Kaspa's Elephant & Castle — Restaurant in London

Formal Complaint Regarding Unacceptable Customer Service at Kaspa’s Walworth Road

Dear Kaspa’s Management,

I am writing to formally express my disappointment and dissatisfaction with the treatment my friend and I received during our visit to your Walworth Road branch on 19th September 2024 at 22:47:16.

My friend, who is pregnant, requested to use the toilet facilities, and to our shock, all three staff members on duty refused her access. Their attitude and lack of empathy were extremely upsetting and left us feeling mistreated. This kind of behavior is not only unacceptable but also shows a complete disregard for basic human decency and customer care, especially toward someone in a vulnerable condition.

I understand that businesses may have policies, but the attitude shown by your staff was unprofessional, with zero consideration for our situation. It’s appalling that we were treated in this manner, and I will not be returning to this branch due to the poor experience we had.

I expect a full investigation into this matter and would appreciate hearing back from you with an explanation of how this issue will be addressed to ensure that other customers do not experience similar treatment in the future.

I look forward to your...

Ive been to my fair share of Kaspas over the years but never have I been in one where the staff are so incompetant. Let me just start by how much of a strugle it was ordering a simple milkshake, the staff couldnt even understand the item clearly written on the menu. My friend then also ordered a shake to be told 'there's none of that left' so after ordering a different milkshake the one he originally asked for miraculously appeared at the table. Now lets get to the shakes, we ordered super shakes expecting whipped cream, little waffers and the extras on top. We just got a simple glass with basic milkshakes in. Even then, the milkshake wasnt made correctly and was missing most of the ingredients.

To top it all off, there were customers with dogs in the store. Licking leftovers off of the plate? Is this hygienic in a food establishment?

You need to fire the boy with the silver metal chain and bunned hair who quite frankly has the same brain activity of my deceased great grandmother.

This Kaspas needs some serious work, I wont be...

3 stars all due to Ricardo or it would have been 1 star! On 2 occasions I was very disappointed with my visit. The only person ensuring customer satisfaction was Ricardo running around making sure everything was okay. He was very attentive and hard working and it truly showed. On both occasions almost ALL of the other staff were very slow and clearly seemed uninterested. I waited almost 20 minutes for a milkshake and I watched the man making it dilly around doing nothing but take 20 mins to make 2 milkshakes. I would have understood if he had more tickets to do but he did not.

I am not sure if ricardo is a manager but he was the only one seen hosting, seating, delivering food as well as running round the back to help out. He was juggling all sections and it would have been a better experience if he had delegated but I am not sure his position to do so. Teamwork would have definitely have improved my experience. Credit where credit is due, I am a resturaunt manager and would be proud to have a hard worker like...