“Customer service doesn't exist here, owner had the most appalling attitude, avoid!”
Where do I start with this review?!
We had a reservation for 8:45pm and turned up with 10 minutes to spare hoping that our table might be available for us. It wasn't, so we were shown to a seating area where our drink orders were taken while we waited. And waited. And waited. When approaching 9:15pm the owner came over and apologised for our wait, explaining that our table was now being prepared and that he would bring us menus over so we could select our food.This didn't happen. We could see that our table was ready for us and after a further 20 minutes of waiting took it upon ourselves to seat ourselves, seeing as it was now well past 9:30pm.
When the owner approached our table, one of our party explained how disappointed we had been at the lack of service and care thus far, and has attitude was appalling. He didn't want to listen to our feedback and simply offered us a free drink, one that I politely declined. Our orders were taken (only mains, didn't have time for starters which meant loss of revenue for him). After 35 minutes of waiting for mains, we politely asked the owner where our food was. He replied with "Well would you like your food or would you like me to tell the kitchen to cancel your order." Of course we wanted our food, hence why we waited so long in the restaurant in the first place! I asked the owner if he knew what Trip Advisor was because his version of customer service was completely inept and utterly baffling. I was on a night out with friends who I'm lucky to see once a year and his terrible attitude and arrogance was completely ruining it.
When the food arrived the waitress gave my order to another member of our party, telling him it was what he had ordered instead. When we realised the mistake, the kitchen had to sort a new meal out for me, meaning I was sat without a meal while everybody else ate. By the time my food arrived everybody had finished their food, so I politely declined taking my food because what's the point? The whole point of the evening was to have a leisurely catch-up with friends with wonderful food in a fabulous atmosphere. To top it off I was served coke when I ordered diet coke (tiny error) and one of my friends was served stale beer.
When I politely asked to speak to the owner he said he was 'frustated' by us and he threw a copy of a magazine in my face. Just as I suspected, this magazine had 'number 1 restaurant in Stone' plastered all over it. He was terribly smug, explaining that he prides himself on being number one and that our meal experience would never affect this. He was more concerned about revenue than customer service; the place felt like a conveyor belt. Ship them in and ship them out. Ker-ching for him, misery for us. Another gentleman who worked there was much more helpful with us (tall guy, unsure of his name), and happily informed us not to mess with the owner. He mentioned a past incident involving a gentleman who had been unhappy with a dodgy pizza and apparently the owner had lost his temper with him, but he didn't elaborate any further. At this point we made a swift exit, having had enough of the owner and his shambolic attitude.
Unfortunately I'm unable to review the food because I didn't get the chance to eat anything there, but other members of the party said it was okay but have had better. The only positive for me was the girl who was singing, who was fantastic but was cut off at various points unnecessarily by the owner. I can definitely vouch for the owner, don't fall for it because behind the sly smile seems to be quite a ruthless, uncaring individual. Needless to say we won't be returning.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 19, 2013
Firstly, thank you for taking the time and trouble to post your review, we appreciate that airing your views is very important. I'd like to mention that I personally took your reservation by telephone mid week and did explain that we had a lot of bookings for the night which you requested, but that you were welcome to arrive from 8.45pm onwards and spend some time in the bar until your table was ready, which you were happy to do. As for your comments about pizza, The Olives doesn't have pizza on the menu and so unfortunately I cannot see the evidence for this comment.
Report response as inappropriate
We accept that there were a few problems with your table and firstly tried to apologise with some complimentary drinks. You have been keen to point out throughout your reveiw that you feel that The Olives is very concerned with taking revenue, it is a shame that you have declined to mention that your entire bill was waved at the end of the meal and that you offered £30 towards your drinks, when we were more than happy to put the whole bill on the house to compensate for your experinece, to the tune of over £150. Customer experience has always been and continues to be more important to The Olives than money.
Again, thank you for taking the time to post your review and I wish you all the best.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.