Glen Garden Cafe — Restaurant in England

Poor customer service

Party of 7 with a dog spending £45 on jacket potatoes and chips and sausage type meals.

Person who took the order was young and obviously inexperienced as I noticed he kept missing parts of the order (me reading it upside down). Order came fast and was bog standard food as you'd expect. I noticed that my jacket potato had cheese and coleslaw instead of beans and coleslaw (which I ordered) and kindly asked if I could have it changed over or added - the young man told me to take my plate back and he would sort it.

He came back to tell me it would cost me a £1 extra for beans - I informed him that I asked for them on my order and that I didnt think it would be normal practice to pay extra to replace the wrong ingredient.

Out came one one of the rudest staff members I've ever encountered - instantly aggressive pointing at the young man's order sheet saying it's what I ordered - I informed her I didn't and he had wrote it incorrectly... She pointed as the sheet aggressively and said this is what you ordered and "Didn't I read it as he was writing it!" and if you want the beans it will be an extra £1... I felt quite uncomfortable sat at my table being berated after saying twice that it wasn't my issue and said it was ok to avoid any further confrontation.

My wife felt it was rude enough that she couldn't leave it unaddressed and went up to speak to her... With the plate untouched - she was met with an instant elevated aggressive tone - stating it's not what I asked for and she still wouldn't replace it - they got into a shouting match with my wife who is the most mild mannered person.

I suggested a refund if the extra portion of beans added was an issue - she said no chance am I having a refund very aggressively. I then told her the reason I can't eat a lot of cheese is due to a personal health condition to which was met with sarcasm. She said I'll make you another then but you'll be waiting half hour!!! And stormed off... (Cut nose off to spite her face) All they had to do was bring me a small pot of beans and I was made to feel like I was stealing from the establishment - we spent money on food , drinks and desserts even a dog sausage.

They short changed my wife for ketchup and we didn't complain - accidents happen but the customer service was absolutely disgusting - I hope the lady in question re-evaluates her management technique in the future. She was rather vile in her approach.

The table next to us found us outside and said that the person who seemed to be in charge (god help them) was out of order and said the cafe had forgotten their order completely and the lad on the till didn't even hand over the order receipt to the kitchen - and they were sat waiting for half hour ( yet we were made to feel like we made the error when he obviously wasn't up to his task at hand ). It is not our job to manage and double check your staff - he also didn't read the order back to us at the time either...

When she stormed off I said to another lady that worked there that I truly wasn't after any argument and I am just shocked at what's going on - she at least showed empathy on her face and said she would speak to the rude woman - whether or not she was being genuine I dont know but that's CUSTOMER SERVICE. Maybe a rejig in staff leadership is needed.

Shocking really, I've never experienced something like that. I can only hope someone reaches out with people skills and apologises to me on behalf of the establishment and the lady seeks further training in hospitality.

My family had eaten while this happened so I had to then eat alone and I couldn't eat my food as I didn't feel hungry after a shouting match plus I wasn't sure if she would have done something to my food as she didn't show a stable personality while dealing with me in person so I can't imagine what she may have done to my food.

This was over a...

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