We went on a Sunday with our three fairly quiet children ages 9-12. It was my birthday so we had already been out in town for a while. When we ordered our food we asked how long it would take and were told 20 minutes. So we asked how long a tea and a coffee would take. We were told they could bring those straight away. We said "Great, please do. We would like them while we wait for our lunch, not at the same time as our lunch, just while we wait." We then paid our bill by card upfront. Which seemed very unusual at the time but we didn't think too much about it. Off they went. Ten minutes later, no drinks had arrived. So we found a server and asked how long they would be. We said again that we did not want them at the same time as our lunch. So if they were going to be more than a couple of minutes more to please just cancel them. She said she would go and get them.Ten minutes later the drinks arrived... A tea and a latte. We had not ordered a latte. Just as the server was taking them off the tray the food arrived. So we said "this is exactly what we didn't want. Please take our drinks back and refund them, and please note we did not order a latte"The server went to get the manager.Her response was"You did order a latte, it says so on the receipt, look.""We did not order a latte we ordered a coffee. Anyway it is too late now because our food is here""What's wrong with that? We've brought you your order""We didn't want out drinks at the same time as the food""Then why did you order them at the same time""We were told that the food would be twenty minutes so we asked how long the drinks would be. We were told they could come straight away so we ordered them explaining we wanted them before our lunch""And here they are. What is the problem?"(Bear in mind, all this time, the kids are gazing at their lunch unable to start eating it because the manager is leaning over the wooden fence and across our table.)"We do not like to drink hot drinks whilst eating. We would like our money back for our drinks and we would please like to eat our food and give the children theirs.""We are not set up to give refunds. You have to contact the admin team""Whaaaaaaat??? That's ridiculous""That's how it works here""Right. How do we do that then?"She gave us a card with the email address on.After eating our overpriced and very average meal of basically cooked items bought from any supermarket freezer section we went back to check with her...."So when we email the admin team how do they know we are telling the truth?""Because I will confirm it for you""Ok thanks. And what is your name please?".She told us her name. I won't share it here.It was my birthday treat and I wanted to put it behind us for the rest of the day, but it really stung.I emailed the next day. I kept it simple. I just stuck to the timing of the drinks. I did not mention the attitude and being made to feel like we were awkward, dishonest customers.No response.I emailed again on Wednesday.No responseI phoned on Friday. I spoke to a man who told me that it had taken a long time to get an answer from the Nottingham branch but he had one now, it arrived just before I called ...what a coincidence... He stated that our stories do not match and the manager said the drinks came out way before the food did.I could not believe it. I had been polite and patient throughout the whole ridiculous exchange but I cracked"Are you calling me a liar?"I said"No I am just relating what they told me""But it's not true""Well I cannot change what they have said. This is what they said and I can't do anything about it. All I can do is put it in an email and then you can respond.""This is ridiculous...how can it be ok to treat your customers this way?"He said...and I kid you not..."Did you know that we are a charity?"That made my blood boil! I said"Of course we do. That is why we did not object to paying £34 between the five of us just to get in through the door for only one hour. Then we spent £70 on our food. I work for many charities and we treat the people we serve with respect and kindness. All of them""All you can do is respond to the email. I am just the messenger. I have no power in this at all"I was physically shaking by this point but of course I thanked him for his help and put the phone down. My 9 year old son had heard the conversation and he said"But the lady said she would tell them what happened Mummy". My 9 year old had just learnt that not all adults can be trusted. I guess there are worse ways for that lesson to be learnt...I have been wondering what to do about it for the last couple of weeks. It isn't about the money any more. It's the principle.I have decided the best thing to do is share the story. Be careful what you order, have evidence of everything, because if anything goes wrong you will not be treated well.
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Kitty Café is a cat rescue centre and cat café offering a selection of drinks and hot and cold dishes, with vegetarian, vegan, and gluten-free options.
