- 整體 2
- 食物 3
- 服務 2
- 氛圍 3
I am writing to express my dissatisfaction with the service I received at Blacklock Shoreditch on 20 January 2025 due to the careless and dishonest behavior of your staff. I have been a loyal customer for years, visiting various branches with friends, but this experience was highly disappointing.
On that evening at around 6 pm, my party ordered three drinks, a Prime Rib (750g), a Porterhouse (750g), and some sides. When the food arrived, we received two Prime Ribs instead. A food runner returned 30 seconds later, took one of the Prime Ribs away without asking, and explained that the Porterhouse had been mistakenly served to another table. She offered two options: to keep the Prime Rib or wait 20 minutes for a fresh Porterhouse, assuring me either choice would be free. I confirmed her statement twice and opted to wait 20 minutes, leaving us with just one Prime Rib for three people.
What followed was frustrating and unprofessional. The manager approached the table that received our Porterhouse to apologize but ignored us entirely, despite us being the ones inconvenienced. When the bill arrived, I was charged for everything. I asked the same food runner to clarify, and she claimed there was a misunderstanding — only the extra Prime Rib was free, not the reordered Porterhouse. Had she made this clear earlier, I would have taken the free Prime Rib and reordered the Porterhouse, paying the same amount without wasting time.
This dishonesty, lack of an apology from the manager, and overall poor handling of the situation are unacceptable. I paid full price despite the inconvenience and misleading statements. I would have been fine waiting if there hadn’t been a false promise.
This incident reflects poorly on your establishment’s reputation. I hope this issue is addressed promptly, and I look forward to hearing how you will prevent similar occurrences in the future.
Thank you for your attention.