4m x 3m Omlet pen, cube, new auto door still boxed and coop light

[redfrock]

A new place, part of a chain, opened locally last week. OH and I went there 2 days after it had opened. There were some teething problems (plates coming out with items missing, items unavailable after being ordered etc) but the staff were nice and doing their best and the food was really nicely cooked. Last night my best friend and I had a much needed night out and catch up - normally we have to stay in because she has children. We thought we would go to the new place as it had a nice atmosphere and the food had been very good. Huge mistake! We ordered off the 2 for £10 menu - (available up to 6.30). We arrived at 6pm. I am allergic to soya and anything from a cow, including beef, and she cannot eat meat or fish (right pair). I prefer veggie food anyway and the menu had a really good selection of veggie dishes. Long story short, they were going to be unable to provide our starter in full as some of the ingredients were unavailable, our main courses were both unavailable - after being told only one of them was, then 20 minutes later we were told the next choice of main courses were also unavailable. The only things left were deep fried or unsuitable for both our allergies, so we cancelled the order and asked for the bill to pay for both our (untouched) drinks. I also asked to speak to the manager as I was disappointed that just 6 days into opening they couldn't provide so much of the menu. It was a different manager to the previous time and he immediately came over with an attitude - rude and aggressive. he demanded to know what our problem was, sarcastically told us that 'sorry they weren't perfect' to 'cut them some slack', kept demanding we repeat ourselves and questioned what we were saying, asked why we were complaining when only one item had been unavailable (try 5!) and then grabbed the menu and stabbed his finger at it and well 'you can eat that!'- which I couldn't. This was in front of other diners and was simply humiliating and flabbergasting! I'm sure he wouldn't have spoken to us like it if our husbands had been there. Having continued to rant at us for a bit longer he walked off with no apology or anything. We had both been polite and had only said we were disappointed so much of the menu was unavailable. He completely spoilt our night and because we were in such shock we paid (!)for our (still untouched) drinks and left.

 

Needless to say we have sent a complaint to the parent company (Whitbread) and stated our complete shock at the way we were spoken to etc. Nor will we be back or recommending it. Thankfully found Prezzo in the next town up and had a great meal as always is the case at Prezzo. Such a shame though as this place had such potential

Edited July 13, 2009 by Guest

[Cinnamon]

Complain in writing to the head office - you were treated appalingly.

 

Which chain was it by the way?

[Willow]

Shocking - I'd be interested to see the reply you get.

[fluffyknickers]

Yes complain straight away. If you can bear to use snail mail it usually gets better results!

 

I have the same problem when out - she is allergic to dairy, soya and eggs - its tough.

x

[Egluntyne]

Infuriating and disappointing for you. It will be very interesting to see what action they take.

[The Dogmother]

That's terrible Claire, I bet you give them both barrels!

 

Let us know how you get on, won't you?

[redfrock]

PS I know my spelling & grammar are shocking in the initial post - was rushing it during work and typos abound. Will 'tidy it up' when get home

 

Edited to say all typos now sorted!

Edited June 2, 2009 by Guest

[jlo]

That ia dreadful and the manager is clearly in the wrong job. Why do people go into jobs where they are in constant contact with members of the public if they quite clearly despise everyone?

 

I had a similar situation in a shop in Basingstoke a few years ago. I took in a voucher that I had received and the sales girl called over a manager who said that it wasn't valid for the item that I wanted to purchase. I asked why that was the case when the only restrictions on the terms and conditions were for sale items and my purchase was not in the sale.

 

She looked at me as though I was a particularly runny curry poo and said, in a tone that you would not use to a two year old child, "If you look at the picture on the voucher, it is showing this week's range and you are buying something from last week's range so it doesn't count."

 

I explained that being an adult, I tended to read the writing rather than look at the pictures and there was nothing to that effect there and that moreover, she had to take the prize as the rudest shop assistant that I had ever had the misfortune to meet. I asked for her name as I would be writing in to complain about her and she stuck out her hand and said sarcastically, "I am Jane. How do you do?"

 

I cannot remember ever being so cross in a shop. I never saw her there again fortunately.

 

I got a £10 voucher when I complained but I was more interested in a written apology from the little madam in question and they refused that particular request.

[The Dogmother]

Well done for you jlo!

[chickenanne]

Definitely did the right thing in complaining in writing. It's just not acceptable.

[Valkyrie]

Way to go Jlo!

[badgerbluebadger]

I think I would have not paid for drinks and told the manager to grow up and beep off!

 

I hate people like this I work very hard at my job and will never treat people badly I get very cross when others do follow this rule!

 

Sorry rant over!

[Chucky Mama]

 

She looked at me as though I was a particularly runny curry poo

 

I just love that phrase!

 

I chased a member of staff in Sainsburys to demand an apology as he ran into the back of me with his huge trolley thing with such force that half of the boxes fell off. He restacked it and carrried on his way with no apology. Bloomin cheek! (my poor son hid! ). Got my apology though, complete with an audience of open mouthed shoppers.

 

You are quite right to give them both barrels. I would be interested to see how they fair in the current climate as word soon gets around.

[redfrock]

well, I am happy to name and shame simply so none of you have to experience it! It was Table Table in Herne Bay. They have stiff competition from the Harvester that is directly opposite it as it is.

 

We wrote them a stinking email last night - apparently I will get a reply within 15 days and of course I shall let all of you know what they have to say for themselves

 

Better still I was happy to tell my slimming class all about it tonight too (well, I did tell them in my email that we had an extensive network of friends, family and colleagues - if only they knew about the Omlet effect...). One of the ladies at the class knows who is running the place and is going let them know what is going on. He is going to rue the day he dared to speak to us in that manner

 

Meanwhile, yes I am appalled that I paid for our drinks and didn't pull him up on the way he spoke to me. I think I was in such complete shock that the cat got my tongue for once!

[Egluntyne]

15 days! Obviously customer feedback is prioritised then?

 

Apparently if you have a bad experience, you tell 20 people, and they in turn tell five others, each of whom tell a further three and so on.

 

They say no publicity is bad publicity, but they have done themselves quite a bit of harm with this episode.

[Chucky Mama]

Keep spreading the word. It is annoying when something is so shocking that one becomes tongue tied. I have had that too and was really cross with myself afterwards.

[Jillus]

All the Omleteers should forward your post to them, that will make them sit up and take notice, we have a good community here and Omlet Power has been proved in the past. Anyway "Ooops, word censored!"ody wants to hear of folk being ripped off.

 

 

By the way I would not even have paid for the drinks!

 

p.s. Have you an email address handy?

[The Dogmother]

I think I was in such complete shock that the cat got my tongue for once!

 

Blimey!! I find that hard to believe

 

Shame that OH wasn't there to look menacing!

 

I had a stroppy little madam in our local Debenhams at the weekend - we were buying an end of term party frock for Rosie - the girl was all rolled eyebrows, tuts and monosyllabic answers. I smiled sweetly and said loudly 'Sorry to see that you're having a bad day, I'd hate to spoil your hangover, but shall we start again on a more helpful note?' Her superior was standing by and gave her a filthy look

 

Reporting bad behaviour and bad service always works in my book.

[Angels4]

The are loads of websites out the where you can let lots of people know about your bad customer service experience. Report them here to save others the bother. http://www.grumbletext.co.uk

[abwsco]

Good on you for reporting it and I hope they get back to you with a response quickly. One of my bug bears is people who don't complain or do anything about bad service apart from moan to friends.

[Cinnamon]

If you are on Facebook you can alse review them via Local picks trip advisor, which is very good.

[chelsea]

That is terrible and I would have strongly complained also.

 

I would keep onto them if you do not get a reply.

 

I cannot believe in this current climate that people in customer service - especially in a new business can afford to treat customers in this way. If I was the owner of the restaurant I would be appalled at the manager's actions.

[Tulip]

I think I was in such complete shock that the cat got my tongue for once!

 

Blimey!! I find that hard to believe

 

 

We're with Claret on this one

 

Hubs and I recommend tracking down the MD's email address on t'Interweb. We get most of our complaints sorted that way. Yes, you're right, the house is still a work in progress....

 

He's just spent an hour tonight (and 40 mins on Tuesday) trying to get them to fix their c0ck-up for which they've charged us 30 quid. We've now closed all our accounts with them, which will leave something of a dent in their monthly stats They have an orange logo and a double-barrelled name, associated with Lewis Hamilton through their parent company

Never, ever do any business with them on the internet or by phone!

 

T xx

(5 days to the hatch!)

[redfrock]

a quick update ... today is the 15th day since I emailed them and guess what ... nothing / nada/ nil contact or reply from them whatsoever

 

Simply compounds the matter doesn't it! Guess I shall have to take it further up the food chain

[Mutrix Farmers]

Thanks for the tip off redfrock. When I saw your post I wondered if you were going to talk about the Grove Ferry which isn't too far from you.

 

We went there last Sunday to be told no food in the garden. The staff were all miserable looking, monosyllabic with customers but chatty with each other. Unfortunately it seemed to have rubbed off on the other diners. Won't be going back there in a hurry!!

 

hope you get some satisfaction from Whitbreads