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

Bonkers policy, really unfair and unreasonable to guests.

It is a very considered if lengthy email so I would think there is more than an element of truth in it.

Anyway your policy is beyond unreasonable so your business is in the wrong.

And in terms of written response, you apologise for the poor communication by your staff which led to the confrontation on the evening, say you can’t comment on the actions of your staff member as you weren’t present but apologise that the customer was upset, offer the cash and say you hope they’ll feel able to give you their custom again in the future. Save face and don’t get into a he said/she said.

Are you in the UK.?

I think what you’re doing is highly illegal as a deposit can only be taken in specific circumstances and what you appear to be doing is money laundering as you’re taking their cash and giving them vouchers in return.

Apologise, refund the customer in full and hope she doesn’t report you to Trading Standards.

That’s a terrible policy.

If you require them to pay a deposit, you need to allow them to actually be able to reclaim that deposit.

Which means letting them run a tab at the very least!

sounds like money laundering, taking cash and handing out vouchers. How on earth can you run a business when you cant even solve a simple customer complaint?

I hope the complainant reports your business to Trading Standards.

OP,

Agreed that there is a minor mistake in the email you quote. As recounted there, the person who paid the £50 deposit then used £30 of vouchers for drinks. So assuming she will let the remaining vouchers go to waste, she is out £20, not £50 as stated in her email. But this is trivial in the scheme of things.

The audacity of your deposit scheme is breathtaking. I agree it is probably illegal and should be reported. Even though a table would ordinarily just apply their £50 of vouchers to their meal, I cannot see the point. Why not just do what every other establishment does and only take the deposit in case of a no show?

I am another who would like to know what your establishment is so I can avoid it.

Refund £50, apologise, fire the manager, change the stupid policy.

I'm reminded of that famous Onion headline. Paraphrasing, it went something like: '"absolutely no way to prevent this happening", say people from the only place this ever happens'.

Your policy is shit, you are bad at both business and technology, and you need to fire your manager.

Just refund stop being so awkward & stop making it all so unnecessarily complicated

Any scenario where the deposit is not simply deducted from the final bill - whether for food or drinks - is bizarre and shit.

I'm surprised the restaurant has any customers, even if the staff are lovely.

So you're quick to say your manager isn't a liar. Therefore your other staff member who said he authorised the cash refund and also the customer are liars? So two liars and one truth teller. Interesting...
Your policy is appalling by the way and I suspect not legal

Even if you don't believe it happened, you have no business keeping £20 of customer's money. Ask her to come in to exchange the £20 voucher she still has left for cash.

The voucher system is absolutely ridiculous and makes no sense.

I would be absolutely amazed if it was legal to take a security deposit and only refund it in vouchers. I hope the lady takes advice from Citizens Advice.

Well your policy is awful. Time to change to giving the deposit back when they show up.

But by providing vouchers they can use to pay, it is basically the same thing.

Its clearly not the same thing because happened. If people pay a deposit in cash and then turn up you need to refund them in cash, not make their life hard work.

He is claiming none of it happened.

He's claiming not to have spoken to this customer? He's lying. Nobody would make up such a specific story.

I think your deposit scheme is overly complicated and potentially illegal.
Her deposit should be returned in the way it was paid to avoid money laundering. So back to her card as she paid over the phone.
I'd refund her remaining £20 back to her card, apologise for any confusion and suggest she keep the £20 vouchers as a goodwill gesture (doubt she'll be back to spend them).

What an absolute shit show of a policy and customer service. Give her the bloody refund right away because your policy is so awful, and apologise profusely, and then you can work out whether the manager needs to be disciplined as a separate issue.

For once I really hope this is a reverse/troll/wind up, because it's such terrible and clueless running of a place.

Your voucher policy is a total con.

Have you got CCTV? I am inclined to believe the customer. She has been largely flattering to your pub and she doesn’t sound like someone after a free lunch.

I’d watch your manager closely.

There are some absolutely bonkers comments here about money laundering. I don't even know where to begin with those.

Anyway unless your policy of giving vouchers instead of cash back once the customer turns up to take their table is VERY CLEARLY stated to the customer prior to them making the booking, the policy is ridiculous and unfair. In my (fairly informed - it's my area of law) opinion it would be a breach of consumer protection law.

Leaving aside the law, I can't quite understand why there is any hesitation about apologizing to this customer - who doesn't sound unhinged and whose email seems quite reasonable - and just refunding her £20. And in future either changing the policy or making it very clear to customers what it involves, before they book, and preferably in writing.

Change your policy immediately as it is illegal!

I hope she leaves an honest review so everyone is aware of your con

Your policy is terrible and potentially illegal! Apologise, refund and compensate!

That's not what money laundering is, the policy is nuts but it's not ML