When shopping at our local debenhams, my husband and i like to have a cake and coffee in the restaurant, which is always of a high standard.
last week we took our two granddaughters to the stratford branch.
which was a very bad experience, first of all, most of the tables were covered in trays of used cups, plates etc. so after clearing a table to sit at, my husband went to order.
he was told that the cakes that he had asked for were sold out.
we chose another and although it was very nice, i was amazed to see the cake we wanted was put on display as we were eating our alternative.
as we went to sip our hot chocolates, we found that they had been served luke warm.
we then noticed someone else ask for theirs to be topped up with hot water as they were cold.
as we were leaving, my husband informed the staff that we werent happy with the service, but she didnt seem at all interested. so i decided to take it further, as in my opinion, paying almost £20 for 4 drinks and cakes, it should be right.
trying to complain to head office was a complete joke, there isnt anywhere on their website to complain.
so i phoned customer services (additional costs) got the email address and told them everything.
the reply was that they agree the service should have been better, they will look into it and they hope i havent been put off returning to the same branch.(not even a voucher to cover the cost) wanted me to spend more money to see if it was any better.
my reply to them was, i have been put off visitng every branch if thats how they treat their customers.
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