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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:
BeNavyCrab · 15/12/2024 22:46

Email customer services and explain you were told you would be heavily compensated and haven't been. You have the evidence of the confirmation emails and your receipt shows when you were served. It's unreasonable to expect a family to sit outside in the rain for 4 hours, when they made the mistake. You missed another event you have paid for and incurred extra fuel and parking costs. That's before you count the physical toll of having to come and go again. I'd be expecting a minimum of 50 percent discount but a good company would give you a full refund or the chance to return at a later date.

maddening · 15/12/2024 22:56

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.

I have booked afternoon teas at all times (most recently at 1pm) and brunches also - whilst the afternoon tea would have traditionally been at a 2-4 slot, today the name references the format of the meal rather than the time.

ThatTealViewer · 15/12/2024 22:59

I think you’d be unreasonable not to complain. Why on earth does your husband want to leave it?

MadnessIsMyMiddleName · 15/12/2024 23:36

Your husband is clearly a pathetic waste of space OP! Not requesting compensation for a day out which had been booked (and presumably paid for), since July, and ruined by the carelessness of the company that you'd booked with, is absolutely ridiculous! I'm not a great one for letting the man look after the 'little woman', but in this sort of scenario, where you are heavily pregnant, I would have expected him to insist that they find you a seat while he dealt with the matter. There is NO way he should have agreed to you having to entertain your two small children for 4 hours, and also miss the light show which presumably they were looking forward to, just because some idiot at the restaurant couldn't get their act together. Did he demand to see the manager? Did he actually do anything to sort it out, or did he meekly stand there agreeing with everything they said?

Email them (don't phone as you want a paper trail) tell them everything that occurred, and tell them what they need to do to make things right, ie, do you want a full refund, or would you be happy with 50% off the tea, and the price of the missed light show, plus costs of additional food purchased for the children because they could not wait, plus compensation for the inconvenience, spoiling a long looked forward to, family day out, and additional costs which were incurred? Put it all down in writing, DON'T let them set out what they are prepared to do. They are far more likely to pay out if you detail exactly what you want, rather than going back and forth, making an offer which you decline, etc.

If you're not used to making complaints, I recommend https://www.facebook.com who basically talk you through the whole process, and send reminders to ensure that the matter doesn't go on and on, or get forgotten about.

Good luck with getting adequate compensation, and also wishing you all the best with the delivery of your new baby. I hope your DH is a bit more supportive when you give birth, than he's been about this.

friendlycat · 15/12/2024 23:45

I would have wanted a refund for their own mistake and would have insisted. Then had lunch elsewhere followed by the light trail.

But that’s not what happened. I would still complain but it’s difficult in that you accepted the status quo and had the afternoon tea.

KittenPause · 15/12/2024 23:52

I always call ahead to check my booking before I arrive a few days before hand in case of something like this

But yes very annoying for you and badly handled by them

KittenPause · 15/12/2024 23:53

Your DH is a useless wet blanket though

Bigearringsbigsmile · 16/12/2024 00:00

Is it just me boggling at £170 for sandwiches and cakes for 2 adults and 2 children????😲😲😲😲

Absolutely definitely complain vociferously!!!

cherish123 · 16/12/2024 00:04

Can't vote as it depends if it is your fault or theirs. There must have been something else to do in the area. I know it's annoying.

SomuchtodoandhereIam · 16/12/2024 00:07

cherish123 · 16/12/2024 00:04

Can't vote as it depends if it is your fault or theirs. There must have been something else to do in the area. I know it's annoying.

But it’s clearly theirs?

Pipconkermash · 16/12/2024 00:13

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.

Is this a failed attempt at snobbery?

It’s common (and eminently sensible) to have afternoon tea at lunchtime now. What sort of Tudor glutton wants lunch, stacks of afternoon tea at 4, dinner at 7 and supper at 9?

nodramaplz · 16/12/2024 00:37

Their fault! They need to fix it, compensate!
Regardless of who eats what when in an ideal world, this is What was on offer, this is what suited you, this is what you booked, they couldn't provide the service you booked and paid for therefore needed to refund!

MikeRafone · 16/12/2024 05:29

KittenPause · 15/12/2024 23:52

I always call ahead to check my booking before I arrive a few days before hand in case of something like this

But yes very annoying for you and badly handled by them

It was all confirmed on the previous Monday by email

Simonjt · 16/12/2024 05:37

Pipconkermash · 16/12/2024 00:13

Is this a failed attempt at snobbery?

It’s common (and eminently sensible) to have afternoon tea at lunchtime now. What sort of Tudor glutton wants lunch, stacks of afternoon tea at 4, dinner at 7 and supper at 9?

Show quote history

I think its just pure stupidity

SulkySeagull · 16/12/2024 05:42

@NobleWashedLinen but yet the place was full at 12.

adorablecat · 16/12/2024 05:43

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.

Twaddle. I had afternoon tea at Betty's at 1030 am the other day and it was delicious.

RhaenysRocks · 16/12/2024 06:34

KittenPause · 15/12/2024 23:52

I always call ahead to check my booking before I arrive a few days before hand in case of something like this

But yes very annoying for you and badly handled by them

She did. She had the email confirming the right time.

RhaenysRocks · 16/12/2024 06:35

cherish123 · 16/12/2024 00:04

Can't vote as it depends if it is your fault or theirs. There must have been something else to do in the area. I know it's annoying.

Did you not read the OP? She had a confirmed time via email at 12.

Ger1atricMillennial · 16/12/2024 06:36

Email OP.

I booked a xmas lunch at 12pm on XX/XX confimed on XX/XX as per attached email. When we arrived there was a mistake with the booking and we were told to return at 4pm.

This was inconvient for us as we had further bookings, we had travelled for over 90mins to make our 12pm booking, and I am 8 months pregnant. We were informed that we couldnt be seated out our booking time, we couldn;t get a refund but we would recieve compensation when we returned at 4pm we got a flat white.

As a result of this mistake we also missed out on our other activity that was booked at 4pm.

I am incredibly disappointed at the service that we recived. It was unreasonable for a visibly heavily pregnant woman and two small children to be expected to wait 4 hours as a result of the poor processes of XXXX.

Due to the above circumstances I am requesting a full refund for our experience.

Yours etc.

Facts first feeling next and expectations last. It is unreasonable that they couldn't fit you in at around the time you booked in as it was their mistake. Any decent business who is charging 170GBP would value customer experience.

If they decline, escalate to a parent company (find a ceo website worked for me) or post online.

Barleycat · 16/12/2024 06:44

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.!

Sorry I don't understand this. Which farm? Sorry your dc were upset though.

Roselilly36 · 16/12/2024 06:50

I would definitely complain OP, what is the point of booking a time if they change it without notice.

Lougle · 16/12/2024 07:34

Barleycat · 16/12/2024 06:44

Sorry I don't understand this. Which farm? Sorry your dc were upset though.

Edited
Show quote history

@Oreyt was not given the breakfast, they moved on to the post breakfast Santa activity, the mistake was realised and breakfast was given, but by then the children had eaten cupcakes so weren't hungry. @Oreyt has ASD so was very embarrassed that there was a scene.

twentysevendresses · 16/12/2024 07:35

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.

Spectacularly missing the point! 🤦‍♀️👏🤦‍♀️

Oreyt · 16/12/2024 07:42

@Barleycat

Which part don't you understand?

User364837 · 16/12/2024 07:50

I would definitely follow this up in writing. You easily could have not made 4pm as you had other plans, and it completely disrupted your day and spoiled the experience. You are out of pocket on your light trail.
Completely their mistake and I would’ve gone a bit nuclear at 12 and said they have to fit us in as we have come at the time we were booked and the time that was confirmed by them!
Get on the phone/your email this morning! 💪