On Sunday 18 August 2013, I was having brunch with some close friends. I never had a bad experience at Dome and always had a good impression of its customer service. However, what happened today has drastically changed my opinion of it. My friends were sitting with me and we were having pancakes when staff pointed out to the condiments on my table. They included peanut butter, honey and vegemite. Honey was to be used for tea for all 6 of us while peanut butter was to go with the pancakes. My friend took vegemite for me because I wanted to try it as many local friends have told me to give it a try. While staff served us our pancakes, staff pointed out to the condiments on the table and asked if we were having all of it with our food. I replied yes and staff gave a smirk. My complaints are as follows:
1. There was no reason why staff had to ask why we took those condiments because it was provided for customers to take it.
2. I walked up to staff to clarify why staff asked me about the condiments. Staff replied that it was and I quote "ridiculous" for someone to eat those condiments with pancakes and that they "should only be for customers who ordered toast".
There was nowhere in the menu or any signage stating that "ONLY" customers ordering toast should take the condiments.
3. I clarified with staff that I was a paying customer too and that I would like to understand why staff was talking to me in that manner. Staff brushed me off hastily and said that "I'm very busy right now." I asked for staff's name and said while walking away "Please feel free to write in on your feedback. Many people do it anyway." Rather than responding politely, staff challenged me to write in to feedback about their behaviour.
Having worked as a waitstaff before, I understand how it feels to have a busy restaurant. This was also the reason why I wanted to clarify staff's actions and give staff the opportunity to apologise for rude behaviour. To my surprise, staff raised voice and said "Sorry I do not have the time to entertain you."
Throughout my stay in Tassie, I was impressed with the impeccable service provided by many wait staff in the various restaurants I have visited. However, this experience has showed me otherwise. I'm deeply disappointed that some waitstaff or management think they have the right to tell off customers just because they had a bad day and are looking for someone to vent their frustration on. I'm even more disappointed that the management responded more rudely to me despite the fact that I gave them a second chance to explain themselves.
Even though Dome is just a cafe, customers should not expect to have their meals ruined by unnecessary rude behaviour from waitstaff, much less management. I would like Dome to respond to my complaint as I believe there needs to be some service recovery done in view of the above event.