22 October 2011

Tilleys...over it!

| Lou77
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okay, so I know a lot of people complain about the service at Tilleys including here on Riot ACT god bless em… and my complainin’ will make no difference… it is a gold mine for the owners and they will always have a full house..I have spent many an hour/dollar there..

However..

I met my bro for coffee in Tilleys, avec my 2 year old babe. I ordered the coffees and baby cino. A lovely lass making the coffees could see me struggling with bub and said ‘Don’t wait, we’ll bring the coffees out’. I gratefully accepted her kind offer as I toddler wrangled back outside holding the babycino. 15 minutes later the coffees were dumped (literally) on my table with a scowl and the comment ‘You do realise we don’t DO table service here. In FUTURE will you please wait for your coffees INSIDE’ as the said coffees were dumped on the table, milk sloshing over..I was dumbstruck at the rudeness of this waitress and simply replied George Costanza style that the kind girl inside had offered to bring them out..she abruply turned on here heal, sighing… and departed.. anyway..

10 minutes later the same waitress appeared and rudely asked me to move my stroller out of their way as the table servers were having trouble getting around it – needless to say my stroller wasn’t in the way unlike the 2 other strollers nearby whose owners weren’t asked to move them.. I failed, like George Constanza to reply that I understood from your earlier comments that there was no table service at Tilleys..

Anyway, I’m over it and getting my coffees from the Front where they serve better coffee with a smile – over it!

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velveteenrabbit said :

Heavs said :

weeziepops said :

Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.

Is that you Julia? Congratulations on choosing to remain barren – you don’t have to be so bitter about other people having the joy of children in their lives though.

Is that a serious comment??? What a horrible thing to say about childless people 🙁

No worse than the comment that provoiked it.

velveteenrabbit4:28 pm 26 Oct 11

Heavs said :

weeziepops said :

Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.

Is that you Julia? Congratulations on choosing to remain barren – you don’t have to be so bitter about other people having the joy of children in their lives though.

Is that a serious comment??? What a horrible thing to say about childless people 🙁

The coffee IS served with a smile, the girl at the bar with the lip ring that serves people and makes coffee all week is lovely.

Unfortunately many of the nicer places that make good coffee have terrible service and we all keep going there. Boycott the place and tell your friends if you’re that serious about it. You will probably crack though and go back out of convenience

powerpuffpete12:33 pm 26 Oct 11

I’ve never had any major issues with service and certainly, given the amount of children there, I’d say it’s not anti-mum like weeziepops.

But given how much money Tilley’s makes, would it be so hard to simplify and improve the menu? The breakfast is abysmal! So is the coffee.
Beer on tap would be nice too.
A huge pet-peeve of mine in Canberra is the number of businesses which serve low-quality food but because they still pack out they don’t see a reason to improve. Here’s a reason: integrity.

All that being said, it’s a nice atmosphere and a great place for a quiet post-work glass of wine.

They do have beer on tap.

stp987 said :

You’ve obviously been to Tilley’s many times before, hopefully because you’ve enjoyed it in the past, and I would sincerely hope that this incident wouldn’t tarnish the reputation of the hard working girls and boys that pride themselves on delivering great service at Tilley’s .

Okay for a moment I thought this was going to be a GASP of Melbourne clothing retailers atttude to Customer Service response. Good it aint.

However, I have liked Tilleys outside dog friendly atmosphere and would go back for that. But, why does the inside of the place smell? Does it really hurt once in a while you get carpet cleaners in? I refuse point blank to eat inside.

weeziepops said :

Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.

8/10 – solid troll, if not a little obvious. would read again

chrisi said :

And yes… safety first, but I would bet that the rude waitress with a chip on her shoulder wasnt in the least bit concerned about the safety of this particular patron and child. As evidenced by the fact that she DIDNT ask any of the other patrons to move their strollers. “You can only hope” that this wasnt the case isn’t good enough. Attitude because she had to walk a few metres and deliver a coffee, and then given enough time to stew about it came back with a pathetic excuse for another dig.

I guess the reason I’m being harsh, is because I believe this very same waitress has served me…. excuse me, attempted to serve me in her own ‘special’ way. And I havent been back since.

But instead of addressing the issue with the staff member in question

Sounds to me like the appropriate way to address said staff member (the waitress) is for the manager to say “bye, bye, Centrelink’s that way”.

Why do people who obviously hate serving customers work in customer service? It’s not like they’re forced to – or is there some secret work gang thing operating out of AMC which press gangs prisoners into servitude in various cafes and restaurants around Canberra?

stp987 said :

I am the person you spoke with when you called Tilley’s…
…. Had you have explained to me at this time what had happened earlier that day I would have apologised for the rude way in which you were treated and would have also assured……

Sounds like unless you have explanations-you’ll be treated rudely from the start. LOL.
I am not a fan of Canberra parents dragging their screaming offsprings to cafés to spoil my time there either.
But, both Tilley’s and inconsiderate parents with prams and their screaming kids get thumbs down from me.
🙂

stp987 said :

I am the person you spoke with when you called Tilley’s regarding this on Friday afternoon.

I asked you in this conversation if there was anything that I could help with, as you preferred to speak with a Manager I offered you the names and the best times to contact an appropriate person. Had you have explained to me at this time what had happened earlier that day I would have apologised for the rude way in which you were treated and would have also assured you that we would do everything we could to make you and your bub (and all customers) feel comfortable and welcomed the next time you came in for coffee, just as the lovely lass had originally attempted to do by offering to deliver the coffees to your table.

As for the stroller, I apologise for the abrupt way in which you were asked to move it – at this point I would have also explained that the safety of our patrons and their children are of upmost importance to us and we would hate for this safety to be compromised by bags, strollers, trolleys, fallen objects, children and any object that we might be deem to be a hazard. I can only hope that the other customers were politely asked to move theirs prams too.

As with all good business your feedback is welcomed so that we can improve our services to you, and the offer to speak with one of our Managers is still open if you would like to give us another call. You’ve obviously been to Tilley’s many times before, hopefully because you’ve enjoyed it in the past, and I would sincerely hope that this incident wouldn’t tarnish the reputation of the hard working girls and boys that pride themselves on delivering great service at Tilley’s .

I’m sorry, but I am the only one that took that as PR fluff? Kind of an apology, but with a twist of “but it’s for your own good” that the waitress was rude.

The customer asked to speak to the manager… and you werent the manager. Why would they go into detail about their complaint to anyone but?

And yes… safety first, but I would bet that the rude waitress with a chip on her shoulder wasnt in the least bit concerned about the safety of this particular patron and child. As evidenced by the fact that she DIDNT ask any of the other patrons to move their strollers. “You can only hope” that this wasnt the case isn’t good enough. Attitude because she had to walk a few metres and deliver a coffee, and then given enough time to stew about it came back with a pathetic excuse for another dig.

I guess the reason I’m being harsh, is because I believe this very same waitress has served me…. excuse me, attempted to serve me in her own ‘special’ way. And I havent been back since.

But instead of addressing the issue with the staff member in question and getting the MANAGER to call the customer back (which is what should have happened if customer feedback was truely of great importance as you state), your response here will more than likely NOT make the customer feel comfortable in returning. It certainly doesnt encourage me to do so.

I can appreciate the effort you would have put in to type the above response… but reading it doesnt make anyone who’s experienced the poor service that Tilley’s offers, want to return. It’s just an attempt to encourage those who may be turned off by the OP’s comments, to question the orginal complaint- which I dont believe is the case.

I am the person you spoke with when you called Tilley’s regarding this on Friday afternoon.

I asked you in this conversation if there was anything that I could help with, as you preferred to speak with a Manager I offered you the names and the best times to contact an appropriate person. Had you have explained to me at this time what had happened earlier that day I would have apologised for the rude way in which you were treated and would have also assured you that we would do everything we could to make you and your bub (and all customers) feel comfortable and welcomed the next time you came in for coffee, just as the lovely lass had originally attempted to do by offering to deliver the coffees to your table.

As for the stroller, I apologise for the abrupt way in which you were asked to move it – at this point I would have also explained that the safety of our patrons and their children are of upmost importance to us and we would hate for this safety to be compromised by bags, strollers, trolleys, fallen objects, children and any object that we might be deem to be a hazard. I can only hope that the other customers were politely asked to move theirs prams too.

As with all good business your feedback is welcomed so that we can improve our services to you, and the offer to speak with one of our Managers is still open if you would like to give us another call. You’ve obviously been to Tilley’s many times before, hopefully because you’ve enjoyed it in the past, and I would sincerely hope that this incident wouldn’t tarnish the reputation of the hard working girls and boys that pride themselves on delivering great service at Tilley’s .

Bluey said :

I seem to be the only person in Canberra to be unaware of this “Tilleys”

Sounds like a bit of a hole to me.

Any person who makes a joke about this will be paid a visit by the obvious police. You have been warned.

Bluey said :

I seem to be the only person in Canberra to be unaware of this “Tilleys”

Sounds like a bit of a hole to me.

You have chosen… wisely.

I seem to be the only person in Canberra to be unaware of this “Tilleys”

Sounds like a bit of a hole to me.

What was your brother doing while you were dealing with the kid and the coffee?

Why are so many people so defensive of Tilley’s.

It is a landmark for Canberra but unfortunately it smells of mould, it is dark and dingy, service is poor, furniture is worn out including outdoor chairs and prices are ridiculous. I’ve been dragged there about once every 12 months and nothing changes, just gets damper and smellier. I say good luck to all of you who want to go there, its your choice and you do have that freedom.

Kerryhemsley2:09 pm 24 Oct 11

” Tilleys’ serves consistently decent Italian coffee.”

Have you ever tasted good Italian coffee?

Lukewarm milk more like it.

Thoroughly Smashed10:40 am 24 Oct 11

DUB said :

Thoroughly Smashed said :

matt31221 said :

sexy lesbians

-_-?

+1.Chaz Bono look-alikes (Canberra has plenty)-isn’t a pretty sight.

I’m wondering whether “Tilley’s” isn’t also a website.

Thoroughly Smashed said :

matt31221 said :

sexy lesbians

-_-?

+1.Chaz Bono look-alikes (Canberra has plenty)-isn’t a pretty sight.

Thoroughly Smashed10:22 am 24 Oct 11

matt31221 said :

sexy lesbians

-_-?

I really don’t know why anyone goes there. The coffee is nothing to write home about, and the general atmosphere of the place is dingy and weird, like some dirty leftover from the worst part of the 70s. I really can’t stand it.

EvanJames said :

Stevian said :

What Canberra need is more adult friendly establishments, Seriously. Nothing ruins a pleasant Lunch/Coffee/Dinner worse than parents with kids, loud smelly and obnoxious and the kids are nearly as bad

Hear hear. Strollers? Baby cinos? run away, quickly. Where can you get a coffee or a meal without the dreaded children?

Easy. Go somewhere expensive. Please.

I-filed said :

Androyd said :

… i love having them next door to keep Tilleys honest!

You have to be kidding! The Front has had ZERO impact on Tilleys, which takes in the equivalent of the Front’s weekly turnover in a couple of hours of a Monday. If The Front had presented any competition, for example, Tilleys would have installed wireless, or spruced up some of its outdoor chairs to differentiate itself.
And, on the topic of Tilleys “attitude” – I get much worse attitude from the staff at the Front, who seem to be random acquaintances of the owner rather than employees – and have an “I’m not really serving you, I’m a friend of the owner, see?” approach to custom. Add to that, The Front serves nasty cheap Dutch-owned Douwe Egberts coffee with a fake Italian name, accompanied with a musty sweaty old-unwashed-clothes aroma from April’s Caravan. Tilleys’ serves consistently decent Italian coffee.

Just decent coffee, and your main claim is they have better service then the Front?

Wow, I’m going to start a marketing blitz to say that I am better looking then Kim Beazley in the hope of picking up a date with a super model.

Maybe if you didn’t spend all your baby bonus on some stupid “Hummer” brand white-trash spawn-chariot then you wouldn’t have to go to Tilleys to rekindle your long lost pseudo-bohemian dreams?

I-filed said :

Androyd said :

… i love having them next door to keep Tilleys honest!

You have to be kidding! The Front has had ZERO impact on Tilleys, which takes in the equivalent of the Front’s weekly turnover in a couple of hours of a Monday. If The Front had presented any competition, for example, Tilleys would have installed wireless, or spruced up some of its outdoor chairs to differentiate itself.
And, on the topic of Tilleys “attitude” – I get much worse attitude from the staff at the Front, who seem to be random acquaintances of the owner rather than employees – and have an “I’m not really serving you, I’m a friend of the owner, see?” approach to custom. Add to that, The Front serves nasty cheap Dutch-owned Douwe Egberts coffee with a fake Italian name, accompanied with a musty sweaty old-unwashed-clothes aroma from April’s Caravan. Tilleys’ serves consistently decent Italian coffee.

I love Douwe Egberts! But then, I seem to be the only one in Oz who doesn’t get what the fuss about Italian coffee is.

Androyd said :

… i love having them next door to keep Tilleys honest!

You have to be kidding! The Front has had ZERO impact on Tilleys, which takes in the equivalent of the Front’s weekly turnover in a couple of hours of a Monday. If The Front had presented any competition, for example, Tilleys would have installed wireless, or spruced up some of its outdoor chairs to differentiate itself.
And, on the topic of Tilleys “attitude” – I get much worse attitude from the staff at the Front, who seem to be random acquaintances of the owner rather than employees – and have an “I’m not really serving you, I’m a friend of the owner, see?” approach to custom. Add to that, The Front serves nasty cheap Dutch-owned Douwe Egberts coffee with a fake Italian name, accompanied with a musty sweaty old-unwashed-clothes aroma from April’s Caravan. Tilleys’ serves consistently decent Italian coffee.

The best actions are taken at the time. Find said waitress and suggest that, next time she talks to you like that, she may need some padding for her ass as it hits the ground.

Or if she asks you to move your stroller and it isn’t impeding anyone…..say no.

Cafe staff pfffft….get a real job

Androyd said :

and i’ve been nervous ever since the salmonella outbreak there a couple of years ago flattened my brother and his partner, even though i’m sure they’ve lifted their game since.

I never heard about a Salmonella outbreak there? See ya Tilley’s, I’ll have to perve at sexy lesbians elsewhere now.

Have been a long term on and off Tilleys customer, and i haven’t found much difference from going with kids or without kids. i.e. front bar service is brisk and professional and occasionally friendly, waitress service is often frazzled but occasionally friendly, atmosphere is good, prices are savage for what you get, and i’ve been nervous ever since the salmonella outbreak there a couple of years ago flattened my brother and his partner, even though i’m sure they’ve lifted their game since. Happy to go there for a coffee alone or a milkshake with the kids, i usually grab a few avant card postcards for them to build houses with while we pass the time. Service at the Front is better without kids and would be improved if there were fewer dogs, but that’s probably part of the charm, and i love having them next door to keep Tilleys honest!

Stevian said :

What Canberra need is more adult friendly establishments, Seriously. Nothing ruins a pleasant Lunch/Coffee/Dinner worse than parents with kids, loud smelly and obnoxious and the kids are nearly as bad

Hear hear. Strollers? Baby cinos? run away, quickly. Where can you get a coffee or a meal without the dreaded children?

Heavs said :

weeziepops said :

Jump, doggie, jump!

And more than two posts before someone threw in “lesbian”. A record for sure.

It’s sad that you take your failure to reproduce out on others. Being barren is nothing to be ashamed of in today’s world.

Nor is being a bean flicker.

trevar said :

Hardly unexpected: Underbelly Razor is proving very enlightening on the nature of this particular establishment; obviously the proprietors of the cafe have inherited a lot from their namesake!

+1

i read the book (and highly recommend it), which the tv series is based on, a few years back and immediately thought the same!

Hardly unexpected: Underbelly Razor is proving very enlightening on the nature of this particular establishment; obviously the proprietors of the cafe have inherited a lot from their namesake!

weeziepops said :

Jump, doggie, jump!

And more than two posts before someone threw in “lesbian”. A record for sure.

It’s sad that you take your failure to reproduce out on others. Being barren is nothing to be ashamed of in today’s world.

Deref said :

“getting my coffees from the Front where they serve better coffee with a smile “

Everybody wins. Tilleys deservedly loses at least one customer and The Front gains at least one.

The Front stinks of old clothes from next door unfortunately.

Hey, if I was a women and was deprived of the chance of ‘having’ a man because I was Lesbian – I’d be really angry all the time too!

Joking!! I am lesbian and gay friendly, just jokes.

My advice would be to absolutely GIVE IT to the waiter/waitress that spoke to you like that because it is extremely rude and wrong to be spoken to in that manner when you are the customer. Watson is right – it has nothing to do with having a baby. They had broken a promise to you.

Next time give a nasty verbal serve to the rude waitress in front of everyone then you can simply forget about it and move on – and not dwell on it. Because it is not worth dwelling on.

Like water off a ducks back yeah?

If the child wasn’t sitting in the stroller, just move it.
If the child was sitting in the stroller, it’s time to realise that a 2yo is not a baby. If they are big enough for a babycino, they are big enough to sit on a chair or your lap. And to learn that they can’t run around. Give them some paper (or a serviette) and something to “write” (aka scribble) with. You should see my diaries from the years my child was a young toggler… my most difficult task was trying to make sure that only pages *prior* to today’s week were scribbled on.

Staff in bars still need access around tables to clear empty glasses etc, so your second comment about lack of table service is irrelevant.

I’d feel the same if treated the same. I’ve never had great service here, but nothing like you describe either. Perhaps i’m just lucky.

I took my child to Tilleys from when she was 1 week old, but was always willing to leave if she became noisy (more than instant feeding would stop). However, I can not stand parents who let their children spoil the experience for others, including, in one memorable case, parents smiling and nodding encouragingly at their little boy as he tried to climb up the back of my seat while I was reading. I wish I had asked him to go and ask his parents what ‘retarded’ meant, but a residue of good manners prevented me. The OP probably received the brunt of the staff dealing with rude parents who let their kids climb up on the stage or use the benches as drums, which is unfair but understandable.

I would not describe The Front as smiley.

“Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.”

Another child/mother hater expecting the world to revolve around them.. or perhaps just another yokel Canberra service provider who thinks service in this town should stay bad just because it can.

“They’re all mistakes, children! Filthy, nasty things. Glad I never was one.”
— Agatha Trunchbull, Matilda

“getting my coffees from the Front where they serve better coffee with a smile “

Everybody wins. Tilleys deservedly loses at least one customer and The Front gains at least one.

Jump, doggie, jump!

And more than two posts before someone threw in “lesbian”. A record for sure.

Watson said :

I used to think it was just because I didn’t look lesbian enough, but I’m not sure if that still applies.

Tilley’s don’t discriminate, they provide bad service to everyone.

And they should get some proper beer glasses FFS!

What Canberra need is more adult friendly establishments, Seriously. Nothing ruins a pleasant Lunch/Coffee/Dinner worse than parents with kids, loud smelly and obnoxious and the kids are nearly as bad

Classified said :

I stopped going there years ago, having gotten sick of the angry frowns from the staff, and generally crap service.

Hehe, ‘angry frowns’ really describes it well. Always makes me wonder if I’ve said something wrong or if my clothing looks offensive or something. I used to think it was just because I didn’t look lesbian enough, but I’m not sure if that still applies.

I stopped going there years ago, having gotten sick of the angry frowns from the staff, and generally crap service.

weeziepops said :

Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.

Is that you Julia? Congratulations on choosing to remain barren – you don’t have to be so bitter about other people having the joy of children in their lives though.

jules_from_latham8:46 am 22 Oct 11

Oh Weeziepops! Not sure that suggesting reasonable treatment by an establishment is to be regarded as special treatment – stroller or not!

weeziepops said :

Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.

How does this have ANYTHING at all to do with being a parent?! The fact that they had a child with them was thrown in as an embellishment. The story is about being told one thing by one staff member and then being told off for it by another. And about being talked to in a rude tone which in my book is a total no-no whether or not you are there with a toddler, a teenager or a gorilla.

Though the stroller comment… I don’t think it’s a big deal to move a stroller even if you think it’s not in the way. Obviously there was still no reason for a rude tone.

I am not a huge Tilley’s fan. If only they didn’t have such an awesome outdoor area…

Another parent expecting special treatment just because they chose to add to the population. Suck it up, princess.

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