(由 Google 翻译)我们当时住在附近,和家人聚餐。之前在埃克塞特的Hub Box餐厅享用过一顿美味的餐点,所以我推荐我们去卡迪夫的分店试试。虽然一开始的友好氛围和服务都还不错,但遗憾的是,我们离开时却感到相当失望。
当我们的餐点送上来时,我们一行人的一道菜不见了。服务员似乎有些疑惑,但最终还是帮我们解决了问题——尽管这意味着我们其他人开始用餐时,仍然需要一个人等待。除此之外,食物本身还是很美味的。
问题始于我们结账的时候。我们注意到,我们被额外收取了一杯健怡可乐和四种我们从未点过的汉堡酱的费用。服务员去查看了一下,回来时看起来相当不高兴,语气很不耐烦地嘟囔着说,她把健怡可乐从账单里扣除了,但没有扣除酱料。她的解释是,酱料是“套餐的一部分”,而且显然酱料的费用无论如何都不能退。
这让我们更加困惑,因为菜单上明明写着鸡柳和洋葱圈包含蘸酱(用红色箭头指向蘸酱部分)。没错,如果单独点蘸酱的话,每份蘸酱的价格是1.25英镑——但这次,蘸酱应该包含在内。更重要的是,他们从来没问过我们想要哪种蘸酱,而且我们肯定也没点四份汉堡酱。更糟糕的是,我们谁都不喜欢汉堡酱,所以蘸酱根本没用。更让人困惑的是,“汉堡酱”甚至没有列在蘸酱菜单上!
离开后,我们又上网查了一遍菜单,确认蘸酱的摆放方式确实存在误导。上面确实写着要选择蘸酱,但没提到任何费用,而且正如我提到的,服务员从来没有问过我们是否需要蘸酱或调味料。感觉服务员只是翻了翻屏幕,没有任何考虑,就让我们为没点或没想要的东西付了钱,这让我们对这顿美好的用餐体验感到很不爽。
之后我确实给经理发了邮件,她很有礼貌,也表示了歉意。她表示如果我们下次再来,她会帮我们解决,我很感激——但由于我们不是卡迪夫本地人,所以这不太现实。她还要了我的电话号码,以便安排退款,这在当时还算周到。然而,我再也没有收到她的任何消息——没有任何后续行动,也从未获得退款。那一刻,我感觉问题不再是金额小,而是原则问题。毕竟,如果这种情况经常发生在顾客身上,很快就会让他们的钱包鼓起来,不是吗?
总的来说,虽然食物不错,但误导性的菜单、糟糕的账单处理以及管理层缺乏后续行动,破坏了我们的用餐体验。我敦促 Hub Box Cardiff 更清楚地提供菜单,并确保顾客只需支付他们实际点的菜品的费用。
(原文)
We were staying in the area meeting family and, having enjoyed a great meal at Hub Box Exeter before, I recommended we try the Cardiff branch. While the initial friendliness and service were fine, unfortunately, we left feeling quite disappointed.
When our meals were brought over, one of our party’s dishes was missing. The waitress seemed confused but did sort it out — though it still meant that one person had to wait while the rest of us started eating. That aside, the food itself was enjoyable.
The issues began when we asked for the bill. We noticed we had been charged extra for a Diet Coke and four burger sauce dips that we never asked for. The waitress went away to check, came back looking rather disgruntled, muttered with attitude that she removed the Diet Coke from the bill but not the dips. Her explanation was that the dips were “part of the meal” and, apparently, the cost of dips could not be refunded in any way.
This confused us further, because the menu clearly shows chicken tenders and onion rings as including a dip (highlighted with a red arrow pointing to the dips section). Yes, dips are priced at £1.25 each IF ordered separately — but in this case, they should have been included. More importantly, we were never asked which dips we wanted, and we certainly didn’t choose four portions of burger sauce. To make matters worse, none of us even like burger sauce, so the dips went completely unused. And to add to the confusion, “burger sauce” isn’t even listed on the dip menu!
After leaving, we double-checked the menu online and confirmed that it is indeed misleading in how the dips are presented. It does state to choose a dip, it doesn't mention any cost, and as I mentioned we were never asked if we required dip or a flavour, It very much felt like the server just flicked through her screen without any thought or consideration and we were charged for items we didn’t order or want, which left a bitter taste after what had been a good meal.
I did email the manager afterwards, who was polite and apologetic. She offered to make things right if we visited again, which I appreciated — but as we aren’t local to Cardiff, that wasn’t realistic. She also asked for my phone number to arrange a refund, which was thoughtful at the time. However, I never heard from her again — no follow-up, and no refund ever issued. At that point it felt less about the small amount of money and more about the principle. After all, if this happens regularly to customers, it adds up quickly for their pockets doesn't it.
Overall, while the food was good, the misleading menu, poor handling of the bill, and lack of follow-through from management spoiled our experience. I’d urge Hub Box Cardiff to be clearer with their menu and ensure customers are only charged for what they’ve actually ordered.