husband and were really creepy around me. She asked if I wanted to complain and I did say I felt that I didn’t want to go back there and free fizz and snack didn’t feel like enough, as we paid top price for an awful experience. She then came back to me and offered me £50 to use at any of their restaurants. I took that and thanked her.
What would you have done in this situation? Called it out earlier? Refused to pay the service charge? Complained further……………..
