hehe check out the letter I got from this restaurant the other day; any suggestions as to what I should write back?
* I don't usually complain; this was an exceptional example mainly cos of the attitude of the guy who wrote back to me; it was like we hated each other on sight.
here's what I sent :
Dear Simplicity,
I just spent 3/4 of an hour of wasted time in your restaurant after you fucked up our order for 3 breakfasts - and finally left 10 minutes after you'd told us our order would be with us in 10 minutes. I'm furious at your lackadaisical approach to your customers, and frankly, at the prices you demand I expect a much, much higher quality of service.
Top Table 2008 recommended? I don't think so.
and here's his reply :
15th December 2009
Dear Mr Hollands:
Thank you for your email of the 12th December 2009. We take very seriously any complaint made. I will respond to your email addressing each point as you made them.
You say you waited 45 minutes. We always try to ensure meals are dispatched from the kitchen within approximately 25 minutes. As you are aware we were unexpectedly very busy when you arrived, I’d hope any customer would ask a member of staff sooner if they’d been waiting such a long time. Once I was made aware of your complaint, I ascertained your food ticket had been misplaced. Sadly, mistakes are sometimes made in this industry. I came to see you and explained that your food would be 10 minutes. Unfortunately, as you left the restaurant your food was being delivered to your table. At the time I told the waiting staff concerned that mistakes are sometimes made, so long as lessons are learned from the experience everything would be ok.
I understand you are upset about waiting such a long time but there really is no need to swear and use such offensive language. Under no circumstances would I or any of my staff use such language and I’d appreciate it if you’d make your point without being so offensive. No one at Simplicity would ever knowingly want to upset any customer or colleague.
I am not lackadaisical and take your complaint extremely seriously. I’m sad your experience was not a good one at Simplicity. Thankfully, these occasions are rare. However, after receiving your email, the waitress responsible for taking your order and ensuring the kitchen receive it has now been given notice to leave and will no longer work at Simplicity.
With regard our prices? I feel very proud that we were listed last year in the top 3 best cheap eat restaurants in London. If our prices are too expensive for you I’d suggest you try H’s Cafe where you get a reasonable meal at half the price.
I hope my reply has gone some way to placating your anger. I hope at sometime in the future we have the opportunity to provide you with a positive experience at Simplicity
Sincerely,
Lawrence Lingard. General Manager, Simplicity