A couple of weeks ago, on a Sunday night, Conor and I went to Flipside Burger Bar in Fremantle. We ordered a takeaway, waited nearly an hour, and were bitterly disappointed with the results (see below). The chips were mushy, the burgers were stone cold, and the box had disintergrated because the relish had been sitting there for so long.
So, I sent them an email letting them know that we'd had a pretty bad experience, and, based on that, we probably wouldn't go back.
45 minutes I received a call from Hamish at Flipside, apologising for our rubbish meal. He explained that they'd had the busiest night in their three and a half year history, and although that didn't excuse the poor standards, he also understood why it had happened, and what needed to do in the future to make it better. The next day, I received this in the post:
We're going to back this week, to have a supper courtesy of Hamish. I am a firm believer in politely complaining when things are bad, wherever you are, and whatever you're paying for your meal. And not much tops great customer service.