As a regular customer for the past three years I have enjoyed meals at Velvet as I work within close proximity. Of late I have encountered several reasons that have lead me to decide not to return to your restaurant. These have included (in recent weeks), waiting 45 minutes for food and then being told that someone else has taken our order, when we received the order after nearly an hour, the order was not complete. On another occasion three out of four people being served and the other person in our party having to wait a further 15 minutes, and today when ringing in advance to order our food, the order we received was wrong. When going to pay for our bill by card and after several minutes of going back and forth being told that the card machine does not work. The waiter than asked the other people in our party if 'anyone else has cash' which was extremely embarrassing. As if this was not inconvenient enough I was asked to go and 'get cash back from somewhere else' to pay. When I suggested that I bring the money later in the afternoon I was told this would only be possible if I left my card details, including the security number. I was made to feel like I was refusing to pay or that my card had been declined, which was most certainly not the case. The outstanding bill was for £17, I think that the service was appalling and inappropriate for this amount, and I am certainly not going to give my security number to strangers in a restaurant. In the end I went to another bar and got cash, for which I was charged, and then the waiter did not offer me my change, for which I had to ask! I am disappointed and quiet frankly fed up with the poor customer service in your restaurant and will no longer continue to bring my custom. I would appreciate a response to this email, to assure me that someone in your team values the customer experience.
Velvet – Manchester City Centre