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Response from the owner
a month ago
Thanks for taking the time to provide your feedback. I’m disappointed the event did not meet your expectations, however I do want to clarify a few points as I don’t believe the review gives the full picture of what occurred. The original booking and arrangements were made by your colleague Matthew. All details were agreed between Matthew and our Function Manager, Amanda, including the dessert platters being served at 8:30pm. I appreciate this timing wasn’t what you expected on the night, however 8:30pm was the time provided to Amanda when the booking was made. The arrangement was for four platters, two starters and two desserts, with guests ordering their own mains from an agreed selection. Being a pub table ordering isn't part of our service. Amanda had printed the agreed menu selections and left them on the table for everyone’s convenience. When you raised concerns about having to order at the bar, our Manager on Duty still went to the table and took everyone’s orders individually to help. I also want to clarify the comments regarding your receipt. We reviewed CCTV and confirmed you were provided with a tax invoice at the time of payment. You later requested another copy to be emailed to you, which our team provided. The suggestion you waited five days to receive a tax invoice is therefore not accurate. Given you weren’t aware of the agreed dessert timing, I chose to remove the dessert platters from your bill as a gesture of goodwill, despite 8:30pm being the time agreed when the function was booked. We also chose to continue further communication via email following the manner in which our staff were spoken to over the phone. We take customer service seriously and I expect my team to deal with concerns professionally. Equally, I have a responsibility to look after my team, and we will not accept disrespectful or abusive behaviour towards our staff. There was clearly a breakdown in communication between the arrangements made at the time of booking and what you expected on the day. We will take your feedback on board and look at how we make these arrangements even clearer in future.
