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2018-07-25
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My friends and I were at Capstone earlier and I hate to say this – but I don’t think I will want to go back there again. I am utterly disappointed and extremely upset with the terrible service displayed tonight. This male storekeeper (with black frame glasses, red t-shirt and wearing a pair of flip flop) were extremely unfriendly and displayed horrible customer service. Yes – extremely and horrible are very strong words and I have always chose my use of words very carefully. From the beginning,
From the beginning, I was a little disappointed to see how we only got a 4pax table while we booked for a group of 7. However, understanding HK’s space limitation issue, we didn’t make a fuse but simple rearranged the table direction so it can fit all of us in a more comfortable way. Then, when we got Captain Sonar and trying to figure out the rules, the storekeeper came over and asked if we didn’t help with the rules. Thrilled to hear that he can help teach my friends how to play so I didn’t have to go through all the details, I immediately said “Yes! That’d be great! Thank you!” However, he gave this irritated look and said “but the rules will take 30 mins to explain. You sure you still want to play this game?” – he repeated this phase twice, giving us that pressure to not play this game despite that I have told him that I have already gone through the theme of the game, main objective and basic gameplay of the game. Again, I must emphasize that it is all about his tone of voice and attitude! It is so unwelcoming and very rude! My friends felt uncomfortable and awkward about the situation so they suggested to play another time so ease the awkwardness.
Then, while we were all having fun playing another game, he came to us suddenly and asked us to stop playing as it is time for him to close the café without any pre-warning at all. We told him nicely and gently that we are almost done with the game, hoping he will let us finish. He replied in a sarcastic and cold manner, saying “Sure! You are only stopping me from getting off my job!” and for the entire time, he stood there and stared at us while we try to complete the game as fast as possible. At the end, we left at 11.40pm and when my friends kindly said thank you and goodbye as they leave, he was just standing there, focusing on his phone with a strong vibe of how annoyed he is
with us and did not say a single word back to us. I absolutely understand and respect that the shop is closing and that we should be leaving, however, can he not communicate the message in a nicer, better way? Perhaps, he can inform guests about the closing time in advance? Why does he need to be so rude with his attitude? He just totally killed the night – it is no longer fun at all! I am certain that boardgames is all about bringing joy and fun to people at the end, and the café is a place for fun too – but with this kind of customer service – it is not possible to enjoy nor have fun at all. What is wrong with him?!?!
I have been a fan of Capstone ever since I started playing boardgames 3 years ago and I have been going to Capstone the whole time. I have also always recommended my friends to play there too! I have to say that I am extremely offended from tonight’s experience. For any customer-service focused business, it takes days, weeks and years to build up the good reputation and a loyal customer base! But it always only take one terrible experience to ruin it all! And tonight is the night when I no longer feel like going to Capstone again. What a shame!
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