The most blatantly racist and appalling service in Somerset award goes to Flip Out Somerset!
My daughter's birthday party which is a fortunate event, had started out well but was unfortunately ruined by the blatantly racist and undermining actions and inactions of the blonde-ginger-kohl-lined-eyes female staff at the food section at Flipout in Wellington Somerset today, 29/6/2024 between 2-3:20pm.
The day started so well at 12 noon that my son was already asking within an hour if he could celebrate his next birthday at Flipout as well, but this would definitely never happen in any Flipout establishment ever again!
My daughter went to refill the squash jug and she was made to wait until all other customers who came after her had been attended to, even though she was second in line at a particular service point and the person ahead of her had been served, the staff member left the point to serve new customers that had just walked up to another point and proceeded to serve them all before returning to refill my daughter's jug.
We ordered pizzas, was told would be ready after 20 minutes, went back after 25 minutes, told would be another 15 minutes. Took this in our stride and waited. Added an extra 5 minutes to the time and went to the till to pick up our order, only to be told it was not even being prepared yet! So, we had made an order and paid, but 50 minutes later was still not even being prepared yet despite being told would only be 20 minutes the first time, and now being made to go back and wait another 15 minutes.
It was very obvious we were being treated poorly and with disdain due to our race, as other customers who are "white" that made orders after us all received their meals, a few even finished eating and left whilst we were still waiting for ours.
The obvious reason for this can only be that we are "black" and not "white" like the other customers who were repeatedly prioritized over us despite us making orders or arriving at the till before them. This was our experience with a blonde-ginger-kohl-lined-eyed-female-staff at the till, who eventually had to call a supervisor. The supervisor surprisingly struggled to comprehend what the problem was as well and unable to help, but no apologies offered for the obvious apparent intentional delays. The manager was called, he did confirm our orders were received over 50 minutes ago, never got processed, but he would have to confirm if it was being made now. The order then took another 10 minutes to be ready, which was a surprising turnaround time as this made it very clear that our order could have been made ready sooner.
My daughter and son were crying as they could see the encounter from the dining area above the till area, whilst their friends watched helplessly as they all couldn't understand why we were being treated differently. This obviously put a dent on the fun the group were having, which the remaining guests made a brave effort to make better by cheering when the pizza finally arrived, bless their pure hearts.
The manager made a refund for the cost of the pizza. He also offered complementary ice cream for all which we declined as what we would have really liked was to leave the pizzas made untouched and get out of what had become a hostile environment immediately but reconsidered the fact that we had a good number of famished young guests in our care and whose parents would have expected they would not be picked up unfed with the smallest of food at the very least. If it were just our family in the outing, we would have walked out never to have anything to do with such a place in the future!
Our family has never been treated so differently and unfairly, disrespected, and involving our children, without any other obvious reason but being of a "black" heritage. It was the most unpleasant experience in our few years of living in...
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