Chaiiwala — Restaurant in Bolton

Subject: Demand for Immediate Resolution Regarding Overcharging Incident

Dear Restaurant Management,

I hope this correspondence finds you well. I am writing to bring to your immediate attention a serious matter that transpired during my recent dining experience at your esteemed establishment on June 17, 2023, at 11:12 AM.

Upon a meticulous review of my bill, I was astounded to discover that I was subject to a substantial overcharge for the food items I ordered. As you are well aware, your menu serves as a legally binding agreement between your establishment and its valued customers, clearly stipulating the prices for each item. However, the actual charges reflected on my bill far surpassed the prices listed, thereby constituting a grave violation of consumer protection laws, false advertising laws, and breach of contract.

This flagrant disregard for both legal and ethical obligations is deeply concerning. It undermines the trust and confidence that customers place in your establishment, while also demonstrating a clear indifference towards the laws and regulations governing fair business practices.

Regrettably, my attempts to address this matter with your staff were met with dismissiveness and an unprofessional response. Even after speaking to a manager over the phone, it became apparent that there was a lack of understanding regarding the applicable laws and the contractual relationship between your establishment and its customers.

In light of the circumstances, I hereby demand an immediate and satisfactory resolution to rectify this matter. Failure to comply with this demand will leave me with no alternative but to pursue all available legal remedies in order to seek justice for this clear violation of my rights.

Furthermore, I must inform you that I am fully prepared to report this incident to the appropriate regulatory authorities, consumer protection agencies, and other relevant entities. It is my intention to ensure that the wider public becomes aware of your establishment's deceptive practices. Additionally, I will actively explore initiating legal proceedings against your restaurant to seek appropriate compensation for the financial damages I have incurred, as well as any associated legal costs and inconveniences.

I implore you to demonstrate a sincere commitment to rectifying this matter promptly and in accordance with the principles of transparency, honesty, and fair business practices. Failure to do so will undoubtedly be construed as a complete disregard for your customers' rights and may result in irreparable harm to your establishment's reputation.

Please be aware that this letter represents my final attempt to seek an amicable resolution before pursuing legal action. Should you choose to disregard this demand or fail to provide a timely response, I will proceed accordingly without any further notice.

I anticipate your urgent attention to this matter and a swift resolution that upholds the principles of legality, professionalism, and customer satisfaction. To facilitate further communication, kindly provide an email address where we can continue this discussion.

This letter is sent without prejudice to my rights...

Staff extremely rude, and lack customer service. We ordered many drinks, two of which were hot chocolates. Upon receiving, myself and another member of my party who had the hot chocolates both agreed that there was not a taste of chocolate. We knew this was quite common when the machine needs cleaning/refilling and simply wanted a replacement. However, when we expressed our concern with one of the staff (young girl) she was unbelievably rude, I was quite taken aback. She rolled her eyes twice, before trying to say “that’s just how it is” which alludes to the fact that people have complained before. She didn’t want to do anything initially, after which I stated that I’d been before and it didn’t taste like that. After rolling her eyes again, she went to speak to another member of staff/manager before offering very reluctantly to make replacement drinks. She then just dumped the drinks on the counter and did not even inform us. We got the replacement drinks and they actually were even worse, we even tried to mix with a stirrer in hopes that the chocolate was underneath. However, it did not taste remotely like a hot chocolate. We then complained to I’m assuming one of the managers and he just did not seem bothered. He stated that because it was made by the machine there was nothing he could do about the taste, and that if we got a large it would have been better. Considering we paid £3 for regulars, I don’t understand how paying £3.80 for larges would miraculously make the taste better. I also expressed my disgust with how the other member of staff had rolled her eyes multiple times, and how it was completely unacceptable, he did not address or even acknowledge my concern. He swiftly gave us a refund and just appeared unbothered and disinterested. I also heard the other member of staff complaining about me twice in the back, thinking we couldn’t see/hear her. I honestly wish I had said something to that other member of staff, as I would have loved to see her response, because she didn’t seem to care about our concern, or providing good customer service. My sister is a regular and comes multiple times a week, but I doubt she will be returning after this. I don’t like to leave negative reviews, and always like to resolve any issues with the staff. In almost all instances at other places (not this chain) staff have always been so apologetic and keen to resolve any problems. It’s usually such a minor thing that you don’t even care about the problem, as mistakes happen, it’s how it’s been dealt with. However, I wanted to express my disgust with my experience in hopes that something happens. I had a quick read of other reviews, and lack of customer service is apparent, and clearly something that needs to be addressed. I certainly will not be returning to this location, and will be taking my...

I am writing to complain about my recent experience at your establishment, Chaiwala Drive Through, on Manchester Road in Bolton. On the evening of November 5, 2023, at approximately 9:30 pm, we purchased a cheesecake from your eatery and unfortunately, I found it to be inedible due to several issues.

Upon receiving the cheesecake, I noticed that it appeared stale and rubbery, giving it an unappetizing appearance. In addition, the product seemed to be past its expiry date. I was extremely disappointed with the quality of the cheesecake, especially considering that I have been a regular customer at your establishment.

Given the poor condition of the cheesecake, I approached your employee, Sam, who was in charge at that time, to address my concerns and request a replacement or a refund. However, I must say that her behavior was highly unprofessional and unacceptable. She displayed a rude attitude and seemed completely disinterested in addressing my concern. I was shocked by her response when I asked for a replacement, as she flat out refused. Moreover, her suggestion to contact Human Resources rather than offering any assistance was completely inappropriate. It is puzzling that I, as a customer, should be directed to contact HR?

As a loyal customer, I would have expected a more understanding and customer-oriented response from your staff. Sam's behavior has left me shocked and has tainted my perception of your establishment. It is clear that proper training is lacking among your employees, particularly in terms of addressing customer complaints, providing satisfactory solutions, and maintaining a professional demeanor.

I kindly request that you investigate this matter promptly and take appropriate action against Sam's unprofessional behavior. As a resolution, I had initially hoped for a replacement for the stale cheesecake, but given the unfortunate response from your employee, I recommend you prioritize the training of your staff to handle such situations with utmost professionalism, respect, and consideration towards the customer.

Please be aware that unless this matter is satisfactorily resolved, I regret to inform you that I will no longer be visiting your premises. As a regular customer, this has been an unfortunate experience and I hope my feedback can contribute to improving your overall customer service.

I expect a prompt response to this complaint, ensuring that adequate measures will be taken to address the concerns raised.

Thank you for your attention to...