Horton Park Children's Farm

MrsWingers Thu 28-Apr-11 07:29:33
Hi Other Mumsnetters,

I just wanted to share a really poor customer service experience that I recently encounter at Horton Park Children's Farm, in a hope that perhaps through word of mouth it will not occur again.
I booked my sons birthday party at the farm and informed the staff that we would cover within the cost of the party the charge for additional adults (those attanding without children) within our bill. After we left the party and I was assessing how much we had been charged I realised that we had been charged for a couple of extra additional adults in error. At the time I was intending on leaving it as it wasn't a huge amount of money but the following day I spoke to one of my guests who attended the party and she informed me that they had paid themselves for the additional adult that the brought into the farm, thus increasing further the amount that I had been overcharged. On this basis I contacted the farm the next working day to make them aware of the over charge. In a nutshell the staff were rather unhelpful informing me that they did not keep any paperwork related to party bookings post the event and therefore would be unable to help me; however agreed in principle to refund the cost of 1 adult as paid for by my guest. I asked to speak to the farm manager as I was not totally satisfied with this outcome when I eventually got hold of him (he did not return my call) I was encountered with the rudest, most arrogant 'business' man I have ever spoken to. I tried to explain the situation to him and he just kept speaking over me, refusing to allow me to speak. He informed me that he had reprimanded his staff for bothering to even speak to me about this matter as it was a waste of their time and told me that he was not bothered if I felt that I had been overcharged as he was 'running a business' and not in the habit of refunding money. I asked him about the refund that had already been agreed and he informed me that he 'had changed his mind' and decided that even though they acknowledged the overcharge on this count would not refund that cost either. He then proceeded to hang up on me, despite me managing to remain polite throughout.

I am frankly appalled that someone feels that this is the correct manner within which to conduct themselves and to run a business. My belief is that this guy also runs Godstone Farm, and so you would think that after all the bad press that farm has received recently they would want to ensure that they serviced their customers well. I wanted to warn other parents as from now speaking to others I understand that this man has a bit of a reputation for being rude and unhelpful.

It is such a shame as it has left such a dark cloud over what was otherwise a lovely day.