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Original poster

Booked in for the wrong time?!

82 replies

Kmward36 · 15/12/2024 20:29

I can’t work out if I’m being completely irrational (I am 8 months pregnant and very teary in general these days 🤦🏻‍♀️) ?!

Booked a themed Christmas afternoon tea for myself, my husband and 2 children (4 and 3). They were very excited - dressed in themed clothing etc. booked in July and paid for in full (£170) and confirmed date/ time on Monday. had email confirmation etc.

turned up at 12 today (after an hour and a half drive - we do live quite rural so this does happen with events) to be told we had the time wrong at it was in 4 hours time. Showed the email but they kept saying the spread sheet said 4 not 12. Eventually they admitted someone had made a mistake and we were booked in wrong. Every other time was full so we had to wait until 4. No option to return home as it was a ridiculous amount of travel for the children (and my back 😂). They said we were welcome to sit outside and wait for out table (in the rain). Couldn’t get a refund at the afternoon tea had been made up already but they did say we would be heavily compensated.

Told them I was very upset, long time for the children to wait around, we had a Christmas lights show booked for 4 and would have to miss it (no option for a refund as it was too late). Kids were very excited to see this character so we chose the tea over the lights.

returned 4 hours later (after a long boring wait trying to fill time). No mention of compensation and when we asked we got one free flat white…I don’t really think that’s heavily compensated. Tea was fine but kids had eaten a small lunch so didn’t eat much (they were starving so they had to have something) and were generally over it all.

I want to complain but my husbands saying let it go. WWYD??

OP posts:
persisted · 15/12/2024 21:12

Email in the morning explaining exactly what happened. Explain that they will compensate you and if you do not have a satisfactory response by close of play tomorrow you will be escalating it. They start paying attention quick enough if you start talking about how crap they are on social media.

I would expect everything refunded plus extra for the inconvenience.

Justkeepingplatesspinning · 15/12/2024 21:15

NobleWashedLinen · 15/12/2024 20:32

I can't imagine anyone books an afternoon tea at lunch time. I expect that when the booking was made someone confused the fact that thr booking was "for 4" ie 4 people and took that as being 4pm but that's a perfectly sensible assumption because 4pm is tea time and 12 noon is lunch time.

We've had afternoon tea at lunchtime and in the evening at places where their afternoon teas are the reason people go there. For a special Christmas children's afternoon tea I'd expect there to be probably a 12 noon, 2pm and 4pm sitting 2 Sundays before Christmas.

niadainud · 15/12/2024 21:16

I would definitely complain, but you might find you get offered completely useless "compensation" like 15% off a future afternoon tea.

devilspawn · 15/12/2024 21:16

When you spent £170 a free coffee seems ridiculous. For a start it inconvenienced all four of you, including 2 children, not just one person.

niadainud · 15/12/2024 21:18

NobleWashedLinen · 15/12/2024 20:32

I can't imagine anyone books an afternoon tea at lunch time. I expect that when the booking was made someone confused the fact that thr booking was "for 4" ie 4 people and took that as being 4pm but that's a perfectly sensible assumption because 4pm is tea time and 12 noon is lunch time.

Not that it's really relevant, but arguably any time from one second after midday until just before 6 o'clock is "afternoon".

Iwantamarshmallowman · 15/12/2024 21:18

I'd be wanting a refund.

stargazerlil · 15/12/2024 21:23

They said you couldn’t have a refund as they’d made the tea up already, the tea for 4pm that you should have got at 12pm. Tough shit for them, they should have refunded you as it’s not your fault they got the time wrong. It’s probably too late now, as you accepted what they gave you. You could try a very complainy email.

FitAt50 · 15/12/2024 21:28

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

Alwaystired23 · 15/12/2024 21:29

NobleWashedLinen · 15/12/2024 20:32

I can't imagine anyone books an afternoon tea at lunch time. I expect that when the booking was made someone confused the fact that thr booking was "for 4" ie 4 people and took that as being 4pm but that's a perfectly sensible assumption because 4pm is tea time and 12 noon is lunch 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.

itsmylife7 · 15/12/2024 21:29

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.

SkyBlue90 · 15/12/2024 21:34

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.

AnxiousTeacup · 15/12/2024 21:36

Oreyt · 15/12/2024 20:53

I remember booking breakfast with Santa when DDs were 2 and 4.

It was Breakfast first then singing with Santa.

Everyone was getting their breakfast and I looked round and some had even finished eating.

Kids were fed up. I asked someone and they asked someone else and I saw the shock on their face. I have autism and absolutely hate to make a scene I was so embarrassed as other people were looking at us.

Santa care out and the kids were being taking to stand on stage to sing by the parents.

Both DDs wanted to go and see him but I wanted to cry. I don't like going out as it is.

They brought our food out but then we had to go see Santa for a present so they gave dds a cupcake. This was 10 years ago now.

The men that run the farm have their own tv show and I won't watch it now 😂😂

I know it wasn't their fault but someone somewhere missed us out. It always seems to happen to me too.

I totally sympathise.!

Was it Jimmy’s Farm? 🤔😬

AnxiousTeacup · 15/12/2024 21:36

Hoppinggreen · 15/12/2024 20:40

They should refund the whole thing, email and politely request they do so

I agree!!

EmberAsh · 15/12/2024 21:39

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.

Localres · 15/12/2024 21:39

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

MissAmbrosia · 15/12/2024 21:41

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

Drfosters · 15/12/2024 21:48

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

m00rfarm · 15/12/2024 22:01

NobleWashedLinen · 15/12/2024 20:32

I can't imagine anyone books an afternoon tea at lunch time. I expect that when the booking was made someone confused the fact that thr booking was "for 4" ie 4 people and took that as being 4pm but that's a perfectly sensible assumption because 4pm is tea time and 12 noon is lunch time.

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

Onlycoffee · 15/12/2024 22:09

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.

OolongTeaDrinker · 15/12/2024 22:16

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.

YesThatsATurdOnTheRug · 15/12/2024 22:19

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.

Drfosters · 15/12/2024 22:27

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.

Jmmi · 15/12/2024 22:28

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!

Oreyt · 15/12/2024 22:31

@AnxiousTeacup

No

Prettydisgustingactually · 15/12/2024 22:38

NobleWashedLinen · 15/12/2024 20:32

I can't imagine anyone books an afternoon tea at lunch time. I expect that when the booking was made someone confused the fact that thr booking was "for 4" ie 4 people and took that as being 4pm but that's a perfectly sensible assumption because 4pm is tea time and 12 noon is lunch time.

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