Royal Cafe — Restaurant in Town of Perinton

Horrible customer service.

So before getting into it, I just want to state that I know every place has its policies. I also know there are health regulations that need to be followed. My complaint isn’t about the policies it’s about how I was treated and spoken to.

Tonight I walked in, as I’ve done in the past, with my dog because we were out for a walk. I go in a few different places with him. This is a dog friendly area and a lot of business are okay with you bring you dog in. I know depending on what places serve that can determine if animals are allowed. I assume if nothing has been said before then it’s okay.

The woman serving me was going to serve me a little dish of vanilla for my dog and a dish for myself. However, before I could finish being served a man came out and interrupted the woman who was speaking to me, to talk to me. I sometimes struggle to process when multiple people are speaking to me at once. I politely told him to wait while I finish speaking with his co worker.

He clearly got irritated that I asked him to wait and told me to “get out” with my dog. Mind you my dog wasn’t annoying anyone or jumping up on anything and I had complete control of him(he’s only 40Ibs). I was taken aback and stunned I was being spoken to in the tone he was using.

I told him “okay that fine I can’t purchase anything tonight then.” He responds with “that’s fine just get out of here.” I’m sorry but as someone who works in customer service I would never speak to someone like this!

There are plenty of ways to talk a client in this situation. Example one “excuse me, but dogs aren’t allowed in here. We will be happy to serve you this time but just know for your next visit. “ or what should have been done from the start “Excuse me, is your dog a service animal?”

I wasn’t trying to break any rule or policy or regulation. Just wanted to enjoy a nice night with my dog and have a treat with him. I would have preferred being educated as a consumer.

I was very clear and upfront that the way he was speaking to me was rude and disrespectful. He just smiled and didn’t care and told me to get out. He then also proceeded to speak down to the lady who was going to serve me.

I definitely wouldn’t have approached this situation like he did. I would have asked if the dog was a service animal. Then I would have explained dog aren’t allowed and why. But I would have had the sense to serve because I was going to be paying 2x. Clearly they don’t care about earning more business or money.

I’m a pleasant and compliment person and I rarely write bad reviews. I was just wanting to understand more and also help educate him on how he was speaking to me. I might return but honestly after being spoken to the way I was I...

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