~Coast Restaurant Vancouver~
I find myself with a heavy heart as I sit here to write this post. Why? Because I may have to cross a restaurant off my “dine-list”. Coast Restaurant in Vancouver, BC has crossed the line – to TheGoodCustomer’s dark side. Grrrr!
So many events took place during this whole experience, that I find myself at a lost for words. I ask myself – how do I present all the details without boring my audience? How about I give you some facts?
- Made reservations for a party of 4 @ 615pm
- 3 of us arrived at 545pm, to have drinks at O Lounge
- We were told that O Lounge was full but we could choose to sit the bar or even at our table in the dining room
- I mentioned to the staff that there MAY be 5 in our party as opposed to 4
- Staff were very accommodating and offered us a bigger table
- Throughout dinner, we felt rushed and by the end of the night, we were handed the bill even BEFORE we requested it
- We occupied the table for less than 2 hours.
I have always been a fan of the Glowbal Restaurant Group and an avid customer at every one of their restaurants – Italian Kitchen, Sanafir, Glowbal, Trattoria. Thus, I was already expecting the post-visit courtesy call from the restaurant when they rang me the next day.¬†When the bubbly¬†gal on the other end of the line asked me about my dining¬†experience, I proceeded to describe the events of the evening, stressing that¬†we did not appreciate being rushed through the dinner. Her response was to tell me that the restaurant often double books their larger tables (we were at a table that could accommodate 6 persons – so hardly a “large” table). Regardless, if this was indeed the case, then this restaurant has more serious problems than customer service. Perhaps there is a need to restructure the logistics of their reservations?
Back to the phone call…. there was no offer to investigate further; or to forward our complaint; or even an apology. After an awkward silence,¬†bubbly telephone gal says “Well ok then, thanks for your time”. Perhaps Coast Restaurant should just implement a automated phone system to conduct their courtesy calls?… especially if their personnel are not trained to handle customer resolutions.
After my dining experience, I would rate the customer service at a 3.5. After the courtesy phone call, the customer service level dropped to a 2. This prompted me to write a letter ….. “Dear General Manager (GM) of Coast Restaurant”,….
A month passed, and I did not receive any type of communication from Coast Restaurant. NOT receiving any response from my letter to the GM of Coast Restaurant led to sheer disappointment. I had high hopes that this restaurant could save itself from being banished from my favourite “dine-list”. Crestfallen, I furthered their customer service¬†rating down to a 1. I was not seeking any compensation. But at the very least, I believe that a customer needs to be acknowledged. Coast Restaurant markets itself as high class eating establishment that offers exceptional service. But if a company of this caliber does not get down in the trenches and face their customers – they have failed in all¬†aspects of customer service.
Not one of Coast Restaurant‘s finer moments. A classic example of how a small issue escalated into a bad situation. Now they have a dissatisfied customer (that’s me!) that they may never recover.
Popularity: 3% [?]