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Fuming!!

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    Fuming!!

    This afternoon I went to see my sister and take her Easter eggs, from mum and me. It is a half hour drive each way. I had told one of the staff I was going this afternoon, but she must not have passed the message on or written it in the book. There was no one in. A shame not to see my sister but I was able to leave her things in the porch, and back onto the dual carriageway. I would normally stay an hour or more and have a cup of tea, so I was heading back a lot earlier than usual. I had already done mum's weekly shop on the way, and I have to pass mum's house to get to mine, so it would have been pointless to go home.
    The problem that I pick up fish and chips for mum on the way back. Although she eats her evening meal early, this was far too early. I get them when I pass on the way to mum's from my sister's so didn't want to retrace my tracks and go back later. Having missed my drink anyway I decided to stop for a coffee. It would fill some time, and I wanted one.
    The problem was there wasn't really anywhere to stop on the way back. Then I had an idea. The takeaway is part of the Wetherby Whaler restaurant with a separate entrance. Why not have a coffee, and possibly a pudding, in there and then pick up the takeaway. Ideal solution, or so I thought. You wait to be seated, so when someone came I asked was it OK to just get a coffee, as I was earlier than I expected to pick up a takeaway. The waitress was doubtful but went off to ask the manager. The reply came back in the negative.
    So, they would prefer me to sit outside in my car waiting to order a takeaway, rather than sell me a cup of coffee!!!!!!!!

    I came out sat in my car, and vented my spleen on Trip Advisor, which nicely filled in some time!
    I shall be emailing the head office as well, I am still mad about this

    I must add, this was around 3 pm, between the lunch time and tea time trade. Less than a quarter of the tables were taken, a handful of cars in the car park.
    “A grandchild fills a space in your heart that you never knew was empty.” – Unknown

    #2
    Oh my. What a twerp. How do these people hold down managerial posts? Glad you let rip on Trip Advisor Gem. He deserved it.
    Women are like tea bags; you never know how strong they are until they are put in hot water.
    Eleanor Roosevelt.

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      #3
      That was just being a jobs worth , no other reason , shocking
      Im not fat just 6ft too small

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        #4
        Ridiculous Gem.
        Sometimes I forget to like posts,but that doesn't mean I don't like them.

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          #5
          What a strange way to behave Gemini, no customer relations there.
          What is life if full of care we have no time to stand and stare

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            #6
            Gem - I would have been fuming, too. What abominable customer service! His alternative solution could have been "what can I do to make this customer, whose arrangements have clearly not gone to plan, really happy?" Answer - offer her a coffee on the house, or at least a free refill!!! Imagine how different your Trip Advisor post would have been.

            What a complete, incompetent idiot!

            "Joy is what happens to us when we allow ourselves to recognise how good things really are. "

            (Marianne Williamson)

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              #7
              Thanks everyone.
              It would have still been unacceptable if I hadn't been waiting to spend money in the takeaway, surely my request for a coffee in an almost empty restaurant wasn't a ridiculous one? As it was when I was there to buy something, but was too early, it was down right stupid and unkind.
              Email to head office coming up today!
              “A grandchild fills a space in your heart that you never knew was empty.” – Unknown

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                #8
                Didn't Esther Rantzen have a jobsworth award on That's Life ?
                Bring me sunshine in your smile.

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                  #9
                  What an absolute idiot of a manager and his customer services he needs retraining to be sure.Lets know what the outcome is from your HO complaint they certainly need to change the way they work imo.
                  Keep Calm,You're Fabulous

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                    #10
                    I will copy and paste both my Trip Advisor review, and the email response to a complaint form I sent to the restaurant itself.
                    I am not happy about it but for the sake of my BP, I have to, as the song says, let it go!!
                    I did however reply to this email, saying that as I was obliged to wait in my car and was fuming writing on Trip Advisor was the only thing to do. I also pointed out that I was in fact quite complimentary about the place in my review, but are reviews are for a specific date, which you are asked for, I was totally honest in my review for that date.

                    "I have eaten at this branch of Wetherby Whaler many times over many years. The food has always been excellent and the staff have always been lovely.
                    Today I was collecting fish and chips for my mum (89) as I often do when traveling back from Tadcaster. Today I was passing much earlier than expected, so wanted to stop for coffee before buying the food. I decided that as we always get the fish and chips from Wetherby Whaler, why not have a coffee, and maybe a pudding, in the adjoining cafe whilst I waited?
                    Well the reason not is that they refused to serve me just a coffee. The manager was asked and the answer was no. Even though I was spending money on the premises, they would prefer me to sit in the car waiting, rather than than in the restaurant with a coffee.
                    Much as we enjoy this place as a family, we won't be back!!"



                    "Hi Liz,


                    Thank you for your email. I am saddened that you have felt the need to go straight to trip advisor with your grievance without giving me the chance to investigate this matter for you.
                    I am sure that if we’d been given the opportunity we could’ve resolved this issue.

                    As a long standing customer who has previously experienced good food and excellent friendly service from us it is a shame that you could not have been more complimentary in your review.

                    It does seem that discretion could’ve been used yesterday, and wasn’t. For this we apologise.

                    Kind regards,

                    Caroline "
                    “A grandchild fills a space in your heart that you never knew was empty.” – Unknown

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                      #11
                      So did 'Caroline' expect you to argue face to face with the Manager, complain by letter to Head Office and wait for a reply which may not appear or what! Is their email address readily accessible, or their postal address? I've ended up going to Trip Advisor with complaints to other organisations because there was no other way of contacting them in a way which might elicit a response!

                      Anyway, what were you supposed to do while you were sitting in the car, without a much needed coffee on a cold and miserable day!

                      I notice they haven't offered you any kind of recompense or reason to go back, unless it's for a slapped wrist for complaining in a way they didn't like.
                      "Joy is what happens to us when we allow ourselves to recognise how good things really are. "

                      (Marianne Williamson)

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                        #12
                        I think in the report you were complimentary about your previous visits.
                        What is life if full of care we have no time to stand and stare

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                          #13
                          Thanks Plant, so do I, and I told the idiot woman that in my email back to her.

                          Exactly Daisy, very poor policy not to offer me something, even if it was just a coffee!!!
                          I wanted to contact head office, but this complaint form was all I could find. I had to send two forms, as I ran out of characters the first time!
                          “A grandchild fills a space in your heart that you never knew was empty.” – Unknown

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                            #14
                            Gem - I hope you complained about the complaint form as well! They really do need a Customer Service wake up call!
                            "Joy is what happens to us when we allow ourselves to recognise how good things really are. "

                            (Marianne Williamson)

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                              #15
                              Reading between the lines from the reply you had from Caroline she doesn't exactly apologise for the way you were treated. She seems to suggest that you should have grovelled to customer services instead of complaining .
                              She is wasted in customer services, she sounds like she would make a great politician. They seem to be made of Teflon where nothing sticks and you never get a straight answer to any questions you may have
                              Bring me sunshine in your smile.

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