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How to complain (updated 02.04 & 18.05 & 22.05)

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ProfilePosted byOptionsPost Date

(`•¿•`) Loopy § Lady Ŀindy (`•¿-`)

(`•¿•`) Loopy § Lady Ŀindy (`•¿-`) Report 2 Apr 2008 22:07

Good one, Errol !!!!

Will you go back????

Daughter was there on 23rd March and said it was O.K.

Lindy xxx

eRRolSheep

eRRolSheep Report 2 Apr 2008 22:07

They do serve one of my favourite ales so I may just go in, have a tipple or three and run a tab up then present them with the letter.
Either that or find some of the most annoying and loud people I know and give it to them.
The alternative is to go in and complain again lol
Colin if I dine I will be inspecting the garnish very closely.
The best of it is, my mother asked me how it compared to my place.
How rude! lol

eRRolSheep

eRRolSheep Report 2 Apr 2008 22:12

um as I have never named the place how can she have?
oops just realised doh lol

eRRolSheep

eRRolSheep Report 2 Apr 2008 22:58

I have just been on the phone to my mother and we are going to go next week hopefully.

eRRolSheep

eRRolSheep Report 18 May 2008 22:01

A new development - give me a mo

eRRolSheep

eRRolSheep Report 18 May 2008 22:06

well a sort of mo while I type lol

eRRolSheep

eRRolSheep Report 18 May 2008 22:09

I went back today - couldn't go with my mum so decided to take my daughter as an extra treat for her birthday

eRRolSheep

eRRolSheep Report 18 May 2008 22:11

I ordered some drinks and said book it to table xx to which they said can we have your card. I said I was not paying by card and they retorted that they couldn't open a "tab" without a card.

eRRolSheep

eRRolSheep Report 18 May 2008 22:12

I asked to speak to the manager and the girl said she was the "duty manager" so I said can we talk in the corner - I didn't want to talk in front of other customers because I wanted to be discreet from their point of view

eRRolSheep

eRRolSheep Report 18 May 2008 22:14

I showed the so-called duty manager the letter and she took the (personal) letter from me and read it in its entirety and said she would keep it.
I asked her to photocopy it so I could blank out my personal details but she said they had no facility to photocopy on site (this is the 21st century!). It was also a personal letter to me that I wanted to keep for my own records. She refused. I walked out. Did I do the right thing?

eRRolSheep

eRRolSheep Report 18 May 2008 22:18

I got the letter back Carrie - this also falls under the Data Protection Act i think.

Twinklyoceanblue

Twinklyoceanblue Report 18 May 2008 22:22

would she have given you her personal details?...I think not!...you did the right thing walking out x

eRRolSheep

eRRolSheep Report 18 May 2008 22:22

I think the so-called duty manager did not have a clue what to do - a training issue?

AnnCardiff

AnnCardiff Report 18 May 2008 22:25

I trust you will not be letting this go Errol!!

Ann X

eRRolSheep

eRRolSheep Report 18 May 2008 22:25

A letter is winging its way to head office as we speak!

Twinklyoceanblue

Twinklyoceanblue Report 18 May 2008 22:26

sounds like it mate...are you going to complain again? x

Twinklyoceanblue

Twinklyoceanblue Report 18 May 2008 22:27

lol...sorry just seen your previous post x

eRRolSheep

eRRolSheep Report 18 May 2008 22:27

The thing that annoys me now is that although it was free (actually I would have had to pay a bit) I promised my daughter that we would go as a birthday treat - I feel I have let her down now.

AnnCardiff

AnnCardiff Report 18 May 2008 22:48

that's the boy Errol - go for the throat this time I hope!!!

eRRolSheep

eRRolSheep Report 22 May 2008 20:13

Without Prejudice

Dear Mr xxxxxx

Ref: xxxxxxxx

I am writing with reference to our previous correspondence of 25 March 2008 and 31 March 2008.

On Sunday 18 May 2008 at 4.30pm I went with my wife and ten-year-old daughter, it being her birthday, to the xxxxxxxx at xxxxxxxx to take you up on your personal invitation to view the recent changes that have taken place.

On finding a table I then went to order drinks at the bar and asked for a tab to be set up on our table number.

I was asked to produce a card so that it could be “swiped” but, as you will be aware, I was not going to be paying by card and informed the barman of this. He stated that without a card I could not set up a tab so I indicated that I would be using your company’s “vouchers” (I did not at this stage wish to discuss that it was in response to an earlier complaint, not least because there were other customers present and I deemed it inappropriate to discuss the matter in front of them). He claimed that I would have to hand them over before ordering which seemed somewhat peculiar to me as a customer would not know exactly how much they would be spending before placing an order!

On asking to see the manager, a young lady behind the bar told me she was the duty manager at which point I indicated that perhaps we should discuss this at the other end of the bar where we would not be overheard by other customers. Unfortunately I did not catch her name but I am sure that staff rosters will reveal who she was.

I then explained the situation behind our previous communication and showed the letter inviting me back to the xxxxxxxx. I did not want her to read this personal communication and tried to show her the relevant paragraph and your signature which I am sure should have sufficed. However, she took the letter from me and proceeded to read it in its entirety which I found at best unprofessional and at worst a breach of confidentiality.

She informed me that she would have to keep the letter. I was not prepared to do this, not only because it was my own personal correspondence with yourself but also because it contained my personal details. I also wished to retain it for my own records. I was more than happy for her to sign the letter to say that I had taken you up on your offer but she said she would have to keep the letter. I then suggested that perhaps a photocopy would be a good solution, only to be informed that the premises had no means of taking a facsimile. She then repeated the statement that I would only be able to dine if I handed over my original of the letter.

At this point I replaced the drinks on the bar and left with my wife and somewhat upset daughter. Fortunately we were able to dine elsewhere.

As a licensee (PAxxxx) and manager of a restaurant and bar I find this turn of events completely unacceptable.

As a husband and father I find them somewhat embarrassing as well as upsetting for my daughter.

I await your response and suggestions of a speedy resolution with interest.


Yours sincerely