I know hospitality, I have worked in it for 10 years and I believe that I am very understanding when things go wrong. But Fergus was the first place that I have ever been so disappointed with, that I have sent back food and refused to allow them to make amends.
Good location, nice fit out & the right idea just isn’t enough these days. I really wanted to like Fergus, I tried so hard to like it, I even gave it a second chance but both times I left bitterly disappointed.
Fergus located at 301 Wattletree Road, Malvern East, an ideal spot that has been desperate for a cafe. The demographic is perfect for a new business as the locals are more than willing to spend a little coin. All this cafe has to do is keep it on the tracks and it would be a huge success but in both my visits all I saw was a train wreck in motion.
If you have more staff “working” (term used rather loosely) than customers or occupied tables, it usually means:
- You aren’t out to maximise profits but would rather ensure high levels of customer service;
- You can cope with high turnover and are able to absorb a sudden influx of customers at peak times; and
- No attention to detail is lost when attending to a customer’s order.
If this was a report card Fergus would fail dismally. In fact, fifth grade would probably be the longest three years of their life. Safe to say that Fergus rubbed me the wrong way as I will now explain.
On both occasions it took time to be seated, which is fine, however when you are seated on a dirty table when the cafe is half empty and have staff twiddling their thumbs and discussing Gossip Girl, I take issue. When it also takes a further 15 minutes to clean the table and take a coffee order I usually get grumpy. It’s hospitality, you are meant to up-sell, and increase customer spend. Cafe 101 people! On the first occasion it took 30+ minutes to receive our food after ordering. They must have had to wait for the chicken to lay the eggs.
The second visit would be the last. I now knew that they took their time to bring the food, ask for the coffee and provide any form of service so I basically ordered everything whilst being walked to the table. But alas, this was still not enough time for the million staff members to break from comparing their latest inkings to provide me with the bare minimum of service. On this occasion the food took 40+ minutes to arrive to which I sent it back immediately. The poached egg I received was stone cold and hard boiled but it was the reaction from the maitre d’ which astounded me.
“Oh, did you want that more runny?”
You’re kidding right? Since when has a poached egg meant to be rock solid?…. and frozen? More so, why can’t you apologise for the mistake (albeit not yours) and offer a solution to the problem instead of standing there and proceeding to question my intelligence?
Forget about Fergus people. Allow Fergus to succumb to Darwinism. Hopefully sooner than later.
My rating 0.5/8
Have you been disappointed by Fergus? Let me know your thoughts below.