We went there for margaritas and were overcharged by double…read more
We walked in and went to the bar. A man with brown wavy hair, aged around 30, was the only barman. I asked about the drinks and he said, "It's Happy Hour on margaritas. They are $10 instead of $21." I said, "Great, can I order please?" He replied, "I will send someone to take your order."
About a minute later a waitress came and we ordered a round of margaritas. Later on, we ordered another round.
When we asked to pay the bill at the end, we were surprised to see our bill was more than double what we expected. I asked, "Why are all the margaritas charged at $21?" She replied, "The coconut and pineapple margaritas are not included on Happy Hour, only classic margaritas."
We then explained the conversation we had with the barman upon entry and pointed out the barman who told us all the margaritas were $10. The response we received was, "Well, he doesn't know."
The point we were politely making is that the barman is their staff member, he told us about the offer, and that is why we bought the drinks. "He doesn't know" is not a valid excuse when it is your own staff member providing pricing information to customers. Under Australian Consumer Law, businesses are responsible for representations made by their staff.
This situation involves breaches of Australian Consumer Law, including Section 18 (misleading or deceptive conduct), Section 29(1)(i) (false or misleading representations about price), and Section 48 (failure to clearly disclose pricing and exclusions).
The waitress's lack of customer service skills at this point was quite clear and she may have been new to the industry. I paid under protest, as the charge had already been processed before the receipt was provided. The receipt later confirmed that the incorrect amount had been charged. I said at the time that I would write to the manager to sort it out, as we expected that the manager of a venue would have the experience, professionalism, and basic understanding of Australian Consumer Law to resolve a clear staff error.
An email was sent to INFO@donpedros.com.au
, but no response has been received. I also requested that the manager review the venue's surveillance footage to listen to the original conversation, which would help with staff training and prevent this from happening again. Unfortunately, the manager/owner has still not sorted out the issue.
If a guest is treated this way after a clear staff error, it says a lot about how a venue operates.