Stubbings Cafe — Restaurant in England

RE: Response from Owner Oliver to Ms Ruffels

As a regular customer of Stubbings Cafe I was appalled to read this response from the owner, Oliver.

As an owner of my own business one should never make excuses for bad service. One simple rule exists for all businesses servicing the public, "The Customer Is Always Right" even if the customer is not.

Moreover, the customer should never be placed into a situation to ask for compensation, it should be a natural reaction / response from a business servicing up bad service whatever.

From my experience, most customers are not interested in the causes, reasons for bad service. Also, it's incredibly embarrassing when things do go wrong on the day, not for the business only, but for the customer too.

I truly feel for Ms Ruffels that she experienced bad service from the establishment, and then Oliver, the owner, provides reasons to vindicate himself and his business online.

Most appallingly, he then accuses Ms Ruffels for demanding "some form of compensation on the telephone" which he did not feel was appropriate ... and then offers her to return sometime soon.

Personally Oliver, after reading your response to Ms Ruffels, I will never visit Stubbings Cafe again. You truly have a bad attitude about customer service, and you demonstrated it by your response to Ms Ruffels.

Not only did you embarrass her at your Cafe, you embarrassed her online too.

Truly shocking ....

Below is Oliver's response to Ms Ruffels who rated her experience at Stubbings Cafe one star.

Response from the owner 6 hours ago

Dear Ms Ruffels - thank you for the review which follows our telephone call on the day of the incident. Clearly we are very disappointed that your experience here at Stubbings failed to meet expectations. As discussed on the telephone we did have a technical issue with that product on the till. Unfortunately it failed to send the order to our kitchen, but as soon as we were aware of the issue it was corrected. When you reported that you had been waiting for your order, the team immediately prioritised to ensure it was delivered to your table within 5 minutes. Furthermore a member of the team came to your table to ask whether everything was acceptable once the food had been the delivered. There was no indication from you that anything was not as expected. You demanded some form of compensation on the telephone which I did not feel was appropriate since you gave no indication on the day of any issues to the team once the food had been delivered. That being said you should not have been inconvenienced by our technical issues. We failed to deliver the experience expected and for this we apologise. We do hope you will try us again sometime soon as I'm sure you will find your experience back to our usual high standards. Kind...

My friend and I visited the cafe for the first time this morning and had a Full English and latte.. and we agreed the decor, staff, and notably the food were excellent! The server asked me "was it alright?" and I commented that it was the best breakfast I'd had in about 20yrs, and I said that without hyperbole. We were impressed with the food quality above all, it's easily on par with some of the best restaurants for brekkas in Windsor, and I don't think I've seen an order brought to the table as rapidly in all my life!

The meat is very high quality and it shows, these guys clearly know how to poach a well-bred egg, they understand that decent brown bread is worth paying for, their lattes are right up there, too, and your portion is plenty for a 15st fella. All delivered seamlessly in what felt like 5mins in a packed area!

That aside, it looked like a popular hangout for the ladies and although it's not super-quiet the tone is calm & even and looks like a great place for a coffee & toastie with a friend after the school run.

Not bad at all for £15 a head, so it's top marks from us!

Edit: I've just noticed they're on top of responding to customer reviews here! Who does that? I've never seen that before! See what I mean? It's those little differences that tell you something about a business and...

Lovely spot for brunch and we’d definitely visit again. We visited for the first time on Sunday late morning. It was very busy but plenty of tables available. The concept is simple - choose a table (and remember your table number!), queue up, order and have your food and drinks delivered to your table.

We had the full English breakfast, curly fries, flat white and latte with pumpkin spice syrup. All was delicious. The full English especially was a large portion.

Special thanks to the kind gentleman who went out of his way to find my hand sanitiser that I left on the table. You went above and beyond!

As an aside, there was plenty of parking spaces including two overflow car parks.

We will...