My complaint:
New Year’s Day:
My friend and myself had a meal at the above site. I played a video on my fone to my friend! It was a conversation.
I was told TURN IT down! Very rudely by a male employee! I challenged his behaviour and found that NO CUSTOMER had complained – in fact it was not that loud! His discretion was used poorly. We did have a conversation with the manager at the time. He said there is a policy about using fones/devices and volume thereof. To date I cannot find any such policy! I was not impressed by the treatment I received – I thought I was back in the class room!
I did send a complaint form to Wetherspoon Customer Services – the response was basically them fobbing me off. They didn’t explain this so-called policy or provide me any proof of its existence. I emailed back – no response – I wrote to the Chief Exec – no reply. I filled out another complaint form – it took them 2 days to respond telling me that the matter is closed!!
It is certainly not closed. Wow how pompous.
Questions remain unanswered:
Where and what is the policy?
Who sets the sound level? And what is that?
Where is the footage thst the manger recorded at the time (he wore a body recording device – not sure if he was or was not recording – he didn’t say!)
Why didn’t the customers get told to tone down their language and their noise? (I visited the Railway Inn again on the 8th January around 6pm. The table next to me was occupied by a group who were very loud using expletives and talking about zhings thst you really wouldn’t want to hear just before eating! Not impressed that no one approached them! Luckily there were no children in vicinity! – I even played a video on my fone at FULL volume – I couldn’t hear it above the noise these customers were making – so makes their so-called policy an absolute joke!)
I have written a further email to Cudtomer Services. There is no one to talk to AT ALL the telephone number is more than useless it starts a message that basically refers you back to contact them.on-line. Have they even got a Customer Services Department?
They don’t even sign their emails with a contact name! they seem to be faceless- not very Customer Service orientated is it?!
That basically sums it all up
Suggested solution:
I need proof of the policy.: who sets levels etc
I need the video/audio copy from the manager's body device.
I'd love to know why my so-called misdemeanor was looked down on but the noisy foul-mouthed customers was not!! A very grey area it would seen!
A full blown apology for ruining what was a great evening up until the order to turn it down! A complimentary meal wouldn't go amiss.
Maybe some signage within the eating area drawing attention to the 'Policy' so that others do not have to put up with what I had to put up with.
A human to talk to - either an area manager or a Customer Services representative - anyone really!!
