Dear Sir/Madam
I am writing to you regarding an incidence which took place at Pizza hut in the leeds show case on Glederd Road, WF17 9RQ on 9th December. We have always enjoyed eating out at pizza hut and have been doing this for several years. The service has always been of a high standard and we have never been disappointed with the food nor the service in the past. Because of this, we decided to have our Eid (festival) celebration meal there with my family friend and children. Unfortunately, on Wednesday 9th December-between 19.00-21.00 hours this was not the same at all. We waited 15 minutes to be seated then placed our order with charlotte, when our starter arrived; we were not offered salad palate. Plate of salad was the part of the meal deal we ordered. We ordered and extra topping of chillies on the medium pizza for two adults and large pizza with normal toppings for two children. The topping was put on the large pizza, which was for the children and to make matters worse the pizza arrived late, cold, and not well done in spite of the request to have it well done. We brought the attention of the server, charlotte to the matter, and she said she would have a word with the manager. After 5 minutes, she came back and said manager has offered us a salad plate. For us it was far too late to consume salad at that point. Meanwhile children had eaten few slices of extra hot doubled toppings pizza and they were in tears due to extra topping which the staff placed.
We were frustrated with the lack of concentration and effort put into the making and serving of our meal. We asked to speak to the manager. A young man in his early twenties then came to speak to us. He claimed to be the manager but did not show us any identification or proof of his position. His uniform was the same as the waiters and rest of the staff. We tried to explain our concern and he said that you should have discussed your concerns with the server. He refused to admit that extra chillies were placed on wrong pizza. He further said extra hot vegetarian pizza always has extra chillies. We admitted that it supposed to have extra chillies but extra topping of chillies have been topped on wrong pizza he never admitted nor apologised. We requested him to show the two pizzas to any person in the restaurant and then you would believe us. At this point he became emotional and personal and started shouting that we were challenging his managerial skill and ability. We said it is not that but he was not admitting the mistake of the kitchen staff. Noticing his aggressive, unprofessional and emotional behaviour, we requested him to let us have a word with some body else, he said that he was the duty manager and the manger of the restaurant was not present at the time as he was in the day shift. He said I could offer you dessert to compensate or 25% discount. We told him that it was not money matter but we were concerned about the principle. Then he said I could make you an other pizza but you have to wait until we get free and you have to pay extra money for that as well. At this stage he started counting the slices of pizza children had eaten to calculate the bill for us. We were offended by his behaviour and asked him to calm down as he was shouting in front of the customers. Then he left the table after about 7 minutes, having shown his aggressive and discriminatory attitude saying” you will have to pay full bill now” We were offended and shocked by this accusation made against us and we were spoken to in a rude and ignorant manner. Children were very frighten and shaky.
We approached to the counter to pay the bill. He continued to argue with us in presence of dozens of customers ignoring our request to calm down and stop shouting. He continued interrupting and accusing us of disturbing customers and questioning him, when we asked for an explanation. We were then again humiliated in front of the customers around us. The way we were treated made us feel discriminated and victimised. He continued to accuse us and would not let us explain what we had to say. When we asked for a written account of what happened his attitude was despicable and immature. He turned away from us and ignored us again. He then told us to pay the full bill and we questioned this in reply he started counting the pieces of pizza again we had eaten for the purpose of payment. He forced us to pay the bill and leave the premises. We then made a request to him to write down the summary of events that had occurred that evening to justify his behaviour towards us but he refused claiming that he was busy and had other things to do. He told us to come back the next day knowing that this was inconvenient for us, as we had told him we had come all the way from Huddersfield.
We were upset and surprised and children were crying by this series of events and our evening was spoilt and disrupted. We paid the bill and left the restaurant offended, discriminated and hungry. This unfortunate and unexpected experience and immature behaviour of Mr Luke left negative emotional impact on the children. The confrontation scared and caused distress to the children present; because of this, they were not able to have proper sleep and could not attend school the following day. A family guest was also present and was insulted and humiliated by Mr. Luke, which caused a huge amount of stress to the family. At one point I was trying to explain to Mr. Luke, he interrupted the guest when our guest tried to participate in the discussion. Mr Luke proved himself to be judgemental by saying to our guest” I’m not listening to you while I’m talking to your wife”- this statement was very disturbing and insulting for myself and children as the guest was a close family friend but not my husband. I believe that Mr Luke has no right to make any pre judgment about the customer’s relationship.
I hope that this matter will be taken seriously and some action will be taken because if this is the standard at which customers are being treated then I highly suggest that it must be looked into and that standards must be improved. I am very disappointed at what happened that evening as my expectations are very high and I feel and know for a matter of fact that we have been let down and humiliated as well as being accused of making accusations.
I look forward to hearing from you in regards to this matter and request for thorough investigation.
Thank you.
Yours sincerely
MRS.N.M. CHAUDRY
0 comments