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| Reem Al Bawadi - SZR Branch |
The restaurant does compensate the frustration with the good quality of Lebanese food they serve but sometimes one asks: is that enough? People may say that their staff are friendly and so customer service must be outstanding but today, I decided to put this experience up for a test.
I arrived at the SZR branch at around 10.15pm. "Table for two?" I hopefully inquired for me and a friend and, of course and as expected, we were asked to wait for a few minutes. After a brief 5-minute wait, we were finally offered what can be described as the worst table they can possibly offer to any customer. The reason I say so is because it is the only table at its location which is inconveniently placed at the walkway right under the television. Every guest before us refused it and every guest after us did too. So when I informed the manager that we will pass and asked if we can occupy one of the two other nicely located tables somewhere near the corner of the shop; the manager, almost at an instant response rate, replied saying that those two tables were reserved! He also told me that if I wanted another table then we must wait for another few minutes and I happily agreed to do so!
After another 5 brief minutes, 2 guys walk in and greet the manager in a way indicating to me that they were regulars. They ask him for a table for 3 and to my shock, he offers them one of the two tables I asked about almost instantly and without hesitation. My so-obvious confused and shocked expressions probably led the manager to pre-anticipate my complete dis-satisfaction with what just happened and decided to offer me the other "supposedly reserved" available table! As I attempted to get over this incident, I was again surprised when the staff separated the table for 4 we were offered turning them into 2 tables for 2 and spaced away at no more than a width of a sheesha! "Busy night" I thought to justify it.
At around 10.30pm, I finally place my order! "Saj with Cheese" I request and the waiter replies that they do not make Saj at the SZR branch. So, I smile thinking that this is just not my day and changed my order to a Cheese Manakish almost in an instant reply. After a number of reminders and waiting for over 1 hour and 10 minutes, I ask the waiter again about the status of my order and even crack a joke with him telling him that during the time I waited, I could of went to a bakery, ordered the same thing, ate it and come back. To my horror, instead of an apology, the waiter simply tells me in a frustrated voice "what shall I do? I forgot all about your order!".
Should it not have been Ramadan which is also known as the month of forgiveness, I would of had a go at the waiter and his manager; but instead, decided to vent it all out through this blog! I am only trying to elevate the level of customer service and perhaps by sharing this experience and hearing yours, maybe we can raise an awareness of what is considered to be acceptable and what is not! What do you think?
To be honest with you Elias, not sure if its about the cars as I doubt they get to see which one you drive and i also really don't think its about the women. What I think its about is that they tend to give an impression that they assess how deep your pocket goes depending on previous spending patterns or appearances; and this I find truly sad!
ReplyDeleteThis incident happened long time ago, but resulted in fewer visits to Reem Al Bawadi from my side:
ReplyDeleteI once went to Reem Al Bawadi, Jumeirah Branch. I was a bit late so asked the waiters' foreman to bring me a chair. He brought the chair and placed in the mid of the hallway so I told him that the placement of the chair wasn't appropriate. The man turned red!!!! and started yelling at me: "Patience, Patience, I'll change it for you later!!!!" My friends asked me to calm down but I couldn't. I went to complain about it and the Manager came and I told him about what happened. The manager was so kind and understanding and noted to the foreman to come to me to apologize but he refused! Anyway, it was a one incident but I don't like Reem Al Bawadi anymore. I have replaced it with Mezza House: excellent food, better location and tasty watermelon-mint sheesha ;)
Thank you Jellyfish for sharing your story and for your alternative recommendation.
ReplyDelete