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AIBU to expect a refund/replacement?

(95 Posts)
Valentinesschmalentines Sat 16-Feb-19 20:29:40

Genuine curiosity into how small businesses work. I went to a cafe with my mum and grandmother for coffee, and my grandmother wanted a cake and chose a vegan brownie. None of us are vegan but hey ho, very happy to try something new.
Grandmother took one bite and refused any more, mother tried some and same, I tried a bit thinking I wouldn’t want it to go to waste and oh my goodness it was not good. I have never known my grandmother to refuse a treat, and I’m pretty much the same, but it was not good and we left 95%.

I asked the waitress what was in it, she gave some half explanation, then I told her very politely that we didn’t find it very nice and wouldn’t have any more of it. She shrugged and walked off.

We paid, and it’s fine, not the end of the world, but I am genuinely curious if other people (especially those with experience in a similar business), is that what you’d expect if a customer didn’t like something?

dementedpixie Sat 16-Feb-19 20:31:02

No I wouldn't expect a refund or replacement just because you didn't like it

memorial Sat 16-Feb-19 20:33:08

We went to Starbucks for a treat. My 10yr old ordered one of their current specials a cheesecake type thing. It was grim tbf. I took it back to them and just asked for a glass of water. Not expecting any more. We ordered it tbf. The lovely barista made her a brand new double chocolate one. I offered to pay. She declied. That's good customer service.

amy85 Sat 16-Feb-19 20:33:14

Nope you can't seriously expect them to give you a refund/replacement because you didn't like the food you ordered...

JAMMFYesPlease Sat 16-Feb-19 20:34:18

It's a risk taken trying something new, especially when I comes to food. I wouldn't expect a refund or replacement just because I didn't like the taste of something.

JAMMFYesPlease Sat 16-Feb-19 20:36:26

We went to Starbucks for a treat...The lovely barista made her a brand new double chocolate one. I offered to pay. She declied. That's good customer service.

But that's Starbucks and not a small business. They have a larger profit margin and more leeway. Can't compare a major chain to a small business.

EatDessertFirst Sat 16-Feb-19 20:36:57

YWBU to expect a replacement/refund just because you didn't like it. I am an ex-Kitchen/Pub Manager and if a customer decided they didn't like something after ordering/trying it, I would apologise but also explain that they can order (and pay for) something else. The product they have tried cannot be resold nor can I get the time taken to prepare that dish back.

Maybe next time, ask what the ingredients are before buying it. In my experience with customers, vegan alternatives to butter etc can take some getting used to as they may not taste as expected.

CloserIAm2Fine Sat 16-Feb-19 20:38:17

I wouldn’t expect a refund or replacement just because you didn’t like something. Only if there was something actually wrong with it like it was stale.

The cafe can’t exactly resell it, they’re not responsible for people choosing something and then not liking it so why should they take a loss?

StillCoughingandLaughing Sat 16-Feb-19 20:38:17

I wouldn’t expect to pay if the food was off or under or over-cooked. If I just didn’t enjoy it, I’d be disappointed, but that’s just bad luck.

OftenHangry Sat 16-Feb-19 20:38:53

No refund.

Sadly it's also because plenty of people do the crap thing of eating half of something and then claiming they didn't like it and want their money back. Even though they liked it...

Imagine if people get refund and/or new meal when something is not their cup of tea. Businesses would bankrupt.

Plus people can be dumb🤷‍♀️ Ordering cajun chicken when they are not fan of spicy food etc...

arethereanyleftatall Sat 16-Feb-19 20:40:43

The thing about small businesses is they can each individually decide on their policies.

It depends on how well their business is doing/how well they want it to do (financially), how they would respond to something like this.

And remember, not all will be doing it for the money. I know quite a few people who run small businesses as 'projects', the money is secondary.

GeorgieTheGorgeousGoat Sat 16-Feb-19 20:41:29

It’s a vegan brownie, of course it tastes shite grin

AlexaShutUp Sat 16-Feb-19 20:42:20

If there was something wrong with the product (e.g. really burnt or undercooked etc.) I would expect a refund, but not if it simply wasn't to my taste.

It's quite difficult to make vegan versions of popular cakes/treats. They're usually a bit different from the original versions. I think you were just unlucky that you picked something that you didn't like.

Cherylshaw Sat 16-Feb-19 20:42:53

I think if there was an actual issue with it rather it just wasn't to your taste, then a refund but if you just said you didn't like it because you didn't like the taste then that's not the cafes issue, I say this as a chef in an independent cafe

Iamtheworst Sat 16-Feb-19 20:43:14

Agree with pp’s but also there’s rarely a second vegan choice so they probably had anything else to offer.

Namechangeforthiscancershit Sat 16-Feb-19 20:43:30

I don’t order vegan brownies for this reason (sorry people who love them)

It would have been good customer service to offer a replacement but probably not realistic in a small business

Namechangeforthiscancershit Sat 16-Feb-19 20:44:18

Iam none of the group were vegan I don’t think

70isaLimitNotaTarget Sat 16-Feb-19 20:45:10

When you consider that a brownie is eggs, sugar,chocolate,butter that is a lot of substitution to make it vegan .

So to the average palate it'll probably be different to the point of unpleasant . But nothing actually "wrong" with it

So no, trying something new and finding it not to your liking , I wouldn't expect a refunf .

arethereanyleftatall Sat 16-Feb-19 20:46:19

Good point iamtheworst. A few weeks ago there was a thread posted by a vegetarian who was offended to be offered fish when they ran out of veggie stuff. If the cafe had offered you a non vegan cake as a replacement, and you were the same poster, you would have been fuming!

Bambamber Sat 16-Feb-19 20:46:40

I wouldn't expect a refund or replacement just because you didn't like it. If there was something wrong with e.g. a hair in it, or burnt or something along those lines, then yes I would expect a refund or replacement.

MiniMum97 Sat 16-Feb-19 20:47:25

I wouldn't necessarily expect a refund (although if it was that foul as to be inedible then I might). It is good customer service to offer a refund or alternative though. To not even apologise and just shrug is pretty poor.

OftenHangry Sat 16-Feb-19 20:49:34

When you cooked a dinner after a request for a creamy spinach pasta from DP/DH, you serve it and after few bites he/she says
"I am not fan of spinach tbh and it's too creamy. I want something different."

Do you:
1. Make something else
2. Hit him/her over the head with a pan and call your mate to help you hide a body
? 😁

Domestic version of refund/no refund

Iamtheworst Sat 16-Feb-19 20:50:22

I know none of the group were vegan but they ordered the vegan option. People do it because they are allergic to egg or intolerant to dairy. There’s lots of reasons and the cafe probably only carried option.
I bet they tried the one made with avacdo. Avocado had no place in desert.

Doilooklikeatourist Sat 16-Feb-19 20:56:45

Of course a vegan brownie Is going to be awful
Brownies should be full of eggs , butter and real chocolate
A vegan brownie is sunflower oil , beetroot and cacao ? 🤢
No refund

GlitterPixie Sat 16-Feb-19 20:59:33

YABU to expect a refund because you didn’t like the taste

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