CASA GAÏA — Restaurant in Bordeaux

Awful experience from Casa Gaia front of house staff who accused us of dishonesty because the restaurant hadn’t received our takeout order through their clunky dysfunctional website yesterday. Even though we had email confirmation, payment confirmation and my partner even showed him the bank transaction taken from his account!

Mistakes do happen, technology isn’t perfect. But we were patient, kind and understanding about the issue, willing to wait a little longer for food to be prepared, we didn’t kick up a fuss, the sun was shining. We didn’t think it would be such a problem, just resend the order to the kitchen right?

But no, He wanted more proof, he treated us with contempt, hostility and suspicion. He went on to accuse us of cancelling the order or ordering through a fake website!. When my partner showed him the email confirmations and banking transaction on his personal banking app, THE STAFF MEMBER TOOK THE PHONE AND SCROLLED THROUGH MY PARTNERS PERSONAL BANKING APP AND STARTED PUSHING BUTTONS TO NAVIGATE WITHIN IT!

HELL NO!

I’ve worked in service for years and as anyone who has knows, you would have been fired for treating customers like this. Even if you had suspicions, it’s not acceptable to treat customers this way. You must always try to use professionalism to handle the issue and find an amicable solution. Shocking behaviour!

We eventually though begrudgingly received the food after more waiting and side eye.

He gave us some “complementary bread” which was black burned, stale and hard. It looked like it had a bite taken from it too (leftovers)

As he handed over the food he said he has nothing to apologise for because it was the apps problem and this had never happened before. Understandably it’s unusual but you blamed us for it without reason! And then went out of your way to make sure we knew you weren’t sorry. So hostile! Shame on you!

Food was mediocre for the price. €28 for a falafel bowl, kefta with overcooked lukewarm veggies and a boiled egg on kimchi. We should have just walked out but I knew he wouldn’t refund us. The whole experience left more than a bad taste in my mouth it was hard to enjoy the food because of the hostile experience.

avoid avoid avoid! There are so many fantastic restaurants locally sourcing their produce in this area that respect their clients as much as their food and take great pride...

IN RESPONSE TO YOUR RESPONSE: Casa Gaia, I didn't have an issue waiting but I felt like waiting over an hour for our food with no response as to why our food was taking so long until I asked about 5 times is the issue. I understand it was a full house but communication was lacking. Tables beside us were upset too. I didn't like how I was communicated with - it was condescending and it was rude. Also, your staff were not honest about why the food was taking so long. that's deception and I don't appreciate it. Your response is as lackluster as your staff's communication.

ORIGINAL REVIEW: Hi, I was at your restaurant on Sunday March 16 for brunch at 13h. I didn’t have a good time. The drinks were awful, which were replaced but it took ages. The food - we waited 1.5 hours! When we asked our server she said it was a full house and shrugged. I asked her when our food was coming and she said hopefully soon. We later found out from another server there were issues with the wooden oven or stove? Why weren’t we told this earlier? I would have ordered something else or left. We were starving and ended up in really bad moods because we were hungry and sick of waiting . We had three servers and all were varying degrees of condensation. The food finally arrived - after several people who arrived after us got theirs - and it was delicious. But the service leaves little to desire. I won’t be coming back or ever recommending this place to my friends, which is a shame bc it came highly recommended by trusted sources such as le fooding. I am so...

Ordered online for take-away, never had such a bad experience in my life.

When I arrived, they said they haven’t received my order, which can happen with technology, but I was more than understanding and patient to wait for my food.

However, the server was insistent that I must have used “fake website” or lied and made the whole thing up. I showed him 2 email confirmations, which wasn’t enough. He left us waiting. After he came back with no idea how to resolve the situation, he accused me of lying about the order, saying that the amount I payed doesn’t correspond to any food of the menu, which was easy to disprove. He still however wasn’t convinced, so I showed him my bank app charge. He insisted that I must have cancelled the order. He took my phone and clicked “back” in the banking app and proceeded to look through my personal banking app. Shocking!

He begrudgingly accepted our order without apology and after more wasted time, when we finally received our food, with “complementary” 2 slices of black burnt, stale bread, one of which was bitten. The food was disappointing and not reflective of the price paid. Before we left he handed us the food and said he had nothing to apologize for as it was the app. But all it would have taken was some professionalism on his part to acknowledge mistakes happen. Not...