Disappointing visit
Disappointing visit
I was really looking forward to bringing my neurodivergent daughter back to this café, as I visited last year and would have happily given it 5 stars. Unfortunately, this visit was completely different, and we ended up leaving early.
I had booked online for four people. Unfortunately, my other daughter became unwell, so my husband stayed home with her. I contacted the café beforehand to explain the situation, as I was waiting for a holiday home survey and didn’t know exactly what time my husband would be back. The lady I spoke to on the phone was absolutely lovely and kindly moved our booking to 11am, explaining that we would then have our full hour.
We arrived at 10:55am and sat at the table I had reserved. We ordered drinks and were enjoying petting the cats, who were all gorgeous.
Just after 11:15am, another group arrived and a member of staff approached my daughter and me and told us that we needed to move to the sofa because we were 30 minutes late and they needed the table. The way this was said to us was incredibly rude, awkward and embarrassing, especially as we still would have had our table until 11:30am!
What made this particularly frustrating was that I had actually contacted the café beforehand and had my booking moved to 11am. We had arrived before 11am and, as far as I understood, had paid for our allocated time until 11:30am. I had also paid for four people, despite two of my family members ultimately being unable to attend.
I completely understand that tables need to be managed and that the café has bookings to accommodate. However, there was absolutely no need to speak to us in the way we were spoken to. A simple explanation or polite request would have been completely different.
The experience was especially disappointing because I had such a lovely experience here last year and had been really looking forward to returning. Unfortunately, one member of staff completely changed the experience for us.
If you are looking for somewhere calm and relaxing, I would have expected the staff interaction to reflect that. Sadly, on this occasion, it didn’t.
I hope the café looks at the communication between staff, because it seems there was clearly some confusion regarding our booking. More importantly, I hope staff are reminded that customers should be treated with courtesy and respect.
Sadly, I wouldn’t visit again after this experience, which is a real shame because I had previously thought very highly of the café.
EDITED AFTER REPLY
I’d like to clarify a few points because your response has completely misrepresented what actually happened.
Firstly, it wasn’t your son I spoke to . I was actually phoned back by a member of staff after I contacted the café, and I was told that the booking could be changed to 11 people. I did not ask for the booking to be changed, rearranged or refunded. I simply contacted you to let you know that there would only be two of us attending, despite having paid for four.
So I’m genuinely confused as to why you would say you spoke to your son about this when I clearly stated that I received a call back from a lady who told me it was fine and that the booking would be changed. It wasn’t me asking for the change, and it wasn’t your son who spoke to me.
There were only two of us there, but I had paid for four people. I contacted the café beforehand purely as a courtesy, so I really don’t appreciate this being turned around as though I had caused a problem.
I also need to address the comment about being half an hour late. If I went to school for an hour and took 30 minutes away from that, there would still be 30 minutes remaining. Likewise, when we arrived, we were pointed to our table then told to move onto a sofa as another group had come in early by 15 minutes. I was then spoken to as though we were somehow at fault, despite the arrangement having already been made with a member of your staff.
I cannot upload a photograph at the moment, but I do have evidence of the incoming call showing that I was contacted. So, as I have said from the beginning, this was not the fault of your staff member, and it certainly wasn’t my fault either.
What I object to most is the way you spoke to both myself and my daughter. Your attitude towards us was extremely rude and completely unnecessary. Speaking to me in that manner is unacceptable.
Small businesses rely on good customer service and that personal touch. Unfortunately, on this occasion, we experienced the complete opposite. Rather than trying to understand what had happened, you chose to blame me and your own family/staff.
I simply expected the booking arrangement I had been given over the phone and to be treated with basic courtesy and respect.
Reply from A Slice of Purrfection Ltd
Thank you for taking the time to leave such a comprehensive review. We run a small family business which is incredibly busy in school holidays. We have a policy that states all bookings are non refundable and non transferable. That said we totally understand and appreciate life is challenging and sometimes situations beyond our control happen so whenever possible we try and accommodate changes if possible. When you called you spoke to my 11 year son who is also on the neuro diverse spectrum. Whilst I accept you gave him a long explanation of your situation his condition means his only concern was to change your booking as requested which is what he did. I accept it was a lack of communication on our part as to the reasons why and I have explained to him in future he needs to pass as much information on as he can. With regards to your comments about being told you had to move tables I totally disagree. You arrived at 11am (30 minutes later than booked) and we seated you on your original table which was available at the time. Unfortunately that table was booked by another family from 11.30. When those guest arrive shortly before 11.30 we approached you to explain there had been a cross over in bookings as you had arrived 30 minutes late and you were asked politely if you would mind moving to the sofa to free up the table of four. It was a request not an order and you were more than happy to accommodate the request at the time so I’m struggling to understand what has now changed for you to post this review? We made it clear your hours visit had started at 11am when you arrived and considering the circumstances we felt it was a fair request to ask you to move to a table for 2 people considering the circumstances. I’m sorry you felt the need to leave early but that was your choice. I respect your comments and trust you accept our reply which is made in good faith.
