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September 3, 2022

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A Plymouth man was left shocked and will ‘never be returning’ to a French restaurant after they overcharged him by a far mile for two coffees – and couldn’t process the refund for weeks on end

Freezerless refrigerator bistro pierre in plymouth

The French restaurant overcharged a customer by a far mile for coffee

A customer was left stunned after being charged a whopping £40 for two flat white coffees.

Ricky, from Plymouth, was left furious after visiting French restaurant Bistrot Pierre during the the Farmer’s Market at Royal William Yard in August, report Plymouth Live.

Speaking about the experience, Ricky says he was left nagging the chain for weeks on end to be given confirmation of a refund.

The initial incident arose when Ricky claims a waitress accidentally left another table’s payment on the card machine, and this resulted in him paying for their bill as well as his.

Ricky says the incident should have never happened, given that a flat white cost about £2.85 at the chain.

At first, the man says the staff at the chain would not explain to him what was wrong. But, upon finally being told of the mistake he requested a refund – which was not given to him.

The customer has said the way he was spoken to by staff has put him off from ever returning


Matt Gilley/PlymouthLive)

Neither the waitress nor any of the staff working there at the time knew how to process a refund, and Ricky was instead asked by the assistant manager to come back when someone more senior was in.

But Ricky says when he returned he was treated as if he had made the mistake, saying: “The manager actually said to me, ‘It does pay to look at the screen before you pay for things’. When she came out with that I found it quite rude.

“The first thing to come out of her mouth should have been, ‘I’m ever so sorry about this’. It definitely sounded like she was blaming me for the error.

“She told me she hadn’t needed to do a refund in six months so it was probably a case of she didn’t really know how to do it and she also didn’t want to do it. So instead of just admitting that she came straight at me – an apology just would have been nice.”

After being told to go away yet again, Ricky was told he would receive a call once the refund had gone through. However, two hours passed and he heard nothing back from the restaurant.

Persistently, he returned to the branch – only to be told it would take between two to five working days for the refund to go through.

When five days passed, an agitated Ricky says nothing appeared in his account.

Ricky says that none of the staff could help with the refund as they didn’t know how to process them


Matt Gilley/PlymouthLive)

On contacting Bistrot Pierre again he says he was told to “have some patience” so he gave it another week, but to his disappointment nothing came through.

He said he spoke to a different member of staff, who said they had seen his email but had made stock filling a ‘priority’ instead.

Ricky said: “I kept getting passed from one person to the next and no one seemed to be able to do a simple refund. They were quick enough to take the money from my account. I just don’t think it’s on to be honest.”

Ricky says overall in the last three weeks he’s called Bistrot Pierre four or five times and emailed approximately six or seven times. Ricky said before the troubles with his refund he had enjoyed visiting the eatery quite often but now states ‘he would never go back’.

Speaking about the matter, a spokesperson for Bistrot Pierre said “the customer in question” had only let them know the refund “had not been credited to his bank account” approximately four weeks after the initial sale.

The spokesperson also stated the refund only amounted to £32 but said Ricky had been credited with a £40 gift voucher as an apology. They stated this had all been processed by August 30.

However Ricky says he is yet to receive any money. He says he had been informed today, September 1, he would receive the payment in the next two to five days.

A spokesperson for the restaurant said: “The refund of just over £32 was made to the customer immediately following the overpayment, but the customer in question did let us know this week that it had not been credited to his bank account. By way of apology for the inconvenience a further credit of £40 was issued back to his card and in addition a £40 gift voucher was offered to him, to spend in the restaurant at a time of his choosing.

“This was all confirmed by email to him on August 30. Customer service is very important to all our Bistrot Pierre staff and ensuring our customers have a positive experience is paramount, which is why we have gone the extra mile to compensate the gentleman for any inconvenience.

“We look forward to welcoming him and his friends back to the Bistrot soon.”

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