Taking bad service to new levels

Original Message ----- 

Cormac,

In response to your email, I’d like to  first state that in no way was I aware that any special measures had been  taken by the restaurant on behalf of our party of four— this was never  indicated to me in the reservation emails, nor are your opening hours  indicated on your website.  Had I known that the chef and staff were  going to come in specifically for our party, and that the restaurant only  opened at 6:30 PM, I would have confirmed the booking, as our plans were open  to change (as they did), and changing plans would have disrupted the  restaurant.  It was never my intention to inconvenience anybody at the  restaurant.  We were, in fact, working with government representatives  and looking to show them a great new restaurant, but unfortunately due to  schedule changes from their side, had to cancel our booking.   Unfortunately, this happens when working with out-of-town  guests.

Your efforts to open the restaurant early on our behalf are  certainly noted, and appreciated.  However, your response to our  unfortunate cancellation is very upsetting.  Had we known the lengths the  restaurant had gone to in order to accommodate us, your frustrations would  have been more understandable.  Instead, we were operating under the  understanding that the restaurant was open for normal business for the time in  which we made our booking, which is why I cancelled the reservation.   When I saw your email come through, I had thought that it was no doubt  an email to say, “Sorry you couldn’t make it, but we hope to see you soon,” or  something along those lines.  Instead, what I found was a personal attack  on myself, and my integrity.  This is out-of-line.  I had looked  forward to trying out your restaurant, as I enjoy supporting new  establishments in Cape Town , and your menu looked particularly intriguing.   In light of your email, however, I will not be going to your restaurant,  and will be actively discouraging others from visiting your restaurant as  well.  

Moreover as one of the dinner guests for last night’s  booking, the CEO of Median Fund Managers, Mr. Joseph Stoltz, has seen the  correspondence between us, and will be following up in due course with his own  thoughts on the matter.

Frustrations with restaurant patrons who are  unreasonably demanding and inflexible are understandable; anger and hostility  towards potential clientele over a reservation cancellation is simply  unacceptable, as is your tone and sarcasm that have been used freely in your  correspondence.  Personal integrity is something that should always be  maintained, both professionally and socially.  Your correspondence to me  lacks integrity altogether.

It’s a shame that you have taken a good  restaurant concept and menu, and clouded it behind a wall of arrogant customer  service where the restaurant patron is viewed as a nuisance, as an unwanted  visitor.  

Regards,

Andrew Fleming


On 2009/10/08  10:16 AM, wrote:

Hi  Andrew,

I had  indeed been informed that you had canceled the table an hour before your  booking time.
Tone  remains the same.

Regards
Cormac 

----- Original Message -----  

Hi Cormac,

Before I respond to this email   properly, I wanted to make sure that you had been informed of my  cancellation,  that I had phoned in at 4 PM yesterday?  We had a  last-minute schedule  change on behalf of the business associates  travelling down from Johannesburg  that I called in as soon as I knew  about.  The tone of your email, and  it’s commentary, indicates  that perhaps you had not been informed of this  telephonic  cancellation.

Andrew


On 2009/10/07 7:54   PM, wrote:


Hi   Andrew,

On   behalf of all of our staff who came in early to make and serve  your food (we  normally open at 6.30 I would like to thank you for  messing their day up and  more seriously disrupting my afternoon  nap.

Please  do us all a favour and don't ever book a table  at my restaurant  again.

Regards
Cormac



----- Original Message  -----  

From:  Andrew  Fleming 

To: XXXXXXXXXXXXXXXXXXXX 
Sent: Tuesday, October 06, 2009 8:49    AM

Subject: Re: Website   Contact


HI Cormac,

Apologies, the dinner  is only  for  Wednesday evening— is this a problem?  If  not, please put  us down for  17:00 on Wednesday.  

Also, will the full menu be  available at 5 PM?    

Kind   Regards,
Andrew



On 2009/10/05 6:00   PM,    wrote:


Hi    Andrew,

That's  fine. See you tomorrow.

Regards
Cormac


----- Original  Message  -----  

Good Day,

We’re  looking to make  a booking  for  four people,  tomorrow at 17:00 for an early  business dinner—  would  this be  possible?

Thank  you,

Andrew   Fleming