A PLYMOUTH man has been left furious after visiting Bistrot Pierre and being charged £40 for two coffees.
Ricky Perry purchased the two flat whites during the Farmer's Market at Royal William Yard in August.
He says his relaxing coffee soon turned into weeks of constant nagging and has only just been given confirmation of a refund, of money he says he should have never lost.
The initial issue first arose when Ricky says a waitress accidentally left another table's payment on the card machine, resulting in him paying for their bill as well as his. A flat white at the chain costs £2.85.
Ricky said at first the staff wouldn't tell him what was wrong, but when he was finally informed of the mistake he requested a refund. However, he claimed neither the waitress nor any of the staff working at the restaurant at the time knew how to process a refund.
He says he was then asked by the assistant manager to come back when the general manager was in. But Ricky says when he returned he was treated as if he had made the mistake.
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Ricky said: "The manager actually said to me, 'It does pay to look at the screen before you pay for things'. When she came out with that I found it quite rude.
"The first thing to come out of her mouth should have been, 'I'm ever so sorry about this'. It definitely sounded like she was blaming me for the error.
"She told me she hadn't needed to do a refund in six months so it was probably a case of she didn't really know how to do it and she also didn't want to do it. So instead of just admitting that she came straight at me – an apology just would have been nice."
He says he was then asked to go away again and then told he would receive a call once the refund had gone through, but claims two hours passed and he had heard nothing back.
He returned and was then told it would take two to five working days for the refund to go through. Five days came and went and Ricky says still no refund had appeared in his account.
On contacting Bistrot Pierre again he says he was told to "have some patience" so he gave it another week, but says nothing came through. He said he spoke to a different member of staff, who said they had seen his email but had made stock filling a 'priority' instead.
Ricky said: "I kept getting passed from one person to the next and no one seemed to be able to do a simple refund. They were quick enough to take the money from my account. I just don't think it's on to be honest."
Ricky says overall in the last three weeks he's called Bistrot Pierre four or five times and emailed approximately six or seven times. Ricky said before the troubles with his refund he had enjoyed visiting the eatery quite often but now states 'he would never go back'.
A spokesperson for Bistrot Pierre said "the customer in question" had only let them know the refund "had not been credited to his bank account" approximately four weeks after the initial sale.
The spokesperson also stated the refund only amounted to £32 but said Ricky had been credited with a £40 gift voucher as an apology. They stated this had all been processed by August 30.
However Ricky says he is yet to receive any money. He says he had been informed today, September 1, he would receive the payment in the next two to five days.
A spokesperson for the restaurant said: "The refund of just over £32 was made to the customer immediately following the overpayment, but the customer in question did let us know this week that it had not been credited to his bank account.
"By way of apology for the inconvenience a further credit of £40 was issued back to his card and in addition a £40 gift voucher was offered to him, to spend in the restaurant at a time of his choosing.
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"This was all confirmed by email to him on August 30. Customer service is very important to all our Bistrot Pierre staff and ensuring our customers have a positive experience is paramount, which is why we have gone the extra mile to compensate the gentleman for any inconvenience.
"We look forward to welcoming him and his friends back to the Bistrot soon."
What to do if you think you have been overcharged
Here is what to do if you think you have overpaid
- IF you've bought something and then checked your bank account and noticed the amount is different, you may be entitled to some money back.
- Sometimes refunds are offered automatically, but in other cases you will need to contact the platform you made the purchase through.
- If that doesn't get you anywhere, you can also contact your bank for assistance, or try the Citizens Advice consumer helpline.
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