Booked in for the wrong time?!

Your DH is a useless wet blanket though

I always call ahead to check my booking before I arrive a few days before hand in case of something like this

But yes very annoying for you and badly handled by them

I would have wanted a refund for their own mistake and would have insisted. Then had lunch elsewhere followed by the light trail.

But that’s not what happened. I would still complain but it’s difficult in that you accepted the status quo and had the afternoon tea.

Your husband is clearly a pathetic waste of space OP! Not requesting compensation for a day out which had been booked (and presumably paid for), since July, and ruined by the carelessness of the company that you'd booked with, is absolutely ridiculous! I'm not a great one for letting the man look after the 'little woman', but in this sort of scenario, where you are heavily pregnant, I would have expected him to insist that they find you a seat while he dealt with the matter. There is NO way he should have agreed to you having to entertain your two small children for 4 hours, and also miss the light show which presumably they were looking forward to, just because some idiot at the restaurant couldn't get their act together. Did he demand to see the manager? Did he actually do anything to sort it out, or did he meekly stand there agreeing with everything they said?

Email them (don't phone as you want a paper trail) tell them everything that occurred, and tell them what they need to do to make things right, ie, do you want a full refund, or would you be happy with 50% off the tea, and the price of the missed light show, plus costs of additional food purchased for the children because they could not wait, plus compensation for the inconvenience, spoiling a long looked forward to, family day out, and additional costs which were incurred? Put it all down in writing, DON'T let them set out what they are prepared to do. They are far more likely to pay out if you detail exactly what you want, rather than going back and forth, making an offer which you decline, etc.

If you're not used to making complaints, I recommend https://www.facebook.com who basically talk you through the whole process, and send reminders to ensure that the matter doesn't go on and on, or get forgotten about.

Good luck with getting adequate compensation, and also wishing you all the best with the delivery of your new baby. I hope your DH is a bit more supportive when you give birth, than he's been about this.

I think you’d be unreasonable not to complain. Why on earth does your husband want to leave it?

I have booked afternoon teas at all times (most recently at 1pm) and brunches also - whilst the afternoon tea would have traditionally been at a 2-4 slot, today the name references the format of the meal rather than the time.

Email customer services and explain you were told you would be heavily compensated and haven't been. You have the evidence of the confirmation emails and your receipt shows when you were served. It's unreasonable to expect a family to sit outside in the rain for 4 hours, when they made the mistake. You missed another event you have paid for and incurred extra fuel and parking costs. That's before you count the physical toll of having to come and go again. I'd be expecting a minimum of 50 percent discount but a good company would give you a full refund or the chance to return at a later date.

Inexcusable! Others had obviously booked the 12 slot as OP was told they were full. Totally not acceptable! Send an email.

@AnxiousTeacup

No

You should have been given at least a 50% discount and given the 4pm table!

How did you even manage to fill the 4 hours!!!

I would have told them they had two hours to go find a folding table and chairs and set you up for the 2pm one!

If you don’t get a refund I would do a chargeback on your card and explain the situation that although you did wait until 4pm, you did so under duress as they said they would not give a refund. The event was ruined though by the long wait and you didn’t enjoy it as a result. The contract was for lunch tea at 12pm and you didn’t get that so they didn’t fulfil the contract.

You are owed a full refund and you should not give up until you get one. That is incredibly poor customer service, they needed to find a way to get a table somewhere for you at 12, or offer you a full refund along with your seating at 4 if you wanted it. I'm so sorry your day was ruined OP.

I don't often suggest this, but name and shame them on social media/TripAdvisor etc, this is outrageous and you should be fully refunded.

I would definitely send an email and if you don't get anywhere with that, an honest public review somewhere often helps motivate them.
We shouldn't have to feel like desperate blackmailers but if a company can't be decent then we need to do what we can. I mean, it's not blackmail, it's just an honest account.

So why did the restaurant offer it in the first place? Your comments are totally irrelevant.

I honestly would have blown a fuse and I would have got a refund there and then. I would have caused a scene if necessary. They 100% need to give you a full refund. I would keep at it until you get it

I honestly would not have left. I would have insisted they do something or refund the booking.

100% their error and appalling customer service on their part. Send a formal complaint tomorrow and make sure it goes to head office/ manager / as high up as you can get (if a chain or something). That’s really shite, sorry. Oh and make sure you follow up if they don’t reply very soon

edited to add: if you don’t get anywhere or prompt reply email one of the consumer champion columns in the newspapers - even copying them in sometimes can be very effective

I know it's too late now but I would not have accepted this outcome of rearranging you for 4pm.
I presume the times available were 12pm, 2pm and 4pm. If 12pm was full, they should've rung the 2pm tables offering a discount to rearrange them for 4pm and accommodated you at 2pm, allowing you to attend the light show.

I agree!!

Was it Jimmy’s Farm? 🤔😬

I would ask for the owner’s name and phone number and/or be asked to be contacted. Just say, “I need to speak please to the owner for a personal matter. My details are -.”

Then on the phone to the owner/manager, explain what happened. Say you happy to follow up via email. I bet they are keen to wrap up this business. They will hopefully resolve some positive outcome. Time is what you won’t get back and they can never compensate you for this. But maybe a full refund or a re-booking all paid for, next year, is what they need to offer.

What a mess around.

Definitely official complaint to be made.

So you all missed out on your 4pm other booking too.

I'm normally for not complaining but I'd do it this time.

Loads of people book afternoon tea at lunchtime. I know I certainly have. When I went to the Ritz we had to go at 11.00 as that was the only slot available. I usually go between 13.00-14.00 for afternoon tea. A 12.00 booking with children is not unusual at all. The venue messed this up, not the OP. I actually think 4pm would be of the last sittings for afternoon tea, not a perfectly sensible assumption for a booking to be made.

If you have an email from them confirming it was booked for 12pm then kick off like hell and demand compentsation.