Divin Muamba
Google
I am writing to express my profound disappointment with the service I received during my visit to your establishmen. I came in with the expectation of a welcoming and enjoyable experience, as your website promotes an environment where “every sport” is showcased and enjoyed. Unfortunately, this was far from the reality I encountered.
During my visit, I politely approached one of your staff members, a light-skinned individual with dreadlocks, to request that one of the TVs be switched to the UFC fight. Given that there were multiple TVs available and I was a paying customer, I thought this was a reasonable request. Instead of responding professionally or respectfully, the individual flatly refused and dismissed me. To make matters worse, they later approached me in an aggressive manner that made me feel as though they were ready to escalate the situation further, rather than calmly resolving the issue.
What makes this experience even more disappointing is that several people around me mentioned that this particular staff member has a reputation for being rude to customers. This behavior directly contradicts the standard of service that any reputable establishment should strive for.
As someone who spent approximately $65 during my visit, I believe I deserved to be treated with basic respect and courtesy. I was not there out of charity, but as a paying customer who values and supports businesses. The decision to close my tab and refuse to serve me further was unnecessary and unprofessional.
There is a way to decline a request or address a situation without disrespect. Communication and tone matter greatly in customer service, and I strongly urge your team to prioritize proper training in these areas. Respecting your customers is crucial for fostering loyalty and promoting growth as a business.
I sincerely hope you will address this issue, both with the individual involved and at an organizational level, to prevent future incidents of this nature. I look forward to hearing how you plan to resolve this matter and ensure a better experience for your customers moving forward.