Our first visit to Sticks and Sushi…
Our first visit to Sticks and Sushi (Westgate, Oxford) on May 6th was marked by delightful cuisine and friendly service, particularly from Petra and the waiter who served us. However, our satisfaction waned significantly during the payment process. Despite settling our bill of £156.94 for 2 adults and 1 child via card payment, we were informed by the waiter that there was uncertainty regarding the transaction, necessitating managerial intervention.
Petra, the manager, approached us with warmth and understanding. Presenting evidence of the successful payment via my bank app, I found myself perplexed by the insistence that I pay again, with assurances of a prompt refund should I be double-charged. Despite my compliant acquiescence, I couldn't help but question the fairness of assuming the burden of proof lay solely with me, rather than with the establishment to verify the payment status.
Subsequent attempts to resolve the matter, including discussions with Larisa on the same evening, yielded no immediate solution. It was only on the 7th, after further communication with Petra, that a resolution seemed imminent. However, the subsequent assurance of a refund within five days seemed disproportionately delayed, given the instantaneous nature of card transactions.
Such an experience was profoundly disappointing, particularly from an establishment of Sticks and Sushi's caliber. One would reasonably anticipate more expedient and efficient rectification of errors from a company of its stature. In sharing this account, I implore future patrons to assertively challenge any insinuation of non-payment if they can substantiate their transaction, sparing themselves undue stress and inconvenience.
While we are all fallible and mistakes are inevitable, the manner in which this issue was handled by the company leaves much to be desired. As a paying customer, the expectation of a prompt resolution to rectify an error, particularly one resulting in double charging, should not be subject to unnecessary delay. Whoever mandated such a prolonged wait for a refund fails to appreciate the immediacy required in addressing customer grievances.
What if the funds remaining in my account were allocated for other expenses, like bills? Waiting a week for someone else's error to be corrected would be burdensome.
I have no grievances with the staff, including Petra and the waiter. Both the quality of food and the service they provided were commendable. However, my concern lies with the store manager, area manager, or whoever holds authority in addressing and resolving such issues.
