Victor's Restaurants
Read all reviews for Victor's Restaurants →
Why Escalate a problem when you can…
Why Escalate a problem when you can solve it? Poor service in Oxford It was my friends birthday and we made a trip from London to Oxford to celebrate. We asked to move seat as we were too close to the singer-it was no problem. We thank the gentleman with the long nails. So helpful. I like to get the name of my server, ours was Poppy. We had the roast lovely meal -no problem I made a bday booking and no bday firework came to our table, so I discretly reminded Poppy - no problem The bday plate came along without a cake and it looked lonely. So we requested a cake (there was no issue paying for what we wanted). However, another waitress informed Poppy infront of my party (apparently Poppy was new) that there was a fee for the cake and we were not to have it for free. The conversation was unneeded and we had not requested anything for free. We just wanted a cake, not details of other clients expecting freebies I had no understanding why a waitresses who had not served us, proceeded to intervene when we had made a simple request I removed myself from my table and raised my concern with the unwelcome waitress (no name). She was hostile, rude and curt. Adding further insult to injury. I requested a manager and was met with a man presumably from the backoffice who I had not seen on the shop floor. He did not deescalate the situation and it was clear he had chosen to be on the side of his staff. He did nothing to remedy, offered a token apology for my feelings of disappointment and offered no good will gestures. Ultimately my efforts to celebrate my friends 47th bday have been tarnished by a hostile experience. That I believe was so unnecessary. I thought I had done everything right. 1. I had alerted staff to the bday when I arrived 2. I had registered a bday on my booking. 3. The bday was forgotten and that's fine. Things do happen. But the way my compliant was handled. The energy of the manager who was determined to honour his staff rather than remedy the situation was shocking. I don't need to hear stories of clients trying to get a free bday cakes. I don't care. I just want to have a positive, memorable experience with my dear friend. What we experienced was very saddening and my pictures are left with sad undertones. Great food. But between the manager and waitress ( whose names I don't have) rather upsetting and downright appalling