Treatz Edinburgh — Restaurant in City of Edinburgh

Response to Treatz owner regarding previous review from wife who had to “drag” her husband out of your shop the other evening. Thank you for your reply and time it took you to write this piece of fiction. I would like to tell the true account of what happened. Firstly, my husband did not raise his voice at your staff member when asked to move seats. He merely questioned why we were asked to move and made it clear he was unhappy to move for the reasons given, but did not shout at staff member. As a non-confrontational person, I told him to just move seats so my son could have his dessert and we leave your establishment asap. Secondly, booths were not reserved as we were initially seated there when we didn’t yet know what we wanted to order, so your response makes no sense. There were no reserved signs, and your server, or anyone else, did not at any point say any booths were reserved (only people making larger orders could sit there). On way out, my husband did not verbally attack your staff member. In fact, he said (not shouting) to you: “you really need to look after your customers and not make them feel bad. You could have let us sit there; booths were empty during whole of the time we were here; it's not as if there are customers queuing up outside”. At which point you started having a discussion so I waited outside with my son. I could see you getting angrier and repeatedly pointing your finger in my husband’s face. After some time, I got tired of waiting in cold, by which time your female colleague was also involved. It seems you have a selective memory. You said I had to “drag” my husband out, but failed to mention that I and your female colleague were trying to diffuse situation, which you kept inflaming by making personal insults as we tried to leave shop, making situation worse and prolonging it. You make no mention that I called you (not shouting) an “unprofessional businessman” on three occasions because of your childish behaviour, that I referred to your booth seating policy as “ridiculous” (can see why makes sense during peak hours but on Sunday evening when booths all empty?). I also told you my husband was not drunk several times, and your colleague repeatedly asked you, including when we were trying to leave restaurant, to “stop it”, stop making insulting comments, including falsely accusing my husband of being very drunk, causing a nuisance (you were causing nuisance by being so pig-headed you couldn't accept simple customer feedback), and he was setting a bad example to my son. What example were YOU setting to my son? You seem to have a problem with people who drink alcohol. The vast majority drink in a responsible and enjoyable way. We work hard and unwind at the end of the week by enjoying good food and having a few drinks, with no need to justify this to the likes of you. My husband was with his family, not lolling around drunk or being aggressive. He had one drink with his meal; he was not very drunk or even drunk for that matter. He merely gave you customer feedback, and this is how you respond, in such a childish, churlish, aggressive manner. Who are you to be so judgmental of others who drink alcohol? It is clear that you have no place in the customer service industry and I suggest you either get some customer service training (take tips from your female colleague who was very polite and professional) or take a back office, non-customer-facing, position. The point at which I had to “drag” my husband out was when you threatened to call the police, which I wanted to avoid at all costs because my son was with us. I also suggest that if you have such Draconian views on people who drink you install a breathalyser at shop front and set level to zero. So it was you that ruined our evening; it is you that should grow up, stop being so judgmental, learn how to conduct yourself in your business and accept customer feedback (you allowed a relatively small matter that could have been resolved with a professional, one-sentence response to snowball), and above all else how to treat...

DISGRACEFUL BEHAVIOUR BY STAFF! IN PARTICULAR THE OLDER ASIAN MAN BEHIND THE COUNTER. BE WARNED THIS MAN HAS A REAL ATTITUDE PROBLEM AND SHOULD NOT BE WORKING IN THE SERVICE INDUSTRY!

QUESTIONABLE SEATING POLICY - YOU WILL BE DISCRIMINATED AGAINST IF YOU PLACE A SMALL ORDER.

After having an evening meal nearby with my family, I entered the restaurant with my wife and 10 year old. It was very quiet with hardly anyone in the restaurant . We went to a booth in front of the counter as there were three of us. My wife sat down while my son and I went over to the counter to place an order.

We were then asked to move (not by the man above, but by his younger colleague who was perfectly polite) from the booth, to the back of the restaurant.

I questioned why, and we were told that the booths were intended for larger parties. The booths seat four comfortably, perhaps six if you had small children with you. I was surprised and advised the younger helper that the restaurant was empty and did we really have to move.

I was told that it could get busy at any moment which seemed ludicrous as it was well after 21.00 on a Sunday and there was hardly anyone about.

At this point I wanted to leave, but my son still wanted an ice cream, and my wife said to keep the peace let's just move. We were ushered to the back which we found very strange, more so annoying given it was so quiet.

We really didn't want to spend any more time in there than we had to, so it had put us off, my wife and I no longer wanted to order anything. My son ordered and had his ice cream.

When finished on the way out, the older Asian man was positioned between us and the exit, with his arms folded.

The booths were still empty, and I questioned the seating policy stating that they should look after their customers, and not make them feel bad. It was hardly as if people were queuing outside the door, and we could have been seated there.

At this point this man became rather dismissive, bordering on aggressive. He commented you've only ordered an ice cream and expect to sit in a booth.

I told him that had it not been for the ridiculous way we were treated we would have been inclined to order much more, but given our treatment, I wouldn't want to order anything from here again, nor would we wish to return.

The discussion went on for a while and he proceeded to belittle us for the amount we had ordered, and yet we expected a booth.

He then went on to say I had should leave. He mentioned I smelled of alcohol and was drunk. This was absolutely not the case. Yes I did have a drink earlier, ONE glass of wine, with a meal, and I was with my family. This does not amount to being drunk. I believe this man had an issue with people who drink.

This then progressed into a you are drunk, no I'm not, I'm going to call the police, call them then exchange and before things escalated further, my wife said this was a waste of time and that we should just go.

Before we left, I let the man know that he was out of order, and that they should learn how to treat their customers. He should also understand social media and that customers do have a voice.

The older Asian man flicked his arm dismissively, and walked off.

I'm not one usually to complain, so slept on it and still felt quite strongly about it and am therefore writing this review the following morning.

The whole experience ruined our evening, so for us...

Visited Treatz on the 14th October, on entrance, we asked if we could sit at a booth as 2/3 were empty, were told no as they were reserved, (no one came in to sit on them the entire time we were at the shop). We were then seater on some benches right by the door, very uncomfortable and cold. We then ordered three desserts, one of which didn’t arrive, it was only when we asked where the third dessert was that we were then told it had been put in the fridge for take away for some reason? It was the. Brought out to us, after the other two desserts had been eaten.

We then went to pay our bill at the till so we could leave, the woman at the till told us our final bill, which didn’t sound right, it was then we realised a service fee had been added, I asked to have this removed as the service was not great at all, but was then told that this was not a service fee but was sit in fee? Never in my life have I been charged for sitting at a restaurant, why would a restaurant charge customers for sitting in their place of business? The fee was never once communicated to us, and we were not even told about it when going to pay, we only realised as when we added the cost of what we ordered it didn’t total the final bill and were only then told about it when queries. The cost of this was not an issue, it just felt like a shady business transaction and a cash grab from customers, had we been told about this beforehand it may have been a little different. The prices feel high enough as it is (around £10 for a cookie dough, to then add a forced “sit in” charge feels a bit ridiculous

Quite disappointing as have visited this place before and the service was fine, we were actually allowed to sit in one of the notoriously reserved booths, but this time the service was not great at all. The only positive would be the younger gentleman who was helpful with choices from the menu.

The staff need to really up the service game here and treat their customers...