Mosey (moshiicake) wrote in bad_service,

About a week and a bit ago I was at Heathrow airport with 7 of my friends as we were all taking a holiday to Japan together. We'd had to get up at 4am and leave very quickly, and our flight wasn't until 12 noon, so we got pretty hungry. After checking in and getting through to airside we decided to go for some breakfast/lunch. We went to O'Neals, because it was a lot less busy than all the other places there.

It was Sunday at 10.30 so the airport was a lot less busy than it is normally on weekdays, but we still had to queue to give our orders - only a very small queue, mind, so that's not bad service there.

When it got to me I realised that I only had yen on me - I'd changed every pound I had because of the good rates and because it costs so much out there to withdraw from an account. But it didn't matter, because there was a sign on the door saying they accepted Visa, Mastercard, Delta and all the other debit or credit cards.

I presented my card to the lady at the till when she asked for payment. She looked at it and then at me and said, "Oh, it will take half an hour to process this. Don't you have any cash?"

"Sorry, I don't, unless you'll accept japanese en."
"It's GBP or USD only. Fiiiine. I'll take your card, but it will take ages. I have to wait for it first. You might want to ask one of your friends to pay for it for you if you can't pay for it yourself."

Then the other girl who was behind the bar passed her the card reader and said, "here you go, no one was using it."

It took around three minutes to send the card details and for me to enter my PIN. Half an hour, indeed. Sounds like someone just couldn't be bothered to do a card transaction.

Now that we had that out of the way it was time to Wait. I know that in O'Neals the food is just microwaved up and sent out, like so many other pubs.

All seven of my friends recieved their food within three minutes of ordering it, delivered to their table. They said it wasn't very tasty but it was certainly edible and was at least hot.

Fifteen minutes later, and I still hadn't recieved mine, which was identical to another friends order. Several orders that were made after mine came out. I asked a passing waitress if my order was ready yet, and she said she'd look into it. She never came back. It got to 11.45 and I felt that I was cutting it a little close, so I asked another waitress what had happened to my food. I showed her my reciept to prove that I'd actually ordered something. She took it with her - something that I was never given back, which is very bad considering it was paid for with my card and AFAIK you are always supposed to recieve and keep your card reciepts. Thirty seconds later she bought out my plate - it was missing some parts of the order and was nearly stone cold. Barely edible. I ate what I could because by this time I was starving, but it was pretty nasty.

I wanted to complain to a manager, but considering how slow the service was in the first place and how rude the initial girl was, I doubt I would have even seen a manager. I had to catch my plane, and that was obviously a little more urgent.

Considering it's a week or so after the event, I wonder if it's even worth writing to their customer services about this; if I had the time I would have complained in person, but I'm unsure if it really warrants a letter.

Still, really, really, really sucky service.

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