Daniel,
We have taken note of your unpleasant incident and objectionable behavior at our restaurant on Saturday 29th June night, wherein you ended it by refusing a gesture of a free bottle of wine and walking out slamming the heavy restaurant wooden door behind you and when our manager came out you wanted to "fist him in the mouth". We have also noted your review of your experience on our face book page and now on Trip Advisor as you had threatened to do.
We do believe we need to highlight the facts of this incident as you have used this to get money back from us on a Grab One voucher gifted to you and also to damage our reputation and no hospitality business should allow customers like you to walk all over them for untruths just because you have the medium of reviews to harm a business.
On your first point of " Disappointing Menu Options"- You have confirmed to us that this was a Grab One Deal Voucher at $ 34 pp that your friend gave to you as a Wedding Gift . Whereas the bread and dips were finished completely and one Ragu was completely consumed and the Dessert was well appreciated you took offense with the wait staff in an abusive manner as you felt the Ragu was "s..t" as it had no meat in it at all.
The Grabone Options offers were clearly put down on the deal for all to read before they bought a voucher ,wherein the Beef Ragu has been described as a "slow cooked, melt in your mouth beef, with herbed mushrooms with home-made pasta" which is exactly what was served to you and to another 20 customers that day and near 200 for the month with excellent feedback from all the other customers
Nevertheless, you have not paid for the Voucher but you insisted on getting money back continuously with all restaurant personnel you came into contact with and got extremely unhappy and agressive when it was suggested you route your refund claim through Grab One . You finally contacted the owners who agreed to remit the same to you, in good faith, though we could have as per policy got the original buyer to go to Grab one for processing his claim.
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You have been highly abusive in your communication with our staff and we certainly do not appreciate the same at all. You continuously used the “s…”word while you were in the restaurant and while you were talking on the phone even threatening to beat up the manager with a blow to his face.. There were six tables around you and each one of those six tables felt very disgusted with your behavior and were upfront in sharing their opinions with us.You further were offered any other dish from our A La Carte menu but refused the offer.
The Olive Oil is organic and made from olives from our own vineyard and our guests love it. The Tomato Chutney is prepared totally in house, the breads are from our Artisan bakery in Matakana that people love, the pasta is hand made and not store bought, the ragu is with slow cooked beef which is shredded and blends into the pasta and made entirely in our kitchens.
It is highly impolite of you to make fun of old people and their dentures as you did in your comments on facebook - we will all reach that age one day. It is also highly impolite to make mention about all our staff being of a certain nationality as you did in your conversation with the owners - that is absolutely incorrect and we have found your comments to be highly objectionable if not racist!
You also mentioned that “New Zealanders don’t complain as they are too polite and they all must have had too much of wine and not known what they were eating so as to be able to complain! We thank all the other six tables who were around your table and who made it a point thereafter to let us know that they thoroughly enjoyed their meals and their time at Plume ! That is the reason why we love hospitality – our most lovely guests!
We do understand you not liking your choice of mains as it may not have met with your idea of what it should have been and that does happen, but civility would have got you great returns.
We have nothing further to say and will not respond further.
