TERRIBLE CUSTOMER SERVICE AT CARGO. I sent the following email last month to the General Manager, following a night out at Cargo and received no response whatsoever...
"I had a great night at Cargo on Saturday evening, however, we had an issue at the beginning of the evening that I was extremely disappointed about.
I had a booth on the terrace booked from 8.30pm for 25 people. Two of my group arrived and joined the queue for bre-booked tables at 8.40, then another ten of us joined them at 8.45. For some reason we were not allowed in. We thought perhaps it was very busy in the venue, but when we got inside we could see that this had not been the case. I can only think they did it so that they could charge us £15 entry each at 9.01, when they finally allowed us in.
When we got to the counter and were asked to pay £15 each, my friend and I tried to make a case that we had a table booked and it didn’t seem fair that the queue had obviously been held just so that they could charge for entry. Neither of us were being rude or disruptive but merely asked to speak to the GM because the staff were saying there was nothing they could do to help us. We told them that we were prepared to pay the money, but that we wanted to speak to the GM about the situation but they said that there was nobody available to speak to. At this point two of the bouncers came over and were being very rude and pushy telling us that if we were not going to pay then we had to get out. I told them that we were prepared to pay (mainly as I had already put down a deposit of £50 for the table, which I did not want to lose) but that I was not very pleased about it, or about the way the situation was being managed. So we paid and were let inside, where nobody offered to show us to the table. I had to ask a member of the bar staff outside if somebody could help with that.
Secondly, a friend of mine spoke to the door staff later on in the evening and said that he needed to leave the venue to get some cash out. The staff said that was fine, that they would remember him when he came back and let him back in. When he came back (5 minutes later) they said they didn’t remember him and that he would have to pay another £15 to come back in. He had only got out enough cash for drinks, without planning to pay for re-entry again so he had to make a second trip to the cash machine.
Cargo is a fantastic venue and once inside we had a great time. The bar/table service staff were friendly and helpful, but the door staff have completely let you down. I feel that we have been cheated out of £180 plus the £15 that my friend was charged for re-entry, and were treated appallingly. I look forward to hearing your thoughts on this.
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