#CCD #incorrectBill order at #InorbitMall, Link Road, Malad, Mumbai. We ordered 2 Cafe Latte (small), 1 Irish Coffee without cream and a chocolate fantasy. CCD charged Rs. 615. We requested a bill on payment and we were assured the bill would be sent with the order.
We discussed among ourselves that the bill amount sounded higher than expected.
Order arrived, two small Cafe Lattes, one Irish Coffee and chocolate fantasy. We asked for the bill again. Both lattes and the chocolate fantasy were served cold. We requested they be heated and asked for the bill again.
A moment later the items were brought to our table. We reminded for the bill again.
We had requested for the bill four times so far. After two to three more requests, the staff said they had misplaced the bill.
We asked how they could have misplaced the bill. We were adamant about the bill, we said we didn’t care how they brought the bill but we needed the bill.
After two more follow-ups, someone from the staff brought two order slips containing our order but no bill. On closer examination, we saw the staff was trying to mislead us. The slips had different order numbers and had time difference of an hour between them. I have attached the pic of both these slips.
If you look closely, first slip has two cappuccinos and an Irish coffee at 19:30, order number 30, table number 0501 while the second slip had 1 Choco fantasy new at 20:51, order number 100, table number 0101. We had arrived at around 20:00. This was a blatant case of lie and cheating. This couldn’t be a case of human error, when the staff wasn’t providing the bill and the slips had different timing.
We asked the manager again for the bill. He said the system didn’t have an option to print duplicate bill. Being software engineers ourselves, we thought that was stupid. After this, two of us went to order counter again and asked the manager to recreate the order and cancel the order before payment, so they could check the amount. He punched in something and they saw the number 615, however they couldn’t read the order properly as the monitor was at an awkward angle. “The staff wouldn’t cheat us and dare to show the wrong order”, they thought. They came back saying they had seen 615, but not the order. It still looked fishy, even with the tax the amount couldn’t be so high, we had checked Zomato for the rates and we had calculated tax at around 21%.
So we went and asked for the bill again, the manager said, “sir, the system doesn’t lie”. But we didn’t budge, we want our bill.
He asked us to be seated and he would find the bill. Then he saw him leave silently. A few moments later, we could see the staff shuffling through a pile of bills and pulling our bill from among them. And it was brought neatly to our desk.
Here comes end to the mystery on how the amount was so high. We had been charged for two Vanilla Lattes – large instead of two cafe Lattes – small. The extra Rs. 90 and tax put things together.
We asked for the manager, the other staff said he had gone out for a moment and would be back. We waited and inquired again. Waited some more.
Then another staff came with a note of Rs. 50 and some change coins and asked us to take the extra amount we had been charged.
We refused. It wasn’t about the Rs. 100 more that we had been charged, it was about the principle, it was about the malafide intention of the staff. It was about reducing the cool bunch of us out to enjoy an evening into a quarrelling bunch at a mall. It was about the faces other customers made at us when they saw us sternly speaking at the counter. It wasn’t about the money.
We went to the counter and requested for the manager again, “he is coming”, was the response we got, again and again and again. 20 minutes passed, with no sign of the manager.
The other staff claimed they didn’t know the name of the manager. One staff however said the name was Makdum.
We called the CCD customer care and got a complaint number 88484 in SMS, a phone call sometime later. A request to got to the nearest CCD for refund of the extra amount charged and a promise for a follow up call on written apology. It has been two days and no response from CCD so far.
What reason would a manager have to make a bill with higher amount? The extra money wouldn’t go in his pocket, he probably cannot sell the other item anywhere. At first, I thought may be the franchise owner asked the manager to charge extra but the CCD at Inorbit mall is a direct shop and not a franchise. So next question is whether CCD has this policy at the company level.