Complaint #2
In honour of our commitment to publish all written complaints and to truly test the notion that ’all publicity is good publicity’ we bring you this.
Sent: Wednesday, 13 January 2010 2:27 PM
To: Gerald Ellis
Subject: To The manager
Sir / Madam,
We refer to our 12.30pm booking made with your restaurant last Saturday, January 9, reserving a table for 4.
As January 9, was our last day in Tasmania, we had planned on having an early lunch and then casually making our way to the airport as we were flying back home that same afternoon.
We arrived at the restaurant at approximately 12.20pm. We were greeted by a pompous character, he looked at his watch, and on checking the time of our booking, were advised that our table was not ready and that we had to wait for other guests to depart. When We asked where we would be seated we were shown a vacant table nearest the window, clearly the table was available but we accepted the suggestion of partaking in a little wine tasting until “our scheduled time”.
We found the welcoming rather unfriendly, to say the least and the afternoon went as follows;
After our 20 minutes of wine tasting, we returned yet again to the restaurant.
We were escorted to our table and although it was booked for 4, and the setting was for 4, there was one chair missing, it was overlooked by all the staff and we had to ask the waitress for another chair.
We received the menus, and the young lady went through, and explained it in detail to us.
We told her that we were hungry, and we wanted substantial meals, as we were going to the airport directly after lunch.
We ordered appetisers to have with our wine while waiting for our entre and main meals.
We asked for extra servings of bread as the entres were taking too long. We had all ordered the same entre.
Almost one and a half hours later, not only did we not have the attention of our waitress during this time, as is the usual practice in any restaurant, but we had still not received our main meals.
After managing to attract our waitress’ attention, we advised her that we were concerned that our meals were taking too long and as we had a flight to catch could she please find out how much longer we would have to wait.
Time was 2.05 pm.
We watched our waitress proceed to the kitchen, and one assumed as a courtesy she would return to our table with a response. Instead, however, she proceeded to another table to take a new order, and completely ignored us.
10 minutes later we had had enough. My friend approached the counter and explained our situation to the young man operating the coffee machine and asked if the Manager could kindly be called for our bill to be finalised. No Managers approached us, we did however,notice the pompous character observing us in the background but he did not attempt to assist or approach. The finalising of our bill was left to our waitress who consequently, advised us whilst preparing the bill, that our meal was going to be served in another 5 minutes. By that stage this was unacceptable and the fact that no Manager approached us was most unsatisfactory.
We find it inexcusable for such a lengthy delay, and before you answer that the restaurant was busy, let us tell you it was not. We estimated to be 4 tables at best.
It is quite appalling that such a standard should be acceptable. One had a much higher expectation. It made us leave Tasmania with a very negative feeling indeed!
What annoyed us the most was the ignorance and lack of courtesy.
If there was a shortage of staff, either on the floor or the kitchen it should have been acknowledged.
We were after all, expected to pay the same price as any other guest at your establishment.
We have visited both the Margaret River and South Yarra vineyards’ but never came across such a farce!
Disappointing, Very disappointing!
A. A.
OUR RESPONSE:
From: Gerald Ellis
Sent: Friday, 15 January 2010 1:43 PM
To: A.A.
Subject: RE: To The manager
Dear Mr A
I can’t begin to tell you how disappointed I was to receive your email outlining your unfortunate experience at Meadowbank. Following extensive discussions with our staff on the day we can only say that you certainly received service and attention that was well below our and your expectations.
We have no excuses and wish to extend our sincerest apologies for your experience at Meadowbank. Although there is nothing we can do to change the experience you had on the day we would like to forward you a small gift as a form of apology and would be grateful if you could provide us with an address.
Although you mention that we cannot use the excuse the restaurant was busy and we have no intention of doing so we would like to point out that in fact it was quite busy as the attached running sheet shows.
Please accept my apology for you and your guests.
Yours sincerely
Gerald Ellis
Meadowbank Wines
699 Richmond Rd
Cambridge Tasmania 7170