We visited Vapiano by Berlin Alexanderplatz and had one of the worst dining experiences we’ve ever had.To begin, we were given one single card for three people, which immediately caused confusion and delays not what you expect from a supposedly organised, self-service system.One of our guests is disabled, yet there was no effort from staff to be helpful or accommodating. The food arrived incorrectly, despite clear instructions for no tomatoes and no onions both of which ended up in one of the dishes.Then came the chaos with the drinks. After ordering, we were told at the bar they had no record of our drinks. No one had asked for our card number when we ordered, so we had to go back to the kitchen to retrieve it. Then, after waiting again at the bar, it took over 20 minutes to finally receive our drinks and by that time, we were already halfway through the meal.When I politely told the manager with the braids that this delay was unacceptable and that, at the very least, the drinks should have been comped as a goodwill gesture, he replied with the most ridiculous comment I’ve ever heard in hospitality:“Well, you drank them, didn’t you?”Yes, of course we drank them what were we meant to do? Eat a hot meal with nothing to drink? The point is they came far too late, and his flippant, dismissive attitude showed a complete lack of professionalism, empathy, or common sense.His assistant a young woman with brown hair was no better, raising her voice and shouting across the reception area. They made us feel deeply uncomfortable, and honestly, embarrassed for them. It was clear from their behaviour that customer service is not part of their training or mindset.We were offered €6 off a €72 bill, which added insult to injury.We expressed our frustration respectfully and directly, and I used the word “disgusting” to describe the experience because that’s exactly what it was. Not just the errors, but the arrogance and rudeness of the staff.This location used to be one we’d frequent, but we will never return, and I strongly advise others to steer clear. There were only around 40 people in a restaurant built for 200, and yet the staff still couldn’t handle it. No urgency, no courtesy, and no clue.Frankly, it’s no wonder Vapiano is closing branches if this is the quality of service they’re offering, this one will be next. And deservedly so.Truly unacceptable and embarrassing for the brand. Avoid.
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vapiano, international, landing page
