This is my local - we have eaten here since it opened, watched it change ownership and know the menu off by heart. Today I took a colleague there for lunch, and we ordered a side of creamed spinach with our meal, placed between us in a small bowl. Halfway through the meal, my colleague pulls out a single hair from the spinach. We alert the waitress, who takes the bowl away, saying that its odd because the kitchen staff all have their hair covered. She did not apologise, nor say that she'll call the manager. A few minutes later, the manager comes over, we presume to apologise. Instead he says that there is no way the hair came from the kitchen, and none of their staff have hair like that. We are stunned - surely the service ethic would be to firstly apologise, perhaps express disbelief that it got into the bowl in the kitchen and reassure us about their quality control, before offering a replacement? Instead his attitude is almost accusatory, and the tables around us stop their chatter to listen. My colleague asks if he's implying that we deliberately inserted the hair into the bowl. At which the manager says that I have hair like that found in the bowl, and none of his staff do. This was getting ridiculous. The manager storms off - still no apology, nor a replacement. We pay, including for the spinach, which is indicated in our bill, and leave. We shall not be visiting this establishment again. The manager and staff need basic service ethic training. I am very sad since Minas, the owner and founder of Cafe41, did not start off the franchise with this arrogant attitude towards customers.
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