Hi, I am Karis, owner of the Wine Box.

I am extremely sorry to hear your visit was unsatisfactory.
Thank you for bringing it to my attention that the staff and service was not to it’s usual merit. This has been dealt with this sternly and immediately. We pride ourselves on quality, care and consistency.
Like wise, the particular Wine Supplier in question was late on delivery, my sincerest apologies. I hope your server made an acceptable recommendation for a replacement.

As per our recent private correspondence, I am committed to correcting the problem as much as I possibly can, if I were given the opportunity.

In regards to the lunch in question:

• If we are informed about a particular allergy, we are able, and more than happy to cook specifically to suit. We are a small business that focuses on a “Can Do” attitude.

• That said, we were not told about your allergy to begin with. Later when you did notify our staff, and asked about the aioli on the Kangaroo Dish which you had already ordered, we bought it to your attention that there is no dairy in the aioli, so the dish will not effect that particular allergy.

• At this point my Manager made contact with me, and it was my decision not to comp your meal, as requested by yourself, as there was nothing wrong with it. She was acting specifically under my orders.

• The meal description with the “difficult language” reads: “Kangaroo Fillet  Coated with pumpkin seeds & juniper berries, pan fried medium-rare. Served with fresh focaccia bread and a tasty Wine Box spread.”
The spread is an aioli based spread of our own recipe. All sauces, spreads, jus, marinades ect are made in-house, we know exactly what is in everything we serve. It is impractical to list every ingredient used on every dish on the menu.

• Not long after, my “English” Manager called me to let me know you were extremely unhappy and treating her unreasonably, at which time me and you spoke directly. I immediately reassured you your meal will not be on your bill, as it seemed the situation was inexplicably distressing. Your manner seemed to change instantly.

• As you mentioned to me and my staff a number of times, you are in PR, and would have dealt with it differently, but there is 2 sides to every story.

• My “English” Manager was upset and may have been understandably defensive by this stage as she felt she had been treated unfairly. This opinion was shared by many guests later, who had to listen to the entire confrontation, whose meal was disrupted, and applauded her for keeping so composed.

• As stated you wont be returning to The Wine Box, and similarly I don’t expect my staff to endure being spoken to as they were. You have mentioned a number of times that the customer is always right, I too believe this is the golden rule of any service based business, BUT, I also believe under no circumstances is it acceptable to call someone a “snotty little bitch”.

Regards,
Karis Thompson