"Worst experiance ever"

A review of Spirit Group Ltd by Simon beal written on Thursday 13th of January 2011

Hi

I have unfortunately tonight visited one of your managed establishments, and whilst been in the food industry for over twenty years I do not believe that I have ever met a worse display of customer service and delivery of customer satisfaction, I refer to “the courtfield” at 187 Earls Court Road.

I ordered a simple dish of your menu, the choices and descriptions were appealing as a result of which I therefore ordered a steak baguette, and fully believed that my food would be of a good standard given the service I had recived so far. After ordering I asked how long the dish would take to arrive and was told approx 10 to 15 minutes, this again was correct, unfortunately this is the point that my experience was found to be lacking. The contents of the baguette could only be described as “cold” I returned the dish to the bar were I was informed that another dish would be prepared for me, this I accepted and although no actual apology the gentleman team member seamed quite genuine. Whilst I fully understand that mistakes can be made I expected the dish to the be served correctly, this again was not to be the case, and my second dish arrived “COLD”. Whilst this added what can only be described as insult to injury, what followed is probably the worst of the experience.

I returned the second dish to the bar were I met “Graham” who I understood to be the manager, after explaining the issues and quoting “once is bad, twice is totally unacceptable” I was offered “do you want your money back” in a manner that lead me to believe that he simply did not care as to the reason, given the food to date I stated yes and that I would still expect a replacement, at this point Graham stated that he would not do this as I had got my money back!!! Been totally appalled at the level of customer focus I asked for the contact details of the area manager, I was given a first name and I asked for this to be written down in order to contact, this was refused with a quote of “cant you remember it”, I then asked for the company name and was told “punch taverns”, I asked for contact details and again was refused. I then asked for his comments in writing i.e. that he would give a refund but was stead fast in his refusal of another dish, this was also refused in a abrupt and aragant tone.

I was left fully with the impression that customer service and at the least satisfaction were the very lowest of priorities, and that no matter what was said there was to be no focus on the lack of service and delivery of the basic standards. Whilst I fully except that we are trading in what can only be described as “difficult times” I had not thought that a company would lower its standards to this degree.

Please feel free to contact me should you wish any further details or feedback regarding this visit, I will also welcome your comments on what can only be described as the most awful display of customer satisfaction.

Kind regards

Simon Beal

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