Chaiiwala — Restaurant in Stoke-on-Trent

Ref: NIGHTMARE EXPERIENCE AT CHAIIWALA STOKE ON TRENT

I visited to Chaiiwala to have breakfast with my wife and had a disastrous experience which I ever had. We only ordered a breakfast meal all I asked for MY TEA NEEDS TO BE EXTRA HOT( REHEATED). The guy probably called “AKESH” gave a horrible service, he had no attention to payment which I was waiting to pay finally I had to tell him if he could press enter for card payment, in addition he never made any eye contact, never smiled rather turned himself as miserable. Although during my oder he DID mention that he would make my tea hotter however he never made it HOTTER while he was serving us the meal rather he was extremely rude, behaving unprofessionally and started arguing with me in front of all the customers with giving all the ridiculous excuses for instance; temperature, the whole environment became abnormal because of him. I asked for a Manager while he replied HE HIMSELF is the Manager then I asked for OWNER while he was acting exactly as a Dictator by refusing me to provide any management contact details. The guy just didn’t bother anything. I became completely helpless and upset, had to walk away without having our breakfast, what a horrible nightmare was it!

I am genuinely a big fan and loyal customer of Chaiiwala, whenever I visit Birmingham/ London I always go to Chaiiwala with my friends and family. Even since the opening day of Chaiiwala in Stoke on Trent I regularly kept visiting, literally everyday. I always requested the member of staff to make my tea little bit EXTRA HOT and to be honest with you each and everybody did it for me in regular basis. Whenever I visited costa they even always made my coffee extra hot. Unfortunately the same guy made me disappointed one more time before as well. Because of him I stopped going into Chaiiwala for a while.

I do believe Chaiiwala is a brand name and it is definitely not like an unnamed high street tea stall. Hence as a customer we deserve minimum respect whereas it was really really upsetting we drove into the store and had to walk away without having our food, how shameful was that!

I do apologise for the inconvenience caused for us at the same time I do believe you will consider as a serious complaint and take appropriate measures and investigate the matter...

Let's talk about seasonal coffee for a few minutes. We tend to slap on a few qualifiers to say that something is seasonal. Hallowe'en? Toffee. Christmas? All-spice, you get the picture. But in Chaiiwala all coffees and chais are made the traditional Indian way, through the addition of condensed milk, ginger and cardamom.

The taste of the coffee is gentle, almost as if it were something you'd get from Starbucks three weeks in a year and then wish you'd be able to get again. It's frothiness is far too low to be a Latte, or even a cappuccino, but that's due to the preparation method.

This robusta prepped coffee uses condensed milk as a sweetening method, which sadly removes any frothy consistency UNLESS you have a very thick foam head. I prepare my coffee normally using condensed milk and I am pleasantly pleased to see that there is no clash between the acidity of the bean and of the condensed milk.

A trap I've seen a few coffee shops fall into (Vietnamese / Thai) is the acidity of the bean being too high. But after a few sips, I can confirm I don't need the brown sugar packet I grabbed just in-case, the coffee is perfect as-is.

Service was fast and the server was very accepting of my 4-hour train commute, as I was very...

Dear chaiiwala

I am writing to formally express my dissatisfaction regarding the service I experienced at your establishment. As a regular customer, I was particularly disheartened by the treatment I received from one of your staff members during my recent visit.

I placed an order and was informed it would be ready for collection within 10-15 minutes. However, when I sent my son to pick it up, he had to wait for over an hour without any notification. When I inquired about the prolonged wait time, I encountered a rude response from your staff member. Despite my attempts to seek clarification, I was met with hostility. When I requested to speak to a manager, I was told that the person I was speaking to was the manager, which I find hard to believe given her behaviour. And she continued to put the phone down on myself.

This encounter has prompted me to reconsider my continued patronage. I believe it is essential for your staff to receive training on customer service etiquette, as such incidents not only affect individual experiences but can also jeopardise your establishment's reputation.

Thank you for your attention to this matter. I hope for a prompt resolution.

Sincerely, A very...