BAD CUSTOMER SERVICE OVER $2.15 at a "high end cafe". My girlfriend, and I and both of our four-year old sons stopped at Thierry Chocolateri Patisserie Cafe on Alberni Street for a much needed "caffeine break" late afternoon on a Friday.
My son "D" pointed to the macaron he wanted - a milky chocolate one - the same macaron that his friend "L" wanted.
In total, I purchased a Spanish latte, and an almond croissant for myself, and the macaron for my son, "D", which cost $12.26 including a 15% tip.
I brought the tray outside to the patio table - only to discover that "D" told me it was the wrong macaroon as it was not the same as "L"'s. - the milky chocolate one. Due to the ordinary chaos of bringing active children to a café - sometimes moms miss the fine details.
I brought back the macaron on the plate and said to the girl at the counter, "Sorry I made an error - my son wanted a different macaron. Is it possible to exchange it for the one that he wants?"
She apologized and explained that because the plate was taken outside, I couldn't exchange it. I then found a second girl at the counter, and asked if the manager was around, and again explained the situation.
She courteously responded, "Yes, of course. No problem," and she took the plate from me." I thanked her kindly.
Moments later, she told me she had to double-check with the manager. The manager came out.
He explained: "Unfortunately because the plate left the counter, it cannot be exchanged for another macaron, as we can't re-sell it. However, you can of course - keep the macaron (that you already paid for, that your son doesn't want), and then purchase another macaron."
I reluctantly paid him the cash - knowing I had to return to the table and give my son the macaron he wanted, in order to please my child, and avoid making a scene, because of my error in ordering.
Paying for the second macaron did not please me. I said, " I'm really surprised about the customer service. Any other café would have given me a complimentary macaron."
Isn't "the customer always right"? This is apparently a "high-end", "award-winning" cafe.
The manager looked annoyed - and probably thought I was just a crazy stressed out mom who shouldn't bring her children to the café.
It would have cost Thierry Café $2.15 to give me a free macaron to keep a customer satisfied, and write a positive review. As well, cafes throw out loads of day-old product. Instead, I'm writing a complaint - and I will not return to Theirry Café - based on my experience.
The second customer service girl that I spoke with - is the only person who responded with the appropriate attitude- too bad her manager didn't listen to her. read more