What do you think would be an appropriate response/rectification to this email?

[intheguf]

Hello,

I’d like to make a complaint. I booked a table for ten people at your establishment for 8pm - Saturday, 18th June. I paid the 50 pound deposit over the phone and I asked the woman how the deposit is paid back, she replied that it would be paid back in vouchers to be spent in your establishment. I’d asked if there was any chance I could get it back in cash as would be simpler for me. She replied that she would ask her manager, which she did whilst I was on the phone, and the manager said that it was fine to pay me back cash.

Turned up on the night, all fine, table was fine etc. Went to the bar and asked about deposit at which point was given vouchers. I explained to the girl behind the bar that I was to get cash. She said she remembered speaking to me on the phone and fetched the manager.

I’m not sure of the managers name, but he was wearing a white shirt and had an ear piece in and I think his name begins with ‘A’ but could be wrong - he stated he was the only manager of your establishment. The manager came over in a really aggressive manner and denied that he had ever agreed to give me my deposit back in cash even though the girl behind the bar confirmed that she had taken the phone call and he had authorised that. I said to the manager that if he didn’t authorise it then he needs to speak to his staff about giving out misinformation. At this point he came close to my face and said ‘what do I need to tell my staff?’ and repeated this several times in a really aggressive manner. I felt very intimidated and uncomfortable to the point I just agreed to take the vouchers as I dislike confrontation and just wanted the situation to be over. I used 30 pounds of the vouchers and am now left with a 20 pound voucher which I won’t get the use out of due to the fact that I won’t be returning to your establishment after this experience.

If your policy is to return deposits via vouchers then that is fair enough, but it should have never been agreed to if that is the case. Your manager made out that I was a liar along with his member of staff that was serving behind the bar. That along with his aggressive mannerisms and the way in which he dealt with a paying customer is totally unacceptable. I left shortly afterwards as I felt so uncomfortable. If cash deposit return hadn’t been agreed then I could have booked elsewhere or worked something out with my group. However, I’ve now been left £50 out of pocket due to this.

It was my 30th birthday and I really just wanted to celebrate with my friends and this really put a dampener on the night. I am so disappointed as I have only ever had great experiences with your establishment but the customer service I received last night is the worst I have ever experienced unfortunately.

Kind regards

Like other, I read this assuming you were the customer, not the owner! Obviously you refund the deposit via the original method - anything else reeks of a scam - and apologise to the customer, before amending your ridiculous policy.

He is claiming none of it happened. Waiting on other staff member calling me back.

Oh ffs. Manager Apple clearly doesn’t fall far from the tree. Your policy is completely unreasonable and unfair. It should be returned in cash if it’s not going to be put towards their bar bill.

I’m really surprised you’ve not had more complaints to be honest.

Ok but as the owner it doesn't actually matter what the manager did or didn't say about the matter, you have the ability to override it and return her £20.

You also need to talk to your manager about their terrible customer service because under no circumstances should they aggressively be getting in someone's face

You should also look at the frankly ridiculous policy you have in place. People pay the deposit in cash, they should get it back in cash or off the bill

This system is crazy - you should return the deposit onto the card on which it was paid once you are satisfied that the minimum drinks purchase level has been reached.

Did you ask the other member of staff for their side of the story in a manner where they felt safe to respond honestly - ie - is your manager a bully and would the staff who work under him stay quiet out of fear?

I'm sorry but it is deducted off the bill if for a sit down meal. However, as the customer has to pay for each drink at the bar then there is no way to do this. But by providing vouchers they can use to pay, it is basically the same thing.

It’s really unfair that a place such as yours @intheguf seems to be ticking over so nicely that they can afford to give such shoddy customer service when other pubs/ bars that have great service but can’t stay afloat.

How do you do it op? Are you Mr Wetherspoons?

It really isn’t. Its a terrible policy and I’m amazed more people haven’t complained. Reeks of scam.

If they're coming in for drinks there's no need to force them to pay £50 to reserve a table. Either there's a table free or they drink at the bar, surely?

IT IS NOT THE SAME THING!!!

Your original OP is so misleading, no wonder you and your staff seem utterly confused and don't seem able to operate a fair policy. What would usually happen when your staff take a 'deposit'?

If it was my business (and I have worked in hospitality and customer services) I would contact the customer, apologise profusely, immediately offer to refund the £50 cash and advise her to keep the vouchers by way of apology.

And I would improve my staff training by 100% and have a clearly written 'policy'.

I

1. Refund the full deposit amount (or at least the £20 not used if the business is hard up) and apologise to the customer.

1. Change your policy, so that deposits are refunded as would be expected.

1. Speak to both members of the team and investigate the incident. It seems like communication isn't great at the very least, and your manager is potentially rude & aggressive.

You take a £50 deposit to cover a table and the bill doesn't even amount to £50? I've only ever paid a £10 a head deposit which has been taken off the bill at the end- maybe £25 a head at Xmas...

I'm surprised you have any customers but suspect you have few repeat customers...

But the staff member the customer spoke to on the phone corroborated what she said, by confirming the manager did indeed agree to give the deposit back in cash. For me it would be an honesty and integrity issue. Your manager is clearly lying.

Check your cctv to see if there was a confrontation

I sincerely doubt anyone would go to that level of detail to complain unless it was genuine.

Just sort it out. You’re very sorry to learn what happened and that it spoilt her birthday celebration, and you have refunded her deposit.

Could well save you £5k in cancelled bookings following a bad review.

This!

It really isn’t as your customers complaint clearly shows if one person pays the deposit and doesn’t spend £50 on drinks then they are left out of pocket or forced to return.

do the right thing, refund her money and change your policy.

Ffs OP, you have a whole thread of people telling you it is a shitty policy. You really need to rethink it, as if I saw this review on social media it would absolutely mean I wouldn't come to your place. Ridiculous

Are you really interrogating all your staff over £50? . Just get in touch with the disappointed customer immediately and return the money. You will got lots of negative feedback on Trip Advisor etc so do the right the thing.

And maybe tell us where this establishment is so we can avoid it.

You will have lost £50 profit already by all the time wasting going on.

That's a bloody awful policy and one I have never come across before. For good reason! Refund of the deposit should have been cash it back onto customer's card, however she paid.

Sort out your policy.
Investigate cctv etc.
Take what they say with a pinch of salt as emotions running high so if manager got a bit shirty then this could have been interpreted as shouting in their face.
Offer meal on the house for complainer and 1 guest.

How can you 'own' a bar/restaurant - whatever it is - and be so clueless on basic customer service?

I manage a charity shop and my volunteers know how to offer better customer service than you appear to.

Christ you dont deserve to be in business frankly. If you want to charge to reserve a table, take the card number with an authorisation to charge say £20 (ffs £50 to reserve a table) if they turn up you cancel the authorisation. If they don't then you've got your reservation fee.

And make that bar staff the manager - she sounds much more customer focussed.

Well this customer is owed the deposit back in cash as she’s never returning so you at the absolute bare minimum need to refund the money.