Dear Adrian Hope you are well. I work for a small gallery just opposite your Brick Lane Coffee shop. We have just relocated to Brick Lane and in our 2nd month in the area, and is already one of your consistent customer from the time we have moved. We are a small of team of 5-6 and buys coffee now & again, mostly we send our assistant to buy for the team and at several times, I come and buy the coffee for myself. Yesterday at around noon time, I went in and asked one of your staff; the lad on duty (with an earrings on both ears) to use your toilet. On my way out the other staff who was there behind the counter (petite girl wearing thick square pale blue glasses) was a bit forward telling me off that your loo is for customer and for buyers only. I understand toilets are supplied for the use of your patrons. However on numerous occassions when we buy our lattes & espressos use of toilet is not fitting as they are brought in back to our office. I have explained to her, we come and buy our coffees in your shop, but she dissented that I have ever not bought any coffee, defended her words that she is in the shop everyday and have only seen my other colleagues bought some. I have objected what I heard; I have bought my coffees in there, maybe not particularly her receiving my order. But I have seen her behind the counter making the coffee & given my cup of coffee. I left with discontent as there was no point arguing with your presumptuous staff. At around 1:45PM I came back, walked straight in and used your loo. This girl has again called my attention. Once more I have explained to her, we have done a lot of business with your coffee shop, and if she wants proof I can show her receipts. We have all our coffee reciepts kept & recorded. There are times I even forget to get my card puched. She took a stand against it and said she does not need it to see it. Instead imposed, I should ask first to use the toilet, and that I have never asked any of the staff. I challenged her to ask the guy if I have not asked him in the previous visit, nor the rest of the staff. Around London I have used loos in pubs and I always ask whoever is behind the counter or the first staff I see around. The same practised & manner I always do. Okay, there are a few times I walked straight in particularly at Brick Lane Coffee, used your toilet that’s because theres a long line and I did not want to disrupt them… Few times I walked straight in, made a gesture pointing out the toilet. For the other times I was assuming my face is familiar to them. Nevertheless, she has accused me that I have thrown her a couple of times loyalty cards to get free loyalty coffees. - I precisedy remember these 2 episodes since I have only used the card ones for the reason I have purchased 2 coffee one morning paid for the 2 ones on my debit card. A.) I came in the shop the following day, in the queue, waiting for my turn. I have been standing with an urge to go to toilet but stayed because I did not want to loose my spot in the line. When it was on my turn to order, I placed the card on the counter for my 2nd free coffee I paid. I have advised a different staff (girl with the fringe hair) what I will have, said I will come back for it as I needed to use the loo, and I dashed quickly. I then came back, saw a coffee sitting on the counter, asked it was for me but I was told mine is still being been made. The coffee was for a gentleman whom I didnt noticed waiting and I have apologised and I waited for my cup. B.) The second time was almost in similar situation, said what I ordered to the same girl, gave her a £5 note and advised I will come back for the change and for my coffee. I think this particular staff of yours has gone over the line and has been so rude. Not alone claimed I have never bought once, she has also accused me of throwing things (cards or cash) with disrespect at your staff. And that, I have never ever asked any of the staff to use the toilet. I admit I may be coming in quick to get my order and mutlti-task to go use toilet while waiting for my cofee, its because in most instances it is urgent that I have to. Perhaps a portion of your customers, walking in to your popular shop, buys coffee, does not have time to sit, sip coffee at your premises because they have work to go back. Wont even have the time to wait for a long queue, for which we are sending our assistant to buy the coffee often. I hope you will take this feedback positively and take action with your staff. If you think there is overuse of your toilet from your neighboring tenants in the street, I should refrain using so your from now on. But its a big shame because now, I highly consider refraining going to your coffee shop from that incident and buy my coffee. I have informed the team of your staffs behavior and will suggest buying our coffee somewhere else. I would appreciate greatly, if you acknowlege that you have received this email. Yours sincerely, Daphne -- Daphne Besseling
Posted on: Sat, 13 Sep 2014 14:17:34 +0000
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