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| - Horrendous experience with the catering from Bairrada Churrasqueira we ordered for my mother-in-law's 80th birthday. It was a large order. A leitao (suckling pig), BBQ chicken, bacalhau, rice, potatoes, salad, grilled veg, natas do ceu pudding. Even chafing dishes to keep everything warm. Delivery was guaranteed by 1:30 pm - the plan was to serve lunch at 2.
At 1:30 nothing has arrived and not a word from Bairrada. We call. Finally around 2 we connect with someone who has no answers and mixes us up with another delivery. Guests - senior citizens - have begun to leave after the light appetizers run out.
We are then shunted from one person to another on the phone for 40 minutes - no one has a clear answer. The meal finally arrives at 2:45! Surely this is the end of the tale. But oh no, it gets worse.
The grilled veg isn't grilled at all. It's frozen veg - probably California mix - a lot of it still frozen or uncooked in the centre! The leitao which turned out to be delicious is unfortunately carelessly charred to a crumble in delicate spots like the ears. They've delivered the wrong dessert - Creme Caramel. To be fair, the potatoes, chicken and bacalhau are very good.
We call Carlos the manager for refunds on the chafing dishes (useless with a delivery this late - we had to serve right away), and on the wrong dessert and to ask for some kind of compensatory discount on the disastrously late delivery. This request is made with tremendous courtesy. Carlos responds with the ludicrous demand that we return the entire meal immediately! He makes no apologies for anything, actually attempts to transfer (!) blame and becomes completely unreasonable.
It is only when my law school nephew firmly reminds him of the breach of contract that a such a ridiculously late delivery constitutes, that he suddenly goes all mushy on us and says we can "pay whatever was in our hearts." By then, his utter disregard for even the merest glimmer of customer service, has efficiently destroyed any goodwill we might have had.
Still we remain decent - we just took off the price of the chafing dishes and the wrong dessert and sent the payment back with the delivery man.
Only to hear that the family member who had placed the order had received an odd voicemail from Carlos, half passive-aggressive pleading and the other half in effect banning her from every single Bairrada Churrasqueira. We've retained the recording of course. It is a reminder to us how one frontline manager can destroy the reputation of an entire organization if he has the wrong attitude.
Whatever you do don't order catering from them. And if you do eat there, don't mention me - you'll probably get banned too. :-)
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