Friday, 14 June 2013
Gurgaon, June 13, 2013: For the past two days we have suffered because of the hate waveon social media.We had two choices – either to keep quiet and play it down or let the world know our side of the story as well. We chose the latter for a number of reasons after thorough deliberation and consultation. More so for the sake of people who have patronized Lemp Brewpub & Kitchen with great fervor and interest.
So far the silence or ‘no response’ from Lemp Brewpub & Kitchen on this incident has been construed differently. It is very unfortunate that through irresponsible use of social media an attempt to tarnish our reputation which we have built steadfastly has been made.
We were suggested by competent authorities not to give in to the urge of responding to all the hate messages on social media and the ensuing abusive calls that we are still flooded with. We have recordedthe obscene calls and we are putting these up on social media for everyone to assess the situation we have been in. Along with the press release we are also issuing the CCTV video and snapshots soon which detail the sequence of events as they unfolded.
Those who are a little aware about the social media and the way it works would agree that it cannot be the handiwork of a few to malign Lemp Brewpub & Kitchen alone. The timelines and snapshots of the social media platforms wherein the hate wave was initiated against us is a proof enough. Our digital and social media agency has assessed and analyzed the same. Hundreds of LIKES and posts within a second of posting the content has to be the handiwork of a full-fledged digital and social media agency hired solely with a particular motive.
Here is the sequence of events as we recall it:
1) On Sunday, June 09, 2013, afternoon, a group of 7 boys and 1 girl walks in asking for the Hawaiian lunch which was promoted by us on Zomato for Rs 999 all inclusive per person. Our staff informed them right in the beginning that Hawaiian lunch was not available because of some reasons. Staff also informed them of all the other options that were available. They opted for Sunday Brunch buffet priced at Rs 999 plus taxes per person.
2) They then placed their orders and started having beer and starters served to them. They kept visiting the terrace to have a smoke and therefore over the period of time the food turned cold. They started complaining about the food after consuming more than half of the servings.
3) Our manager apologized and agreed to replace their food with fresh dishes. The staff also went out of its way to serve them something that was not even a part of the Sunday Brunch buffet, within the existing package. They ordered more cocktails and starters and after consumption they expressed their desire of leaving stating their dissatisfaction. Our staff tried to convince them politely and suggested other dishes and drinks to satisfy them but they just did not agree. They started walking out refusing to pay anything.The amount due was Rs 10,393 however they said that all that they would pay is Rs 1500.
4) For the sake of not aggravating the situation further, the manager asked them to pay at least for whatever they consumed if not for the entire Sunday Brunch buffet, but before Robin Taneja, the manager on duty gave them a discounted bill of Rs 6463, they were out of the premises, only to be met by Kapil Singh Thapa, Asst. General Manager, next to the elevators.
5) Both, Robin and Kapil tried to request them to amicably solve the situation, but they became really aggressive and vocal in the mall’s public area and even shouted at the staff. There was no bouncer present, which can be clearly seen in the CCTV recording.
6) They paid no heed to our repeated pleas and entered the elevator soKapilhad no option but to stop the elevator. They started shouting – “move away from the elevator door”, “we would not pay anything at all”– this attracted a lot of people to gather near the elevator.People tried to resolve the situation. The managers then informed the owner. Understanding the gravity of the situation and the responsibilities that comes with hospitality business turned up within 10 minutes. The guests had called up the police who also happened to enter the mall at the same time.
7) The owner tried to resolve the situation and asked them to pay whatever they thought was just. He asked them whether they liked the beer or not. They agreed that the beer was really good. At this point in time, the owner suggested them to pay only for the beer and end the matter in good note once and for all besides inviting them for the Hawaiian Brunch next Sunday as they could not savour it that day. The bill amount was reduced to Rs 4463. The owner suggested them they could check about his good repute and that of the place from anyone and this statement of his has been completely twisted and misrepresented by them online.
8) The police suggested that both the parties should have a statement signed that matter stands resolved. In the statement the guests wrote that even after paying Rs 4463 they felt cheated. They then started threatening that they are the social media ‘gurus’ and that Lemp will have to pay for this ‘mistake’ heavily. It was after these threats that the Lemp management decided to give up on them and return Rs 4463 back to them. They had created such a ruckus despite all interventions including that by the police that the officers had no choice but to take them to the police station such that the peaceful environment at the mall could be restored back.
9) At the police station, they called their parents who came, admitted the mistake of their kids, apologized on their behalf and paid Rs 4463 to the Lemp staff. This is when the matter ended for Lemp but then these guests used all social media platforms possible to write whatever you have been seeing in the last two days. The guests while on their out were clicking pictures of the staff, property and the mall. It is only now that we have come to realize as to why they did that.
Lemp Brewpub & Kitchen
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