I had an awful customer experience. I ordered 2 meals via QR code, a little while later the staff turn up at our table with one meal and apologised - apparently she had given the meal to someone at another table. Don't worry, she assured us - it would take a little longer but it was on it's way, and we were OK with the apology. It happens.
After everyone else finished and there was no sign of the remaining meal, I went up to the counter to find out how far off it was - they had no idea about it. They pulled up the receipt and flatly told me it had already gone out. I explained the conversation I'd had, and that it had been taken to the wrong table and that we had been told it was on the way. The response I got was "well, why did someone claim your meal?".
Basically, I was treated like it was my fault. Staff begrudgingly agreed to "sort it out". A few minutes later after seeing several staff in conference, I had another follow up visit at the table telling me they were preparing a meal for us (I guess that wasn't a given before that, I really got the feeling they felt like they didn't think I was entitled to have received what I paid for). I flagged that we had ordered on the QR code and it should have come to our table, we were given an excuse about their QR code system and the table numbers being confusing. I consider that to be an operational issue and entirely their business, not mine.
After everything, the meal eventually arrived, and I did get an apology ("we just don't know how this could have happened"), with no other good-will gesture of any kind offered to us. The attitude was that they were doing us a favour to just bring us the meal at all. Since the meal was over an hour late, and then we had to deal with having a finger pointed at us for their own issues, it really soured the evening. I certainly will not be back. I would definitely warn anyone else against eating here, and to consider one of the plethora of alternative options along Oxford St. I didn't think customer service could get this bad, and you shouldn't take a chance eating here. read more