Me and DH had a rare DC free afternoon a few days ago. Went to a local shopping center and decided to grab a bite to eat at a ''nice'' in store cafe in between the stuff we needed to do.
We ordered and were advised 15-20mins for 2 toasties as they were busy. We decided to go ahead, I went to collect a parcel a couple of shops over whilst DH stayed at the table. I came back 25 mins later and the food still hasn't come out, we were in a bit of a rush at this point - but they all seemed really busy so we decided to give it a bit longer. 35 mins in I walked up to one of the ladies and asked about the order, she said the wait is 30 mins for food but said she will check.
Came back another 10 mins later quite unbothered and said sorry but they are all out of the toasties we ordered and someone should have told us and asked if we wanted to re-select. We were quite out of time by that point so we just asked for a refund as we'd just spent 45 mins waiting for food and really needed to be on our way.
Cue another 5 mins later they couldn't find our order on the system and kept coming back to ask us what it was. By the looks of things they still couldn't find it another 5 mins down the line and one of the ladies proceeded to come over and dump £10 on our table in a £5 note and random change without so much as an apology - we paid by card btw.
We left and as we got out DH counted it all up and said the sandwiches were 6.25 each so she didn't even give a full refund. We were in way too much of a rush to go back and argue over 2.50 change as we wasted pretty much a full hour out of our afternoon and really needed to get some more things done before we had to collect DCs.
So we wasted an hour of our time, left hungry and got short changed. It's not a small independent shop but rather a large chain which supposedly has great customer service.
Now I really hate complaining but I think this was really poor on their part, WIBU to contact them and complain about the service?
Or should I put it down to them having a bad day?