Posted by Daisy
on April 30, 2008, 12:48 pm
Further to the crashing chandelier saga, I have received a long letter from the Spirit Group, headed WITHOUT PREJUDICE. At the risk of boring you, I'm quoting the gist of it, and would be interested to hear your reactions.
"I am writing in regard to your complaint at the above premises and firstly, I hope you are feeling a lot better now.
Spirit Group makes every effort to ensure...highest standards..staff trained to ensure health and safety...detailed risk assessments...manager at Battle Axes regularly reviews the risk assessment at the premises...any necessary remedial work will already have been actioned.
By adopting these procedures...every reasonably practicable step is taken to ensure the health and safety of every person using our premises.
I was, of course distressed to hear of this incident and therefore please find enclosed complimentary Spirit Group vouchers in the sum of £30, which can be used at any..www.thespiritgroup.com This offer is made as a gesture of good will, and we hope you will continue to visit Spirit Group outlets in the future...blah blah Rachel Bradshaw, Business Development Manager"
At no point does she mention the chandelier; my head; the baby who had so recently been sitting under the chandelier; the name of the Manager or anything material at all. It's just a long winded jargon fest. As for the conceit that I would ever again visit any Spirit Group establishment, or that I can be mollified with £30 worth of vouchers, well... you know me better than that.
I was waiting to hear from them before giving full vent, because I wanted to give them a chance. But after this patronising and meaningless letter with its insulting vouchers, the gloves are off, baby. The Battle Axes is a complete disgrace, with no mitigating features at all.
The room was dirty, and (as you know) dangerous.
The food was cold, over priced and from freezer packs.
The portions were mingy.
The service was slow, muddled and wrong.
I complained to the Manager at the time of the accident. She came and took photographs of the chandelier on the table. She took my contact details and promised that someone would be in touch, but for two weeks we heard nothing. My cousin then telephoned her about it and about how appalling the meal had been, and the Manager replied "I couldn't agree with you more" Presumably this person no longer works for the Spirit Group.
Forgive this long posting, but I feel I've given these charlatans every chance to redeem themselves. How should I reply to this letter ?
I will mail the vouchers to whoever gives the best answer. If - as I suspect - nobody wants them, I'll donate them to charity.
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