Restaurant owner takes to Facebook to address customer complaint

In an unusual move, the owner of local restaurant Artichoke Cafe and Bar took to social media to address a complaint.

Mr Bjorn Shen, owner of Artichoke, posted a screenshot on Wednesday (Nov 4)  of a complaint he received from a customer, Mr James Nicol.

Artichoke cafe and bar, known for its brunch options, is located at Middle Road, in the Bugis area.

According to the post, Mr Nicol said he experienced “terrible service” at the cafe last Saturday (Oct 31), after he was told to wait outside since he did not have a reservation.

When asked how long should he wait, Mr Nicol said the staff told him: “Wait, can’t you see we are busy.”

The screenshot contained Mr Shen’s responses as well: one he made the same day and another, more detailed one four days later on Wednesday.

In his replies, Mr Shen told Mr Nicol that his investigations into the matter did not tally with his complaints. 

Mr Shen added details about how he had investigated the matter, including speaking to staff on duty and watching CCTV footage on the day of the incident.

Additionally, Mr Shen uploaded a video containing CCTV footage understood to be from the day of the incident. 

The video shows a man, believed to be Mr Nicol, ignoring a sign requesting customers to wait before being served.

He and his companion are seen going into the restaurant and taking a seat at a reserved table. 

The customers who reserved the table arrive shortly after.

Mr Nicol and his companion are then seen standing outside the restaurant, before leaving. 

When contacted, Mr Shen declined to comment.

Mr Nicol could not be contacted.