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“Appalling customer service - do not spend your money at Charlie's!!!”

Charlie's of Darwin
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Tue, 20/04
Ranked #329 of 388 Restaurants in Darwin
Restaurant details
Reviewed 5 March 2021

We have booked a private room to host an engagement party for 15 of our closest friends back in January 2021. The package included a 3 course set menu and a gin based cocktail on arrival.

Service on the day was incredibly slow (we had to wait 40+ mins for a drink) and of very poor standard. The gin cocktail on arrival turned into a disgusting tequila cocktail, which hardly any of our friends enjoyed. This was changed without any consultation.

Our waiter confused everyone by providing the wrong food order from the one we had to shortlist a couple of days prior to the event.

Unfortunately this was only the start of a bad experience we had with the Charlie’s of Darwin team, which dragged on for the past month.

A couple of days after the engagement party I have reached out to Charlie’s to get clarification on a couple of items. I had queried fact that we did not receive a gin based cocktail and the response was that Charlie’s consider the tequila based cocktail being “a beautiful one”, not acknowledging the fact that we did not receive what we were promised and paid for.

Some of our friends had made some cheeky payments towards our tab, which were not listed on the final bill. Charlie’s did accept the fact that there was a system issue on the night but insisted that the final bill was correct. After more email traffic back and forth, I was advised that the owner would like to offer us a refund for the money that was overpaid, a bottle of Pol Roger and a Bottle of Darwin Gin as a way of apologizing.

After I have provided Charlie’s with my credit card details, I received another email reply with a copy of the refund and the below statement.

“I once again apologies for the evening that you had at Charlie's however as you can understand now that you have received your refund, that clearly was what you were wanting in the first place, we don't feel that it is necessary for you to also receive the Pol Roger and bottle of Darwin Gin as well as previously stated. We hope that you do come and join us again at some time in the future but also understand if you feel that this is not possible.”

I am absolutely blown away by the level of Charlie’s of Darwin customer service, which has been appalling. Throwing their toys out of the cot after conceding that a mistake with the bill was made and reneging on their promise to compensate us for the inconvenience is beyond disappointing.

Supporting local businesses is majorly important but please think twice before spending your money at a place that does not respect its patrons and has a dive bar style level of customer service.

Date of visit: January 2021
    • Value
    • Service
    • Food
2  Thank MatthiasF8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3 - 5 of 5 reviews

Reviewed 2 January 2021 via mobile

Came here for a work end of year function. Was about 25 of us and we were well looked after by staff. Good drinks and food package, although the food wasn’t that exciting though. Nice set up and will definitely be back.

Date of visit: November 2020
Thank Granules2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 December 2020 via mobile

A touch of Class, central location, and great decor. Roomy, good service and a good selection of drinks to choose from. A nice restaurant or a drinks lounge to choose from. Up market but laid back, nice.

Date of visit: December 2020
2  Thank Tony W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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