Lorraine Pacey, a local Brisbane diner, offered feedback to the Casa Flamenco Spanish Restaurant and Tapas Bar, located in Albion, regarding their service and value for money.
She sent the suggestions via the Casa Flamenco website, and received this reply:
Dear Lorraine, Your are an idiot we don’t want your feedback.
Now anyone in hospitality (professionally) knows that a "complaint" is a golden opportunity to right things and make for an even better experience for your customer.
Bad news…I received Lorraine’s email regarding the feedback, and within 24 hours, it has spread to a website in the United States, and has made the Courier Mail, Brisbane’s newspaper.
Further to this, the owners then appeared to lie to the Courier Mail, stating they had spoken to Lorraine’s husband regarding the matter, and that there was mixup with a relative on Russell Island. Lorraine is single.
So, Lupaula’s recommendation? We haven’t been to this fiesty Spanish Restaurant in Brisbane, and we’re not going to.
{ 9 comments… read them below or add one }
cya,Casa la Stupid. What an idiot.
saw your comments in CM and thought I’d check this site out. Well done…good to see some real experiences instead magazine and newspaper s*%t.
http://www.news.com.au/couriermail/comments/0,23836,23259748-3102,00.html
Heya great site…will definitely put up my nights out
There is nothing wrong with Casa Flamenco. John & Nadje are wonderful people and this is a complete misunderstanding. Everyone likes to add spin on things to make themselves popular for a moment. Lorraine should get herself a life and a man and leave good people alone.
Casa Flamenco is the best restaurant in Brisbane!!!!!
I thought Lorraine’s comments were fair and even handed. The problem here isn’t the restaurant per se, it’s their response to a CUSTOMER. Where is customer service now – with successive generations it’s disappearing.
Oh Joanne, you aren’t by any chance a friend of the owners are you?
Lorainne, you have not only destroyed a family’s livihood with your comments and posting, a shortlived media attention you find so funny, but you have also made a 6 year old homeless. NO I can see that you have ALWAYS been polite and offered constructive critism to others but have you ever taken it such a calm manner? I hope you are feeling very famous for your efforts, and short lived media attention. I hope you can provide comfort to the 6 year old as you explain why her “daddy is now sick” having suicidal ideologies over you idiotic behaviour. Yes Lorainne you are an IDIOT! By the way I LOVE CRITISM.
How many customer service providers actually provide “effective, well mannered service”? In recent years it is al around you, impolite service. Yet few are changing their behaviours. Its across all of society not one person, at a restaurant.
Jessica, it is really not realistic to blame Lorraine for this. It was a rude reply (calling her an idiot) that caused this, not her complaint.
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