EDIT: Upon seeing our review on Trip Advisor we were contacted by Braes Management who very graciously apologised and offered to fully refund our meals from the weekend, explaining that the overcharges were due to the promotion not being programmed into the till properly (and the waitstaff not double-checking, which the manager apologised for).
The waiter in question who made the comment on our order personally contacted us to apologise for what was a poor in-joke with kitchen staff and offered to pay for our meal when we next return. What started as one of the worst customer service experiences we've had has ended with one of the best acts of follow-up service I have ever encountered. This has certainly raised our rating of them from 2 to 4 stars.
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Original Review:
I visited Braes twice in one weekend a few weeks ago when visiting family. Our first experience was good. The food was great and we had a friendly waitress. The second night our experience was good until the end. Again the food was great and the waiter seemed friendly. There was a minor mix-up with our order - we requested cheese on the burger and bacon on the hotdog, however got bacon on the burger and no additions on the hotdog. Not a big deal, we noticed immediately and the waiter apologised, took the food back, the mistake was fixed promptly and he brought the food back out. We were not bothered at all by the mix-up and didn't complain or make any negative comments.
However at the end of the night when my husband went to pay, he looked at the cash register monitor to check the order was correct and saw a note on it which said 'please ignore stupid ozzys'. Apparently the fact the waiter or chef made an error with our order makes us stupid, because absolutely nothing else happened the entire night that could have warranted such a comment. When my husband returned to the table I looked at the receipt and noticed we had been overcharged. Instead of getting the 2 for 1 promotion we had been charged for both meals. Fortunately when he complained at the counter he was given a refund, however he then realised we had also been overcharged the night before (again, not given the 2 for 1 promotion).
Apparently this is an establishment which routinely rips off and insults customers - or maybe that's just people with accents who they think are stupid tourists who won't be back anyway. Unfortunately for Braes, we will be back in Dundee but won't be back at Braes. Fix up your dismal customer service and you have a good establishment. read more