Boojum - Lisburn Road — Restaurant in Belfast

Terrible Customer Service Experience

Date: Sunday 31 March 2024 Time: 20:35-20.45pm approximately. Branch: Boojum, Lisburn Road, Belfast.

I had a terrible experience with one of the staff at Boojum , Lisburn Road, Belfast . Staff was very rude to start with and continued making things difficult when we were trying to order 3 burrito bowls takeaway. After few secs I took exception as I couldn't take any more of his behaviour and asked if i can speak to the Manager.

I was initially told that the manager is on break, i told that i will wait and also asked for the complaining procedure. Offending employee further went on to use the 'F' word as well when we declined to continue with our order due to his behavior and waiting for the manager. I am sure all these are captured in your CCTV.

After a few minutes one person from behind the counter came up and told that his name is Ross and he is the manager. I gave him the details of the incident and asked the complaining procedure and also asked to give the name of the employee so that i can refer it in my complaint. I was initially told that they cant give the names which was very surprising. I asked the person claiming to be manager of any proof to show that he was the actual manager as something didn't add up for me but was told that they don't have anything of this sort.

If you watch your CCTV cameras for the date and time mentioned , you should get the offending employee details and his behaviour. Incidences like these in front of kids (11 year old and 8 year old) is unacceptable at this time and age. Sincerely hope some action is taken on the offending employee.

I am happy to give further information about the incidence...

Not the first time this has happened, ordered online to avoid queuing instore, only to arrive and have to wait well over half an hour to receive my order. Absolutely no structure when you arrive, no signage to tell you where to collect your order, you just have to stand awkwardly at the till until someone decides to come near you which doesn’t happen often. Complete shambles of a place.

The staff are like robots, hardly any effort made to acknowledge you when you arrive or when talking to you.

Finally after making eye contact with a staff member, I’m told my order is being prepped, even though the pickup time was well past now - why wouldn’t the order already be sitting ready to collect? Is that not the whole point of ordering online to avoid the wait and to beat the queue?

After a long wait watching half of Belfast come in, queue up, receive their order and eat it, I head home with my food. Just when I get home I realise of course they have got one of the orders completely wrong. I mean how difficult can it be to read the order of the docket and make it? Not the first time this has happened but I thought last time I’ll give them the benefit of doubt since it was busy. That was not the case this time, it wasn’t too busy and there was well enough staff working for this to happen.

Shocking customer service and experience overall, this is the last time I will eat or go anywhere near Boojum, complete shambles of a place with no structure and a serious lack of customer service and basic...

Although the food was tasty, the staff were shockingly unpleasant and appeared to forget they were employed in the service industry. (All but one). I was astounded at the amount of tutting the server did when asked to explain what the options were.. to add insult to injury, my son inquired about the student offer (dressed in full school uniform) and was told by server 1 (helpful - the only one).. what the options were and the pricing. By the time we reached the till (after server number 2 forgot temporarily that he was in the service industry), we were then told we couldn’t get the student offer as he needed ID.. when I pointed out that he was in uniform and server 1 had agreed to student discount, he robotically repeated ID was needed (needless to say his tone was less than pleasant).

I refused to get into a debacle over the pricing and we stayed to eat. I was tempted to mention the shocking service as we were leaving, but the ‘stand offish’ nature of the aforementioned staff made me think better of it.. Although the food was good, the service spoiled the meal- I will not be back.. ! I will spend my money elsewhere..! V disappointing.. shocked sums up the...