ordered coffee and chocolate croissant this morning, based on previous visit, when i had particularly enjoyed the croissant. this time i was served a normal croissant cut in half with nutella or some similar spread in the centre. when i questioned this, i was told that they'd run out of stock, but that this was a far better alternative as it was a proper croissant versus the commercially produced chocolate ones made from chiabatta dough! rubbish!! let me decide whether i want a substitute or not, and don't then give me a load of bs as an excuse / explanation to justify a poor management decision. oh, and i was offered a discount, which i politely declined - i wasn't out for a freebie!!
hospitality 101: the customer isn't always an idiot!!