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47 King Street West: How Not To Handle A Complaint

Restaurant deletes social media accounts after calling customers 'absolute trash' - but would you accommodate a hen party?

Published on March 3rd 2015.


47 King Street West: How Not To Handle A Complaint
 

OSCAR Wilde once famously said: 'the only thing worse than being talked about is not being talked about.'

We imagine 47 King Street West would snap (they're good at snapping) your hand off for the latter.

"You can usually tell during the booking process when you've got a load of mentalists en route and plan accordingly"

The week started off so well for the French/British restaurant, Time Out Manchester named them 'one of Manchester's swankiest French restaurants' - which is mighty generous.

Then they got hit in the face with a shit tornado entirely of their own making.

Following a turbulent episode with a party of eighteen hens at the weekend, 47 King Street boss (let's call him Larry) responded to the bride's one star online review with enough vitriol to give Abu 'Hooky' Hamza a run for his money.

The bride, 27-year-old Melissa Grogan-Morgan, criticised the restaurant for awful service, splitting her party of eighteen onto two tables and not providing fresh starters for late arrivals.

Larry responded by calling the party (who'd reportedly spent £600 in the restaurant) 'the chaviest worst most vile people ever to grace our restaurant', 'absolute trash' and 'peasants'. Lovely that Larry.

47 King Street West47 King Street West

And it's not the first time the restaurant has snapped back at negative reviews. In December 2014 Larry told one unhappy customer who'd complained of 'dry turkey' to have Christmas at KFC next time. Smooth.

Following the latest backlash, 47 King Street West appeared to have deleted both their Twitter and Facebook accounts.

Director of the restaurant, Howard Hymanson, said: "The entire incident is regrettable and it has been both investigated and dealt with internally. No further comments."

Still, the episode rages on, and has been picked up by nationals including The Telegraph, The Daily Mail and The Mirror

Telegraph articleTelegraph article

As painfully unprofessional and unpleasant as the restaurant's response has been, the episode raises an interesting point; what to do with large hen (and stag) parties in restaurants.

"Hen Parties come in all shapes and sizes and can be lovely occasions to host," a leading Manchester city centre restaurant manager told Confidential this morning (the manager wishes to remain anonymous).

"Problems start when you're not 100% clear with what you're offering. A nice confirmation email usually helps pre-empt any issues.

"On the other hand, sometimes they can be mega noisy and excitable and just a bit of a nightmare. You can usually tell during the booking process when you've got a load of mentalists en route and plan accordingly."

Confidential asked five more restaurateurs: 'Would you knowingly accept a large hen party booking?'

Here's the responses...

"Never!"

"Yes, but no paraphernalia or giant nobs"

"Only if they're well behaved."

"We don't mind, but try to stick them in the private room where they can make as much noise as they like."

"Not if we can help it."

Of course, we're sure most hen/stag parties pass off without incident, and the bride-to-be certainly didn't deserve such a bile-filled response from the restaurant. Though it raises an interesting question; would you host a large hen or stag party booking in your restaurant?

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68 comments so far, continue the conversation, write a comment.

AnonymousMarch 3rd 2015.

What to do with large hen (and stag) parties in restaurants? Send them all to the Printworks

5 Responses: Reply To This...
AnonymousMarch 3rd 2015.

The question is why do women in this country behave like this? You would never see this in Spain where I lived for 5 years. These girls look nice enough,but in general these hen nights are an extention of that horrible ladette culture which makes our girls look so tacky at the side of girls from other places. There is nothing attractive about seeing someone 18 stone in lycra being sick on canal street. It is just foul. Where are the ladies today? The drag in the new union is better dressed.

AnonMarch 3rd 2015.

Nothing like a sweeping generalisation eh, anon?

SquirrelitoMarch 3rd 2015.

behave like what? The pictures show them dressed nicely, having a meal. Should they be at home whittling a cot, ready for marriage?

AnonymousMarch 3rd 2015.

Why is it worse for women to behave that way? Why aren't you asking why men behave like that?

AnonymousMarch 6th 2015.

I can't even express my frustration with this monolithic view of 'the way women should behave'. Get a grip, we're all human beings, don't put restrictive expectations on one gender just because 'that's the way it used to be' in a very unfair past. Fucking caveman.

AnonymousMarch 3rd 2015.

Serves her right - she gave it both barrels and cries to the media when given a taste of her own medicine. I'll be looking forward to checking out this restaurant in the near future safe in the knowledge that they don't pander to the hen crowd

3 Responses: Reply To This...
JonnyMarch 3rd 2015.

But they do. They take their booking and their money, teat them badly and then act like petulant children when they rceive criticism.

AnonMarch 3rd 2015.

What about the guests prior to these ladies who have complained about the food to the manager (Larry!) and been threatened with the Police?! More than one occasion by the looks of it. They are guys that are above their station and thats where this vitriol & arrogance comes from unfortunately.

AnonymousMarch 5th 2015.

The same can be said for the other restaurants on that Street.

AnonymousMarch 3rd 2015.

In this world of Trip Advisor and other social media it is far too easy for customers to diss a restaurant and damage their reputation just to get revenge. I can totally understand the restaurant's frustration.. although i would have kept it a little bit more polite haha... When you read the guests complaints - split tables, fresh starters despite being an hour late.. they really look they were trying it on.. I just don't get why people go out of their way to ruin a night just to get some money off the bill.. sad reflection of society these days!

AnonymousMarch 3rd 2015.

I am totally with the restaurant here as I have had many a night out ruined by so called hens. I have eaten here many times including breakfast and dinner and have always received exemplary service and good food and drink. KEEP UP THE GOOD WORK 47KSW

2 Responses: Reply To This...
AnonMarch 3rd 2015.

Hi Larry!

AnonymousMarch 3rd 2015.

Nope just a customer

MichaelMarch 3rd 2015.

The manager needs to learn customer service probably also anger management.

3 Responses: Reply To This...
AnonymousMarch 3rd 2015.

If he needs to learn something it's that accepting a booking of 18 from Stoke is never going to work out well.

MichaelMarch 3rd 2015.

Why what's wrong with Stoke? Sometimes I wonder if people are even aware of their own bigotry.

AnonymousMarch 5th 2015.

That's what i think about Zouk, Michael. The staff are miserable and I wasn't made to feel welcome.

AnonymousMarch 3rd 2015.

47KSW is a great little place run by a very hard working family who have invested a lot of time and money to make the restaurant the success it is today. To have it potentially taken away due to this is horrendous. Maybe restaurants of Manchester need to stand up and start banning these sort of parties who not only make the life of the staff hell but ruin everyone else's nights.

3 Responses: Reply To This...
AnonMarch 3rd 2015.

Im not a fan of hen parties myself, but I dont think these ladies really did anything wrong. Yes, they're annoying, but the restaurant chose to accept the booking. By the sounds of it the lack of customer service & arrogance they received wasnt isolated to this incident. Which is more worrying if you ask me.

AnonymousMarch 4th 2015.

Maybe these people, if they have spent their hard earned time and money investing in the restaurant, should try to approach customer complaints and feedback from a positive proactive way - defending themselves where appropriate. Instead, they have made horrible, classist statements that make their target audience- and I include myself in this - think they are a bunch of amateur oafs. If they get that angry from a few negative comments in a review, god knows what they do to the food if a customer really pisses them off...

AnonMarch 4th 2015.

All of what he said ^

AnonymousMarch 3rd 2015.

Just walked past. Not one person in there. Ooops

1 Response: Reply To This...
AnonymousMarch 5th 2015.

Perhaps because it's 2.20pm on a Tuesday afternoon FFS! 'Just walk past' on Saturday night at about 8.20pm and post your observations then.

AnonymousMarch 3rd 2015.

You can't condone the restaurants response.

1 Response: Reply To This...
AnonymousMarch 5th 2015.

I ageee and I would not take bookings from hen or stag do's and if asked why, point them in the direction of the complaining customer's social network accounts.

soricelMarch 3rd 2015.

Regardless of this hen party incident, my partner and I are here about 12 months ago. We dine out in Manchester most weekends, however we have never returned here as we took an instant dislike to the owner. He as a generally rude persona and his son came across extremely arrogant, which let's the place down massively!! Vile.

1 Response: Reply To This...
AnonymousMarch 5th 2015.

Please sort out your grammar and punctuation before you make a post like that. You come across like a teenager caught up in a social media hype moment.

JonnyMarch 3rd 2015.

Not sure why people to seem to accept the restaurants version of events without question. The complaint was harsh but acceptable in that there was no personal attack. The response from the restaurant was equivalent to a Katie Hopkins rant.

3 Responses: Reply To This...
AnonymousMarch 5th 2015.

Jonny, it's 'restaurant's'. There was only one. Perhaps you shouldn't join the bandwagon on here and be angry elsewhere.

SquirrelitoMarch 5th 2015.

Calm down, Barry. Dad'll have you back next week x

JonnyMarch 5th 2015.

Touched a nerve have I? ;)

AnonymousMarch 3rd 2015.

I can only imagine the look of horror in the diners faces as they watched the hen party from hell loudly lumber in clutching plastic penises and other assorted tat.

10 Responses: Reply To This...
JonnyMarch 3rd 2015.

There is a picture in the MEN. They are all smartly dressed without any tat whatsoever.

AnonymousMarch 3rd 2015.

What about the loudness and the bad language?

JonnyMarch 3rd 2015.

"What about the loudness and the bad language?" Were the staff obnoxious in person as well as online then? ;)

AnonymousMarch 3rd 2015.

No plastic penises, no tat, no loudness - just the same as you'd expect from a group for any other occasion and certainly no bad language. We didn't want money taken off the bill or any discounts just simply reviewing our experience as we didn't want others to go through a similar experience in the future, especially those Facebook replies. I feel absolutely appalled that "Larry" has been allowed to say these things about us and so far hasn't apologised.

AnonymousMarch 4th 2015.

If you dish it out, lady, you got to accept it back...

AnonMarch 4th 2015.

Absolutely wrong. The customer is there to pay for a service and if that service isnt up to scratch, and if they're moving the goslposts on the cost of the service without communication, they customer has every right to complain. Thats not 'dishing out'. Thats customer right as buying a product & a service. This isnt anything new! The customer then, does not 'got to accept it back' in the form of personal insults. What planet are you living on?

AnonymousMarch 4th 2015.

From what I can gather, the booking was made for 10 people. About 20 of them rocked up. They fed their faces, swilled the champagne then wrote a bitchy passive aggressive review on social media.

AnonMarch 4th 2015.

They informed the restaurant well before hand that there were actually 18 of them instead of 10. They fed their faces and drank champagne - as I imagine I'd do in a restaurant (am I doing restaurants wrong?!). And then wrote a review after they received poor customer service and additional charges. Jesus, have you even read the article?

AnonymousMarch 4th 2015.

Who got your knickers in a twist? Hopefully we've now reached the stage where restaurant owners don't have to fawn and pander to every whim of difficult customers. The only criticism I can level at the team at 47KSW is that they didn't throw them out when they started messing about with confetti

AnonymousMarch 5th 2015.

Thank god for social media, at least we know what this spoilt sleazebag actually thinks without having to pay him first. A quick look at the the internet defines a Chav thus 'a young lower-class person typified by brash and loutish behaviour'. Sound familiar? Seems the Cheshire set could learn some manners.

AnonymousMarch 3rd 2015.

I would NEVER go to a restaurant which gave such a rude, vile, immature response to a simple complaint! If you work in a customer facing role you have to expect complaints every now and then and be nothing but professional when responding especially on a social media site, they have done more harm to themselves with this response than the initial comments!!

SmittyMarch 3rd 2015.

Horses for courses, obviously none of us were there so, who knows. But if they were loud and obnoxious, as hen and stag parties are wont to be, I can't imagine it was too pleasant an experience for the rest of the customers. Hen and stag parties should stick to Blackpool and the Printworks. I went to Blackpool and had a blast! This kinda makes me want to go to the restaurant!

rinkydinkMarch 3rd 2015.

I was in Revolution at Parsonage Gardens last week and there was a delightfully well-behaved hen party in there. The bride was rather fetchingly dressed as a giant penis - complete with massive balls. She tripped over her balls whilst walking up the steps

1 Response: Reply To This...
AnonymousMarch 3rd 2015.

That never happened. You were just high.

AnonymousMarch 3rd 2015.

These girls look decent enough and they certainly don't look like Chavs. The worst culprits for allowing hideous hen nights are the Gay Village Bar owners. The once cosmopolitan and trendy Village,is now a mini Blackpool at the weekends and has become a No go area for LGBT people. Where you get lots of straight women,you get lots of straight men. So yet again LGBT people are made to feel unsafe in their own bars. Drunken straight people looking for someone to abuse,pick a very easy target and they have one on tap in the Village.

4 Responses: Reply To This...
rinkydinkMarch 3rd 2015.

There is a whole city full of bars for everybody. Escape your own prison!

SmittyMarch 4th 2015.

Nonsense anon, the vast majority of venues in the Village don't allow hen parties and you only see the odd one when you're out at a weekend. And if you think the gay village is a no go area for gay people you really, really need to get out more.

AnonymousMarch 4th 2015.

View in particular looks like a meat market somewhere like Ashton; where I'm sure that hen party would have felt more at home

JonnyMarch 4th 2015.

Ashton is actually more of a generic market with a weekly flea market and monthly farmers market. You are probably getting it confused with Smithfield.

David KirkMarch 3rd 2015.

We eat at here at Christmas and was totally unimpressed. When we told the waiter that someone had the wrong main meal and please could they swap it. They flat refused and said someone else on our table had eaten it by mistake !!! They served the desert to us all , with the wrong plate of food still untouched and still not swapped for the corect main ! This lady who ordered it never got the food changed. Unfortunately we had all pre ordered and worst of all pre payed for our food !! To top it all off the food was terrible. We will never never recommend or go back here. I suggest Mr coopers garden ! Better value and a lot better quality.

AnonymousMarch 3rd 2015.

They have blown it...Was a big fan but no more....

AnonymousMarch 4th 2015.

We had a problem with our booking at Christmas and were met with a torrent of vile abuse from some jumped up 'manager'. Clearly a bunch of aggressive daddies boys who wouldn't be where they were if it wasn't for their father overlooking their obviously inability to manage customer service or, indeed, a piss up in a brewery.

2 Responses: Reply To This...
AnonymousMarch 4th 2015.

Sounds like half the bars in the NQ to be fair

AnonymousMarch 4th 2015.

My local chippy have better trained staff.

AnonymousMarch 4th 2015.

'Larry' If you're going to call your customers chavs be sure not to dress like you're auditioning for Geordie shore with your perma tanned lady friend. Seriously though I would guess that a large section of Manchester peoples secret fear is that they put a couple of hundred pounds in someones till then they secretly sneer at you once you've left. How much of other peoples money has this nasty maggot taken and then insulted them. Not only a snob but a greedy snob.

JonnyMarch 4th 2015.

Here is how it goes. If you are running a buisness and you find PAYING customers annoying then basically you suck it up and remind yourself that the money is now in your pocket not theirs. You and the staff gather together later in the bar and have a good laugh about any "'orrible customers" you may have had. If you receive complaints you investigate and anaylse and give appropriate feedback. What you do not do is throw your toys out of the pram, have a tantrum and make personal derogatory remarks about customers on an internationally viewed forum. I mean thats just stupid....

3 Responses: Reply To This...
AnonymousMarch 4th 2015.

I don't think the team at 47KSW will be losing much sleep over losing the "valuable custom" of a load of benefit Mums from Openshaw who are more used to fine dining at the Matchstick Man or the Wacky Warehouse. You wouldn't turn up to San Carlo in a shellsuit...

AnonymousMarch 4th 2015.

*sigh* Troll harder. Nothing the complainants have said or done makes me think they match that delightful little profile you've frothed up. Good to know you hate poor people though.

JonnyMarch 4th 2015.

Er...They are from Stoke.

AnonMarch 4th 2015.

What is this "47KSW" guy on? Firstly, these ladies dont appear to fit that profile and I cant imagine benefit mums from Openshaw had even heard of the place prior to this week (its REALLY not as good as you or the "team at 47KSW" think it is) Secondly, I think they should be losing sleep considering the amount of coverage the story has got. Aside from every online outlet its hit the newspapers TV today. Id personally be losing sleep over that.

AnonymousMarch 4th 2015.

Personally I wouldn't accept a hen party or whatever they are called but once you accept someone's booking you can't send them personal insults. Even if they weren't behaving to your standards.

AnonymousMarch 4th 2015.

Hey guys, you think this is bad, someone ought to approach Leckenbys Tearooms in Bury to find out what these people at 47 King Street West did to them!!!!!!!!!

1 Response: Reply To This...
AnonymousMarch 5th 2015.

Spill...

AnonymousMarch 5th 2015.

It would be unthinkable to express such opprobrium about San Carlo...

AnonymousMarch 5th 2015.

The beautiful thing about the internet is that anyone searching for 47 kings street west will find their way to this page and read the delightful comments from 'the team' at the restaurant. Lovely people.

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