First visit to this cafe today and I won't be returning. As a customer, you're expected to be considerate of the business and its finances first and foremost.
If you're gluten free you are to be content to receive half the portion size that's served as standard to everyone else to make sure you're not eating into their profits.
I asked if gluten free bread was available and the waitress shouted over the length of the cafe to check. The waitress behind the counter shouted back, to me, 'You'll need to have a toastie cos its frozen". I said, that's fine and placed my order. My friend ordered a toastie too, on standard white bread.
When the orders came, I noticed that my order was half the size of my friend's - two small triangle slices instead of my friend's four. I wondered why. Maybe they had ran out of GF bread? They should have mentioned. Or perhaps they've just forgotten? I called the young waitress over and she took the plate over to the counter. She returned with a more mature waitress who said 'The gluten free bread costs more money so you get less'. We had a discussion where I said I understood higher costs but nowhere on the menu does it tell you that gluten free options receive half the standard portion size. She reiterated that the bread costs so much that the portion size needs to be half. If it wasn't for the fact that my friend was hungry after a stressful journey to get to Prestwick, I'd have left.
A few minutes later she returned with a branded gluten free chocolate bar 'as a goodwill gesture' and started to explain again about their costs and why the portion is half. I said 'I understand about overheads but as a customer, these are not my concern when you're penalising me - for a choice that you offer - but I don't know this until my order arrives.' I repeated that nowhere on the menu does it say this is what they do for gluten free orders. She said that they might consider adding that information to their menu then.
She mentioned the manager by name - Linda - when talking of costs. The waitress was polite and reasonable - defending of the business but could also see my point. But the manager is a shameful disgrace. To send a staff member over - with no intention of showing face or addressing this herself - to explain to a customer that they're getting jipped because of her business's overheads is cowardly, and disrespectful to both her staff and customers.
Costs are one thing but gluten free customers get penalised not just by receiving less bread but ofcourse the filling in those missing slices is also missing. If it was a matter of bread costs then surely you'd still get the filling when you're paying the same cost as a standard bread toastie? Not here. You're paying for your GF choice twice over in this place.
The waitress staff were mainly schoolgirls - cheaper hourly rate, I imagine, if we're all supposed to be considerate of Linda's finances - and they haven't been given proper training time. While polite enough, they look a little puzzled when taking an order and don't seem familiar with the menu so they need more management support to build their confidence and customer service skills.
I see from reviews in the past few months that this cafe might have changed hands recently and so it might be coasting on the positive reviews for food and service of the previous management. I'd suggest having a look at the dates of the reviews.
There are a few wee places in Prestwick to go for a coffee and I'd recommend going to any one of them instead. You have to ask for cutlery and napkins and with the current management attitude at Murrays, I wouldn't be surprised if they'd consider introducing a cutlery leasing policy or follow the council's lead for the public toilets at the beach and start charging 50p for WC visits.
If you're treating yourself/a friend to a coffee or some lunch then do yourself a favour and go somewhere that wants to make you feel like you are being treated, that it's a lovely wee outing, instead of being seen as both a cash cow and a burden on their...
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