Cafe Coffee Day — Ill trained, mannerless staff exhibiting horrible service

Address:

Kolkata, West Bengal

I along with my friends from office had gone to Cafe Coffee Day (Theatre Road Branch-Newly opened) during our lunch hours. We had availed of a Groupon Coupon -Buy One Get One Free on all beverages. When we reached the outlet, the store manager (Arshad) was unaware of this offer and was extremely hesitant to even cater to it. After making us wait for a good 15 minutes, he told us that the offer is not valid. After asking him to check again he informed us that the offer is available on only Devil's Own Coffee. (Though in the offer a long list of beverages was mentioned) Due to lack of time we didnt press on the matter and agreed to go for Devil's Own. Finally when the coffee arrived, the staff who was serving us was so clumsy that he dropped two glasses of Devil's Own coffee right on top of my head and stood there smiling while I needed some help. I would like to reiterate that I had come during lunch hours at office and my clothes, hair, purse and phone were dripping of coffee and I was not in a condition to go back to office. The staff just stood there, watching, as if I were some kind of clown offering absolutely no help until my friend prodded them to get some tissues. After that the store manager gave a very dirty, used table cleaning napkin to clean myself with. We asked whether it was clean and the answer was a prompt yes even though it was visibly very dirty. After cleaning myself, I went and spoke to the manager who was extremely unapologetic about the entire situation. It was appalling to see how neither the waiter nor the manager bothered to even apologize. Instead they were presenting us with arguments of how we could make do with a takeaway instead. When we asked for a refund, initially he ignored. But we pressed for it, and the response was a Flat "NO". However, some other staff prodded him to give a refund. He forgot the amount that we had paid and we had to remind him of the same. We did get a refund ultimately.(Not of the groupon coupon amount though). Please note that we did not have the coffee too. In the entire incident, our groupon coupons got wasted.We cant use it again or cancel it as the groupon code has already been punched for this order. Apart from that, my friends were late to office and I had to go back home as I was not in a condition to go to office. It was a complete waste of time and money and the unapologetic, clumsy and arrogant staff did nothing to make the situation better. This kind of service is definitely not expected from a large Indian chain like CCD. I as a CCD regular am pretty disappointed and I sincerely request for strict action to be taken against the staff in this outlet(Near AC Market, Kolkata) so that such behaviour is not repeated with other customers. Regards, Isha Pandey