Wagamama
What was meant to be the highlight of my day turned out to be the worst part. I went to Wagamama in Heathrow Terminal 5 for my break, and experienced the worst customer service I've had in a restaurant in a long time. I arrive to be met by the rudest, most curt food service team member ever. He cut me off when I approached him, for a table for one. He told me to "wait there, ya?!" but said it in such a tone that made me stand still. He then proceeded to grab a menu and motion for me to follow him. I specifically requested a booth, and not a table. He propped the menu on the table and asked me if I was ready to order. Talk about pressure! I told him to give me two minutes, but he could bring me my drink in the meantime. I had to grab his attention when I was finally ready to order. He was very abrupt throughout, and when I asked him about a certain side order, he answered me by saying it's actually just 150 grams -- meaning..??? so I humoured him and said, I was really hungry so I would stick to my old favourite Chicken Katsu Curry. I told him I had just 30 minutes for my break, and did he think it would be possible to have my order brought within said time? He said it 'should be okay', while quickly scribbling stuff on my placemat.
After 20 minutes, my food arrived...it was a wrong order! It was the vegetarian option of what I originally ordered. Not that I don't eat vegetables, I do! It's just that, after the long wait already, and the pressure of having to eat in a rush, I was so set on eating chicken! I called a lady server over and explained the mix up. I was getting really irritated at this point. She apologised, but in the usual it's-not-really-my-fault-but-i'll-say-sorry-to-you-anyway-even-if-i-don't-mean-it manner. I grabbed my phone from my bag and called my manager to inform him I would be late 5-10 minutes. I think she sort of panicked at this point, cause she dashed back to my table and said they could actually do a rush order of my food, and whatever I can't finish she would pack for me. She explained that the short, polish guy (named Bartok or Bartek, something like that)who took my order was in a rush to go home, as he had in fact ended his shift at 3pm (the time I came into the restaurant). When the food came, I was upset already and didn't really enjoy the meal as much as I was expecting to. I had to wolf down my food as I was late already, and it caused me to feel sick. She offered me free dessert, to which I declined - telling her I hardly have enough time to eat my meal, what more add dessert - but she said she could pack it for me. I politely said no.
I did not leave a tip. Bad, I know, but I got such bad service. The manager did not even bother come to see me. He/She was just sending messages through the girl who was dealing with me. She even said at one point, I could speak to the manager if wanted, to further discuss the incident. For what??? It's sad that I had a bad experience at one of my favourite eating places. Bad customer service is bad customer service. There are no two ways around this. The least the manager could have done was come to personally see me, but no. They couldn't be bothered. Sure I work at the airport, but I am a paying customer too, at the end of the day.
After 20 minutes, my food arrived...it was a wrong order! It was the vegetarian option of what I originally ordered. Not that I don't eat vegetables, I do! It's just that, after the long wait already, and the pressure of having to eat in a rush, I was so set on eating chicken! I called a lady server over and explained the mix up. I was getting really irritated at this point. She apologised, but in the usual it's-not-really-my-fault-but-i'll-say-sorry-to-you-anyway-even-if-i-don't-mean-it manner. I grabbed my phone from my bag and called my manager to inform him I would be late 5-10 minutes. I think she sort of panicked at this point, cause she dashed back to my table and said they could actually do a rush order of my food, and whatever I can't finish she would pack for me. She explained that the short, polish guy (named Bartok or Bartek, something like that)who took my order was in a rush to go home, as he had in fact ended his shift at 3pm (the time I came into the restaurant). When the food came, I was upset already and didn't really enjoy the meal as much as I was expecting to. I had to wolf down my food as I was late already, and it caused me to feel sick. She offered me free dessert, to which I declined - telling her I hardly have enough time to eat my meal, what more add dessert - but she said she could pack it for me. I politely said no.
I did not leave a tip. Bad, I know, but I got such bad service. The manager did not even bother come to see me. He/She was just sending messages through the girl who was dealing with me. She even said at one point, I could speak to the manager if wanted, to further discuss the incident. For what??? It's sad that I had a bad experience at one of my favourite eating places. Bad customer service is bad customer service. There are no two ways around this. The least the manager could have done was come to personally see me, but no. They couldn't be bothered. Sure I work at the airport, but I am a paying customer too, at the end of the day.
Labels: Bad Customer Service, Terminal 5, Wagamama
posted by Boo | 12:46 am
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