Cork - Mahon Point - Anonymous Review

Dreadful experience today. I'm not prompted to leave reviews unless I've had an excellent or a terrible experience. We come here regularly enough and it's usually meh, hence the first time review. Placed our order as normal today at 12:47pm, nothing special, chicken thighs, Great imitator wrap, chips, rice. We were waiting over 20 mins and people who came in after us were already munching away on their food. Asked the server and said he'd check and see what he could do. A lady who was managing the till then came over (found out later her name was Aky we think), and said "your food is on the grill it will be a minute or two". Person at the table next to us got additional food they had ordered long after we did so I asked another server to please check on our order that it had been around 25 minutes and he said he was sorry and he'd see what could be done for us. Came back and said the wrap had been sent to another table but another order was on the way. Food was fine, chicken was rubbery and grissly.

Server asked was it ok, I said no and explained why. He said he'd say it to "her" and see what he could do for us. Waited 15 minutes and he didn't come back to say anything, cleared the table next to us without so much as a word.

We went up to the til and I explained that we were really unhappy with our experience. I said the chicken was rubbery and Aky interrupted saying "your chicken was fresh out of the oven". We said one of our orders was sent to the wrong table and she said "no it wasn't/I wasn't aware of that/we were waiting on the thighs not the wrap". We asked why a server would say that then and again, more excuses "these things happen when you're dealing with new people/who said it to you/I'll talk to the staff" etc. Literally nothing but excuses instead of owning it, apologising and offering a resolution. She said she'd give a refund and said "you might give us a chance again", to which I said, we might but we travelled 45 minutes to get here.

I wish I was joking at this point but she said "you can go to Academy Street and see how they do things there, or you can go to Limerick". I lost my patience at that point and asked was she for real. She said she didn't mean offence but come on, telling customers to travel elsewhere when they've had a poor experience is absolutely terrible customer service. Won't be in any hurry to return or recommend.