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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to be peeved at ASK poor customer service?

20 replies

Amyksays · 08/12/2016 12:28

Booked for whole family to go to ASK, we were going into city to see Christmas lights. When we got there it was closed, with a note on the door - but no one had contacted me. Hungry kids, been promised pizza... managed to squeeze into another restaurant that was fully booked, Friday night. No pizza, bit disappointed, but all good.

Messaged ASK when I got home on Friday - they didn't contact me until Wednesday afternoon!

I'm fine with they had to close - shit happens, I'm almost fine with not letting me know - I guess there was a bit of a panic. But to leave it another five days?!

They were not particularly apologetic, they have no customer service at the weekend, she got the message Monday but had a lot of emails as she'd been on holiday- couldn't have made me feel any less important! See that they have a Mumsnet gold award, but I'm never going there again. She tried to make out that 5 days was perfectly reasonable. I'm pretty peeved, AIBU?

OP posts:
BeautyGoesToBenidorm · 08/12/2016 12:30

What were the circumstances of the sudden closure?

Original poster
Amyksays · 08/12/2016 12:34

The fire officer said they had to - like I said, fair enough. They had my mob number and email, but I wasn't contacted.

OP posts:
Chewie1986 · 08/12/2016 13:16

What is ASK, why did it close and how much before you turned up did it close?

SantasLittleMonkeyButler · 08/12/2016 13:22

I would be quite cross that they had been operating a restaurant against Fire Safety Regulations (if that is what happened). Were they closed down following an inspection or had there been an incident requiring them to ask the authorities for an opinion?

Also, yes, had the closure happened on that day or on a previous day? If on a previous day, I would have expected anyone who had left contact details to be contacted in advance.

Have they even offered you any sort of voucher for a future visit?

NancyDonahue · 08/12/2016 13:23

This happened to us after a 30 minutes drive to the ortho in another town. Parked in pre-pay car park which was 15 mins walk away. Discovered a sign on the door saying they had to close due to water leak. I was so annoyed that they hadn't bothered contacting me. I took to calling in advance after that to check they were open! Things like this happen but there should be a system for contacting customers.

flipflap75 · 08/12/2016 13:26

For what it's worth, I complained to ASK's central customer services a while ago when it took 35 minutes to come to take our drinks order. Got a £20 gift card, so if you contacted the restaurant rather than the main customer services, I'd try the main one.

Original poster
Amyksays · 08/12/2016 13:26

Oh - ASK Is a chain of Italian restaurants, I believe they were told lunchtime and my booking was 5pm. Being Friday we were lucky to get in somewhere else - but we were lucky, so that's all good. I'm just amazed by their attitude- I'd have thought the whole front of house team would be responsible for customer service, but apparently it was one person who was holiday.

OP posts:
Original poster
Amyksays · 08/12/2016 13:32

They offered 2 free kids meals, but tbh they have a regular voucher offer for that anyway, and I'm too peeved to take them up on it.

I'm not concerned about why they closed- it was a nearby building that had a problem, and they were told to close for safety- fair enough.

5 days, though, really?! That's not reasonable, is it?

OP posts:
Original poster
Amyksays · 08/12/2016 15:14

I should suck it up, shouldn't I? I have overly high expectations. Ok, onwards to Christmas!

OP posts:
britbat23 · 08/12/2016 15:21

Exeter, I presume?

Original poster
Amyksays · 08/12/2016 16:12

Yup, so plenty of other places with a better attitude!

OP posts:
Dahlietta · 08/12/2016 16:44

You wouldn't be unreasonable, except, it's ASK! I quite like ASK as it happens, but I've had some of the worst service of my life in a variety of their restaurants.

AppleMagic · 08/12/2016 16:53

I don't think you have overly high expectations and I've worked for a similar chain. They should have phoned you in advance, and if for whatever reason that was impossible should have apologised more for the inconvenience. I also don't understand why the duty manager couldn't have called you as soon as it reopened. I expect a complaint to head office would get you further.

DameDiazepamTheDramaQueen · 08/12/2016 17:06

I would never eat there after a bad experience a few years ago.

I went with a friend and we had 2 salads plus drinks. My friend paid with cash(£12) and I put my card down and signed without double checking- stupid mistake on my part. When I got my visa bill through I realised they'd charged me for both salads and taken my friend's cash as a tip.

Who the hell would leave a £12 tip for two salads ffs!

ShelaghTurner · 08/12/2016 17:18

A family member got the most God-awful food poisoning from Ask. She was totally laid out for a fortnight and took a long time to completely recover. They couldn't have given less of a toss.

The80sweregreat · 08/12/2016 18:30

shelagh your friend should have reported them to the environmental health. I know that things happen but if she could prove it was from their restaurant then they would look into it.
It has gone a bit down hill over the years - same owners as Pizza express which has surprised me as I didn't know they were sister companies! It was bad that they didn't contact you till days after wards but doesn't surprise me. A chain like that are not as customer friendly usually as an independent place might be.

TeddyIsaHe · 08/12/2016 18:35

You're not bu at all. Every restaurant I've worked in, if anything changes to a service the first thing we do is call the customers to let them know. It's standard practice, and very poor form from ASK. Chain or not, they still need people coming in. I would take it higher personally, but I'm petty and on Maternity leave so have lots of spare time at the minute!

RufusTheSpartacusReindeer · 08/12/2016 18:39

Last time we went to ASK i had these cheesy ball things for a starter

Popped it in my mouth and chewed and discovered that it had pepperoni in it...i dont eat meat

Waiter very sorry, got me a new one. I cut it in half

And guess what

Pepperoni!!!!

Then the waiter asked would i like another one Shock its not fucking Russian roulette mate!!!!

Everyone had finished their starter as well Sad

Havent been back

Now its not the end if the world me chewing and spitting out meat (which i havent eaten since i was 9!!!!!), worse things have happened at sea etc. but dd has a peanut allergy and how can i trust them to get that right?

Ellieboolou27 · 08/12/2016 18:43

Most complaints are given the standard 7 days to respond. Ask is awful I really don't get why they are so in demand.
Yanbu to complain but yabu to go to ask Grin

Original poster
Amyksays · 08/12/2016 19:33

Had no idea had such a bad reputation, thanks for the feedback! Part of the reason I booked was as 3yo dd is lactose intolerant, and it was easy to quickly look up their kids menu online, and prep dd with what she was having to avoid meltdown over ice cream Smile. That added to the hassle of changing restaurants at the last minute.

Normally go to local pubs, will stick with that in future!

ASK just really made out that 5 days was perfectly reasonable, started to question myself Confused

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