Rond & Heerlijk — Restaurant in Dresden

First of all, it's a stylish restaurant. And I have to mention the service lady, she's kind and friendly. But unfortunately I had bad experience here which just triggered me the whole evening.

Everything was quite good until we paid and started to leave. Since it's a "self-service-online-order&pay" system,I paid on my phone by Alipay as it's one of their options.

But when we were about to leave, the staff stoped us and asked us if we had paid. I showed them "transaction-successfully receipt", and there was a male staff saying we need to pay again just because he hasn't receive the money.

I refused to pay AGAIN since it showed "transaction-successfully" on my phone. Afterwards, he talked with me with the critical voice as if he thought we wanted to run away from the bill. I tried to explain and prove while he insisted to ask me to pay again or he called the police. Unfortunately I only had 6% battery on my phone and I had to ask if other customers if they have iPhone chargers otherwise I couldn't prove myself when the police came.

In the end the police suggested me pay them again first, if I don't get refund by Alipay, I could come here again for the refund. We agreed,as there is no need to get myself a lawyer for justice just because of 10euro.

And It took me literally the whole evening trying to contact with Alipay's service and get the refund back. According to them, their explanation was: the transaction was successful, and the money was paid. But Alipay was just a "third-party service", especially it's not as international as Applepay, so It took 1-2 days for the money to the merchant's.

So here is my point: as a customer, I did everything right. I tried to order online at their system, I paid with the methods they offered, I even tried to leave tips. BUT once there was a problem, it's always customer's fault.

I NEED to be hosted there waiting until the police come. I NEED to spending my time to contact Alipay even though they offer this payment method. The most important thing is that, I NEED to suffer the judgement that they thought I didn't pay. But the fact is, YOU as the restaurant, YOU are the partner of Alipay. If my transaction was successfully and you didn't get the money, It's YOUR problem with Alipay, NOT MINE.

And as I was told It's not the first time the restaurant have problem with Alipay, then I would SUGGEST this staff , if you have problems with it, just LEARN IT or simply don't let people pay with it. Don't try to throw the problems and troubles to the customers, we don't owe you anything.

Still I would say, I feel triggered today and I'm not "proud" of writing this down as the restaurant has lovely vibes and the service lady is nice and she even tried to pay it personally with her salary and asked us to give her back once we received the refund. Of course we couldn't let her do it, but on the other hand, if the other staff could be as gentle as her, it could lead to a different situation that no one get triggered no one called police. But instead he's...

Be careful when ordering vegan option, user interface in their application is quite misleading. When you select vegan option it still proposes you non vegan ingridients and a base. Also for a base the information that it is not vegan is hidden. In our case we had to pay for food we could not eat, because apparently it is our fault for not seeing the hidden note about non vegan base described as "classic!" wheat base, even thought pancake we picked was described on the first screen as vegan.

update, after owner's replied:

Yes, that "i" button is hidden and this is worse part of your UI. Im just giving a suggestion, because it was misleading for all my friends, not only me, so you will have more unhappy clients if you dont change the flow. If people choose vegan option through UI as the main one, you shouldn't propose non vegan ingridients.

You say classic means with milk / eggs, but it depends on a culture, right? In my country classic is with wheat, water and salt only. As a tourist how I should I guess what the classic is in your country?

You also say I should ask someone for help, but how could I know that UI will hide things from me? Everything looked ok till the moment I got the order.

Yes, I paid for the dish I ordered and didnt eat, because your UI (basically your service) is misleading. I cant get my money back, but at least I can leave a...

Good: Tasty food Nice and colorful interior A convenient ordering system

Bad: Both meals we ordered with extra ingredients did not have them

Verdict: The restaurant is so close to being a perfect place and yet so far. It's way too important for me to be relaxed and get what I pay for, hence I cannot really recommend the place. If you go, pay extra attention to that or just order something simple

P. S. As a response to the answer by the restaurant - yes, the whipped cream was added and it wasn't an issue, but I can't agree on the other point. If there is a meal with bacon and you can add extra smoked pork belly to it, then the argument that smoked pork belly is really bacon doesn't make any sense - why use two different terms if it was the same thing? Google images also show something entirely different when searching for "smoked pork belly", try it yourself.

Regardless, this is a good indication of disadvantages of the ordering system employed at the place. Talking to a human, no confusion of such kind (likely caused by a mistranslation in the English menu) would happen. Overall, we left the restaurant unsatisfied and I cannot recommend it in good consciousness to others given that I would not come back...