We went for my grandmother's 93rd birthday meal. We had Sunday carvery and it was good.
We ordered just 2 desserts afterwards and were waiting about 20 mins for the desserts. We mentioned we were waiting and still they did not appear, so we decided to leave. Just as we got our coats, the desserts turned up. As my Husband had already gone up to the bar to ask them to refund the desserts, just as they turned up! I said to the bar tender that we had been waiting a long time and that we should get the refund anyway. I was told how busy they were with Christmas party guests in the other side of the building etc. etc. no apology from him at all. He was just happy to argue with back at me. It is not the customers problems they are too busy, they obviously don't have enough staff covering. They should also have communicated with us to tell us the would be a delay but nothing was said. Trained customer service staff do not argue with customers. i have been in customer service for over 20 years and know that in those situations you say sorry to the customer if they are unhappy even if you have a valid reason. I know that if I spoke to my guests like he spoke to me, I would not have a job for very long!!
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