Kaspa's Sittingbourne — Restaurant in Borough of Swale

Well I am absolutely appalled by the service we have just received from the apparent manger of the Sittingbourne branch.

When we arrived we were the only customer in the place so there was no pressure. After going in and waiting to be seated we waited for service. We sat waiting and then when we had nobody come to take the order we sent our son up to get somebody only to be told that you have to go up to the counter and order.

My wife then went up and placed our order to a very young chap who wasn’t sure of what we were ordering and kept re-asking us what we were asking for.

Finally we got to the end and paid and waited back at the table. The servers then started to bring over our orders and we began to munch our deserts and realised that my daughter was sat with nothing except a bottle of J2O.

We called over a server to ask where her desert was and was asked if we had our receipt? I told them that we were not given a receipt and with that an older lady came over and said to us “here’s your receipt and there’s nothing else on it.” I told her then that’s a muck up that needs to be sorted and with that she walked off and got another team member. Again I questioned the server and said that this mistake needs to be sorted and she told us that the manager will have to sort it so I asked her to get him and then the young kid that served us and took the order walked over. I was amazed and asked are you the manager ? He said yes. I then said to him that he got the order wrong and didn’t process my daughters order. At first he tried to deny that we didn’t ask for it and we said to him why would we not ? There are 4 of us and we order 4 deserts plus other items. Eventually he admitted that he missed it and apologised and said that if we come up to the counter he can take the order again now. I couldn’t believe what I was hearing. I said to him that I couldn’t believe he wasn’t going to put his mistake right and was told well I can’t give you it for free and I have said sorry !! By this point I was fuming with him and his attitude especially when he pulled faces of sarcasm.

I will never go to this place ever again and have never received such poor customer service from an apparent manager ! This bloke should be dismissed now before he destroys that business.. one of the real members apologised and even gave my daughter a couple of scoops of ice cream and refunded us. I said to the manger that he could learn a lot about customer service from that girl. I then left and went and got a McDonald’s McFlurry for a fraction of the cost and enjoyed it...

I am absolutely disgraced with the service I received. I was abused verbally and to be quite honest I felt bullied, intimidated and embarrassed. I walked in with gifts for my niece who was having her Birthday celebrations only to be asked in a rude manner ' Where are you going?' ..When I said to my nieces birthday she quite literally shouted at and said ' YOU CANT JUST BE WALKING IN!'. So I ignored the comment and went on with surprising my niece who I hardly see. It was meant to be a positive , beautiful moment that I don't get to share often. But instead it was ruined with the member of staff (female middle-age women - apparently manager/ owner) saying I swore at her and was aggressive. Witnesses say this is a complete lie and I did not, in any way conduct myself in that manner. She then continued to talk about me to everyone making it very uncomfortable. Needless to say I will never be back there, I really couldn't believe the names she called me too and the poor customer service. Overall I'm appalled by the entire experience and hope she seeks anger management and customer service education classes to know how to...

My previous review of 3 months ago has sadly been soured by my most recent experience. Long story short, the toilet has been closed for at LEAST 12 months. The kind employee let us use it last time (there didn't seem to be anything wrong) but apparently this time it's flooded. I needed to use the loo badly enough that I didn't feel comfortable eating there, so we went to 'spoons instead.

Kaspas, sort your stuff out and actually fix your toilet! To have one is a legal requirement, and customers who have walked into town that might need to use it are going to be put off by the lack of access to one.

Edit: To address Kaspa's reply, I have sent Kaspas an email explaining the situation. It is a legal requirement for a restaurant of that size to provide working toilets.

EDIT 21/03/25: STILL NO WORKING TOILETS!! I would advise customers to take a short drive to the Isle of Sheppey, where there is a Creams offering similar food but crucially parking AND a...