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Overall User Score 1.0
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Lions Club Of Rochedale Springwood Inc

Address: PO Box 19, Springwood, QLD, 4127
Phone number: 0418 75....
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13 Jan 2013
I attended the Lions Club at Springwood on a Sunday night with my girlfriend and members of her family. I was a guest; those whom I attended with however – my girlfriend, my girlfriend’s father, mother and sister are all members of the Lions Club and have been for years. Up until Sunday night, that was… Let me tell you why: My girlfriend suffers from Pancreatitis, a lifelong condition that requires her to avoid certain types of food, most specifically deep fried, oily and fatty foods. Eating foods that fall into these categories causes her tremendous pain, and can eventually cause her to be hospitalised if the pain becomes too great; previously, she has been treated with morphine just to allow her to sleep at night. This usually isn’t a problem, as most restaurants are understanding and accommodating of their customer’s needs, especially concerning medical conditions. The Lion’s Club, however, apparently doesn’t need to be… My girlfriend wanted to order her meal without deep-friend chips; when she went to the counter to do so, the staff member at the register asked her if her request was motivated by a medical need (not that it should matter!), and my girlfriend replied that it was; she then asked if the chips could be replaced by salad. (I should add at this point that I originally wanted to order lasagne; my girlfriend went to the counter to order both our meals; when she tried to order mine, she was told that lasagne wasn’t available – she came back to the table, a 20 second walk from the counter, to ask me what my alternative choice was; when she arrived back at the counter, she discovered the staff member had started serving somebody else, forcing my girlfriend to the back of the line again!) After the order was completed and she had returned to the table, my girlfriend discovered on the receipt that she had been charged the full amount for her meal (that was being served without chips), and been charged an ADDITIONAL amount for the replacement salad. When she queried the counter staff about this, she was told replacements were NEVER done on meals. She asked to see the manager, who said the same thing, then proceeded to talk to the chef who had prepared the meal who actually LAUGHED at my girlfriend’s predicament. So, not only has the staff of the Lion’s Club refused to accommodate my girlfriend’s very simple and easily remedied request without issue, but now they have actively insulted her for something over which she has no control. My girlfriend was at this point visibly distressed; while I consoled her, her father went to speak to the manager as well, where he received the same treatment. When we then spoke to the floor manager, although she seemed sympathetic, she offered no additional explanation for the restaurant staff’s behaviour; nor did she make any attempt at reconciliation. When left immediately after that. My girlfriend and her family who were in attendance have vowed never to return to the Lion’s Club, and will also be telling their friends and the rest of their family of this incident. For myself, I feel nothing but pity for the Lion’s Club at Springwood, to be saddled with such atrocious staff and policies; the fault here appears to be two-fold: 1) A failure of policy: to refuse to accommodate simple requests made by customers, especially in regard to medical issues, shows zero respect for said customers and shows that we are not valued by the management and chefs. 2) A failure of customer service: the no.1 rule of customer service being “The customer is always right”, and also keeping in mind the cardinal rule that for every customer that has a good expeience, they tell 3 people, and for every customer that has a bad experience, they tell 10-20 people. (The issue in this case isn’t even the money she was additionally charged, but rather that the policy for replacements wasn’t explained at the counter, and when my girlfriend queried this she was dismissed out of hand!) And I can tell you right now, more than 20 people will be hearing about this… I myself certainly won’t ever be going back to the Lion’s Club at Springwood (and not just because of this: my Spaghetti Napolitano was terribly cooked!), but I’ll also be telling everybody I know never to pay good money for the terrible food and service there; if only the staff there had realised that a little understanding and professionalism could save them dozens of lifelong customers, things might have been different.

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