For this, our third successive combined medical/shopping visit to Dunelm in Wisbech, it was apparent, that things have deteriorated in one area, visit on visit. This one was by far the most memorable, but for all the wrong reasons.
We arrived in the Pausa cafe at 12:40 and had sat down with coffee by 12:50, waiting for our meal. No one was in the queue in front of us so we mistakenly thought we would get our jacket potato and soup reasonably quickly.
Behind the counter however, was just one poor girl, taking orders, making the coffee, then fulfilling the orders. Chaos rapidly ensued! There was a young chap clearing tables, his first day, who was falling behind doing that, as she had to keep asking him to help then spending time telling him what to do.
DB received his meal at 13:15, having watched people arrive after us, getting their meals before either of us. He also went to the till to mention about my soup. By 13:30 no soup and by now, yet more people were getting served who had just walked in. Finally, two other people arrived to help (one possibly management), so I went to complain.
Not only was I hungry, but I now had severe indigestion and was incensed. I didn't want to take it out on her but when asked if all was well, filled her in, as politely as possible, about what had occured.
I received an apology, was informed about staff shortages (not my problem), training 1/2 day (again, not my problem) quick turnaround of staff due to university and college recruits being taken on/leaving, (even more not my problem). I told her what a trojan the poor girl was, coping on her own, behind the counter and didn't wish to complain about her.
I informed her that I was now so mad and very hungry and was now leaving, no, I didn't want my soup (which still had not been dealt with). She offered to give me a refund and could I have the till receipt. No, she couldn't because we hadn't been given one:(
A few minutes later she came to the table and refunded us for my soup and also DB for his jacket potato - a nice gesture. We thanked her and left. In the end I had to find a supermarket to get something cold to eat on the way home.
I hope to complain officially, but after trying to do it online, they wanted so much information, after which, they then promise to get back to me within 72 hours - say what!
Don't hold your breath!