Fantastic food - poor customer experience - The Forge أبو ظبي - Buy Reservations
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😒 3/5 - Fantastic food - poor customer experience
By 👻 @Claire F, 02/28/2022 3:00 am
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I have left this review a few weeks, to see if this got resolved but unfortunately from our end it didn't and I can only assume we are the unlucky ones!
The food - fantastic.
However, we ordered two starters - one of which the girl had to check if there was any left. Through a miscommunication we thought she had said there wasn't so we ordered something else.
The two starters arrived one of which we thought had sold out! So we were pleased. But the other one (pate) hadn't arrived so we decided to just question that it wasn't going to be coming, as of course it would be too filling to eat all 3 and then have mains.
The girl came back and told us, sorry it is already been started to be made. We explained how we were sorry, explained the miscommunication and if possible we would like to cancel that, as we just want the two.
Anywhere i have ever dined before, this would have never been a problem if there was an error/mistake. The girl came back and said unfortunately, it's going to be coming and it will be added to our bill.
We felt a bit awkward at this point and said could she just tell them again we would be too full, if we have 3 starters (and reiterated the confusion!).
The girl came back again and said, if we are too full we can just leave a bigger gap between the starters and mains so we can basically fit it all in! At this point we explained again and then just accepted it. We felt awkward and to be honest, didn't really want to continue dining there and we could see them discussing this, which made it more of a poor experience for us.
At the end we told the manager that the only downside was the way the starters was handled. As a gesture of goodwill they knocked off the pate starter (which by the way we didn't have in the end!) ... which we thought was quite remarkable, seeing as though we didn't want 3 starters in the first place! So really, we paid full price for what we had.... we didn't get any discount.
The manager did say we could email her and 'sort something out' to come back.
We also must add here, that prior to booking this over email, we did make them aware that we wanted to try this place, so we could bring a party of 12 for a 40th birthday.
A few days later, we got an email asking if we would like to continue booking, as the deposit hadn't been paid (obviously didn't put two and two together!) We ignored this and then got a phone call, to which I explained the situation and what had happened. Funnily it was the same girl on the phone, but she did not make herself known about the situation and she just sort of said "sorry about that"... and that was that! Nothing.
Then we got an email inviting us back, for a bottle of bubbly (which almost felt like it had been left a bit too late).... but at the moment I'm pregnant so not drinking and then there was no follow up from that conversation either!
Unfortunately, customer experience for us is everything. You can eat the most incredible food, but if you feel bad whilst doing so it's not where you go to spend your hard-earned money!
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