**don't go here today -boxing day - you'll be disappointed**
i have a policy of not writing negative reviews without having given my feedback to the manager in person first and at least given them a chance to respond. i'm afraid this has been one of those times where i gave my feedback quite fairly and it wasn't received well by the owner and was negatively reacted to. this is a shame as it could have gone differently.
these guys are the only establishment open in waikanae today and they don't have enough people on, orgoodenough infastructure, to handle the demand they're clearly under. we saw people leaving for the same reasons we weren't happy. we waited 40 minutes for the coffee and fluffy we ordered, and our croissant was given to another table who arrived after us, but got their order before us. the biscuit we ordered was wrong and the one that eventually arrived was not very nice. the compensation we were offered was not being charged for the food that we didn't receive and was wrong/ not nice. this isn'tgoodenough, i'm sorry.
here are some suggestions that would make things easier for everyone, staff and customers alike:
- if there's a long wait for things like coffee please tell us before we make the decision to sit down. that means we are making an informed choice. you might lose a bit of custom but at least you won't be dealing with unhappy customers and therefore reviews like this one.
- if you're going to be the only place open in town, please don't use this as an excuse for a bad dining experience, like you did today. fair enough you were busy and clearly struggling but this could be avoided by making sure you have enough staff on, as you must have predicted how busy you would be today. if you make a decision to be open, make sure you execute it really well by having who and what you need to cope properly. being the only place open is not a form of compensation to your customers.
- you could also put on a limited menu on a day like today rather than your full selection. this would make it more efficient for the chefs to pump out meals quickly. perhaps more counter food also available would have made things easier.
- have people there soley focused on getting the coffee made and wait staff for just delivering coffee. most people want coffee and this was your biggest delay today. your wait staff were rushing around like blue-arsed flies and this could be avoided if you had specific coffee runners in addition to wait staff taking orders and delivering meals.
- if a customer is unhappy just acknowledge it and offer a decent compensation. that would have made a world of difference to us today.
we are really disappointed in today and your reaction to us. i feel like i was fair and not angry or rude. we've lived in waikanae since 2012 and have been regular customers of all your establishments. i'm aware it is fairly slim pickings in waikanae but there are other choices and i'll definitely be making some other choices after today. i feel sad about this but not sure what else to do.
i hope the rest of the day improves and that your staff get paid at least time and half for the difficult job they had today.
charlotte.