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Average dinner experience. Food was fine, what you’d expect from a pub meal. We had 3 different waitresses serving us. One of them was young and very friendly, polite and attentive. Another young girl that was fine, didn’t put in too much effort but...no complaints. The third was older, rude and disinterested in our customer experience. She was the one who took our order and read it back to us CORRECTLY. But when our food came, a burger was missing. We started eating as we were starving and by time we had finished, I was still missing my burger. Flagged down the friendlier waitress to check on it and she apologised and said she would go check. The older one came back after 5 minutes with no apology and bluntly stated we hadn’t ordered a burger. I assured her that my partner had ordered it, which she replied with an attitude “I read back your order and you didn’t say anything”. We didn’t need to because she initially read it correctly. She asked if we still wanted it, which I did. Because I was starving and she said it would only take 5 minutes. The burger arrived within 10 and was fine but was unhappy with the fact that not only did she not apologise, but insinuated that it was our fault.
This is the first time I’ve ever written a bad review. I work in customer service as a waitress myself and I know that things get missed sometimes. But you always apologise with a smile on your face. You do not blame the customer and have an attitude. We went to pay anticipating whoever was at the till would check how our food/service was but was not asked. I checked the bill and they had charged us for someone else’s double G&T. Usually when you mess up, you comp something, or offer a discount. Not charge for someone else’s drink.
I’d suggest management run a refresher course in their customer service department. As a reminder to some of your older staff of proper protocol when dealing with mistakes and complaints.More