Tag Archives: restaurant

Shocking Customer Service

At first glance, these look like great plates of food. These reflect a restaurant that has obviously understood our allergy requirements and nailed it. Right?

Actually, these represent a lunch that almost didn’t happen. An experience that certainly left a bitter taste in my mouth and almost resulted in an outright refusal to stay anywhere that could treat an allergy family so badly. I’m a keen proponent of giving praise where it’s due, especially in the world of free from eating out, but rarely will I actively name and shame those who get it so absolutely wrong. However, I am so incensed by our bad experience that I just couldn’t stay quiet this time.

We recently found ourselves in the Somerset town of Street, home to the Clarks village outlet stores and decided to head in to see if we could pick up any last minute bargains ahead of our summer holiday. Having arrived and parked our car, both children started mumbling about a need for food and we decided to start our shopping trip on a good note and have lunch. Whilst the map indicated that G’s favourite, Pizza Express, could be found on the far side of the shops, we thought we’d give a brand new eating out experience a try and opted for Frankie and Benny’s instead.

It has been a long, long time since we last ate there and, to be perfectly honest, it will be an even longer time before I choose to step foot in one of their restaurants ever again. We asked for their allergy menu, made some key choices and then waited for our waitress to arrive to start the ordering process. G was keen to have their GF pepperoni pizza and eager to exert her new-found confidence by ordering her own complicated requirements. And that’s where the problems began.

G asked to have their GF American Hot, without chillis and replacing the mozzarella with goats cheese, something we do the world over and something that has never been a problem. The waitress said that wasn’t possible and, when we explained that we needed the pizza to be both gluten- and dairy-free, she shrugged her shoulders saying that the pizza wouldn’t be dairy-free if we replaced the normal cheese with goats cheese instead. I patiently explained that G has a problem with the cows’ milk protein and can in fact tolerate goats cheese ok. The waitress walked off to “check the label” in the kitchen, before marching back to triumphantly announce that the label said it contained milk, so we couldn’t make that change.

I’ll be honest, I was slightly frustrated by now and so asked if it was possible to either see the goats cheese they use or perhaps instead, talk to the manager. I was polite in both my tone and my words, but determined that dealing with the restaurant manager would be a safer option for us and so our waitress’ response stunned me. She told me that the manager had told her it wasn’t a safe alternative and when I asked again if we could talk directly to the manager as M’s needs were considerably more complicated, she threw her hands in the air and rather rudely informed me that she was refusing to serve us because of my attitude.

In another time and place, I would have insisted on leaving right then, but I had 2 hungry children to feed and I didn’t want to start the ordering process all over again. Mike took over talking to the manager and the resulting plates of food were the success we needed them to be. We received an apology for our waitress’ attitude and reassurance that they would be very careful in preparing G and M’s lunches. They arranged a special drink for M – lemonade with vanilla- and worked hard to ensure the rest of our experience went without a hitch. I can accept that perhaps our waitress was having a bad week, my work week hadn’t been the easiest either, but for someone working in the service industry to be so dismissive and rude to a customer with additional requirements is completely unacceptable in my book. It’s a shame because both children really enjoyed their meals when they arrived, but if I never go back to Frankie and Benny’s with them, it’ll be too soon.

Kids’ eye view of Lisbon

One of the attractions that M was keen to visit was the Oceanário de Lisboa, opened in 1998 as part of the last twentieth century World exhibition and which is the largest indoor aquarium in Europe. Having explored Old Lisbon on our first day, we were all happy to change pace a little and eventually made our way there via the beautiful Praça do Comércio and a necessary decision to hail a Tuk-Tuk, when our hop-on, hop-off bus couldn’t be spotted except as a dim mirage in the distance. By the time we arrived the main queue was dishearteningly long, but thanks to the helpful advice of our friendly Tuk-Tuk driver, IMG_0943[1]we instead joined the one for the ticketing machines and found ourselves moving through it fairly rapidly and were into the aquarium itself within little more than 30 minutes of our arrival.

We were directed to begin our visit with the temporary display before we cannily stopped for a relatively early lunch, which meant we managed to dodge any lengthy waits in the cafeteria. Both children were eager to head into the main and permanent exhibit, lured by the promise of manta rays and rainforests and we spent a glorious afternoon there. This was a truly amazing exhibit that took us on a 2-level tour around the world and around the incredibly impressive huge tank that formed the centrepiece of the aquarium. This tank was filled with all manner of fish and could be easily viewed from just about every angle as we made our way around the building. IMG_0955[1]G and M spent their time photographing or filming what they could see, racing between displays and tanks, and excitedly sharing the tidbits of information they had picked up along the way. From penguins to puffins, jellyfish to sunfish and sea otters to sharks, the kids got to see them all and were totally fascinated the entire time we were there.

Our second child-friendly stop was spotted as we left the Oceanário and meandered our way in the glorious sunshine to where we had been reliably informed we could catch that ever-elusive tour bus back to the main centre. M had actually already identified it as a possible place of interest, but it wasn’t until breakfast time of our final morning that we decided to pay it a visit. After an unsuccessful lengthy wait for the renowned Tram 28, Mike, the children and I decided to abandon the rest of our group as they continued to queue for it and instead headed off to the Pavilhão do Conhecimento or Knowledge Pavillion. IMG_1009[1]We have previously had great experiences visiting other interactive science museums such as the Science Museum London, @Bristol and the Ontario Science Centre in Toronto and G and M have loved every moment of them. I was confident that we would have similar success in Lisbon and couldn’t wait to see what experiments and activities were on offer there.

It was absolutely another day that was more than well worth the very reasonable entrance fee and we explored every inch of the place thoroughly. We started downstairs in the Viral exhibition, which looked at what contagion is and how it works, not just from a bacteria point of view, but also looking at the current spread of the social media trend. G and M loved the interactive displays from capturing and identifying different germs to seeing if watching others yawn can cause you to do the same , as well as whether they could incite a virtual audience to copy their clapping, dance moves and Mexican wave. IMG_0980[1]We paused for a quick lunch, which included a plate of rice for M and some gluten-free chips for G in the on-site restaurant before heading upstairs to tackle everything else the museum had to offer. M was particularly enthralled by the prospect of riding a bike across a high-wire suspended above the main floor of the building and successfully rode there and back, though G was a little more cautious and couldn’t quite brave it. Our afternoon was packed full of activity for us all and I was especially appreciative of the strategically placed armchairs spotted throughout the exhibits for those of us who didn’t want to be on the go the whole time! We filled the time we had there and managed to do most of the exhibits, though not quite all of them. It was a fun afternoon for the whole family and I wouldn’t hesitate to take G and M back if we had the chance.

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