Our party consisted of eight people with a prior booking. As former Rolleston residents we had dined at Izone many times and had always been happy with the meals and service and were looking forward to returning. A previous reviewer referred to being called "mate" well we got the "hi guys" treatment. While it doesn't worry me overly, we were all retirees it does get a bit grating.
My husband ordered his steak medium rare. Unfortunately when presented it was at best blue. The two other medium rare steaks were properly cooked. The excuses given were “we are very busy” and “chef’s versions of medium rare vary”. The staff then offered to recook it but as we had waited a considerable time for our meals my husband decided that they should have got it right the first time, he didn’t want to wait any longer and would prefer not to have steak “recooked”. He left the majority of his raw steak on the plate.
I felt that the staff were totally unconcerned. A genuine apology would have been appreciated, and at the very least a free cup of coffee to acknowledge we were unhappy. Instead the cashier frostily accepted our payment without a word even though she knew we were unimpressed.
I wrote to the restaurant with this complaint giving them the chance to reply but have heard nothing. Izone is obviously very popular at present, however customer satisfaction is still an important factor and our group was most unimpressed by the attitude of the staff. Coming from Central Otago, a tourist area where customer service and satisfaction is paramount, the contrast was very noticeable.
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