After confirming before booking and on arrival at the Byres Road Glasgow restaurant on 11 April that my partner was celiac, we were assured that the restaurant would accommodate.After a 3-hour service (!) of their 'New York Experience', my partner became violently ill immediately after leaving the restaurant with the recognised symptoms of a direct and significant exposure to gluten. This left us stuck in a car park in Glasgow for hours while we waited for her symptoms to lessen and her pain to ease. Despite emailing the company the next day, we did not hear from them until 16 April. Their reply (from the customer service team who commented on these posts) was to promise to investigate this incident with the branch and remind us of the risk of airborne contaminants. Despite our reply asking for an escalation and a refund for my partner's meal, we have been ignored as I write this on 28 April. Based on our traumatic experience I cannot recommend this chain to anyone with a food allergy. The ‘customer service’ for a serious health issue is way below the standard of any other restaurant we have experienced. We believed that the price point for a tasting menu was too good to be true at SixbyNico and it is with regret and disappointment that we now know it is. Follow-up response 29/04/24An insulting email response by SixbyNico stated 'purposely serving a coeliac gluten is not what has happened' which is a combative/unprofessional response at best. As regular restaurant goers, we have enjoyed many experiences around Glasgow without incident. Regardless of whether exposure was due to a mistake or, as stated in SixbyNico's reply, 'the possibility of contamination, albeit slight' the result was an awful dining experience. A restaurant's true value is seen in how it addresses difficult situations. Customer service makes a difference.In a similar incident with a different restaurant last year, the manager had personally contacted us to apologise before inviting us for a return trip to view the kitchen and receive a complimentary meal. We accepted and have returned many times since.SixbyNico's response was to provide us with a statement of their internal investigation and ask us to get back in touch if we want further information.
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