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IDCompany / PersonClaim TitleIncident DateAddedPostsAdd commentDetails
989HEAVEN nightclub [London]
Total claims:1
HEAVEN? hell. No Communicaion, Hazardous queue system and Ignorant Staff. »18/02/0922/02/20090

I had a brief chat with the Manager, Stuart Turner outside the establishment: HEAVEN around 1am on Wednesday 18. I discussed with him the security staff outside "Heaven" and their unprofessional and undiagnosed approach towards my friend. I found his way of belittling my statements and arguments just as bias, unregarding and injust as that of his recruitment. I would like to further stress the essential customer service his staff lacked - the system in place outside was hazardous and lacked communication between staff. They are not working alone. They are a team, and they should respect that while working.
I recall him trying to spin our conversation in circles when he told me to talk to the security (who had told me to talk to him), and I replied that they're trying to do their job. He then said "I thought you just said they aren't doing their job" I found this immature and unnecessary - obviously I was complaining but that doesn't mean that I should make their job - that they are struggling to do properly already - any harder.


I do realise I am not the target demographic for the establishment, but narrow-fields are very hard path to tread on (or shall we say trade on, from a business perspective?) Mr Turner expressed (in a very lasse-faire style) that he would not be issuing me with a refund. I don't feel that I should allow him to lavish in my £6 spent on a college discounted ticket. I also don't believe he has the desire to even re-train, re-educate or even assess my complaint, but I have poised it to him nonetheless.


The dangerous format of their access points atleast needs to be addressed by a higher force - and if I did not recieve a satisfactory reply (after my inital email demanding an apology) I would be taking my complaint to the relating authorities.


Mr Turner handed me a rather tatty business card, which he shoved into my hand, which I later found out was an out of date business card featuring a company (puregroup) who stressed they are no longer associated with HEAVEN after selling the venue in September 08. This hereby added to the levels of unprofessionalism that occurred Wednesday 18. February 2009.I thanked him for providing me with an invalid email address from a company he was no longer associated with (who forwarded me his address.) Hereby adding to the levels of unprofessionalism that occurred Wednesday 18. February 2009.


I did expect an apology statement. But instead I recieved an email only apologising for giving me an expired business card!


In his email, sent on: Feb 19, 2009 at 9:38 PM, Stuart Turner (Heaven) <stuart@heavennightclublondon.com> wrote:"...she (my friend) was told she was not being allowed to come back inside because she had had too much to drink. She then repeatedly presented herself in a progressively worsening state at the front of the queue to gain entry and was repeatedly refused..."


At no point were we told by anyone of his staff members that she was not allowed entry into the club.


Here is my accurate summary of events I replied back with after this false claim was made (sent to Stuart Turner on Feb 19): "Well it seems your staff have twisted their words, we were told to make her drink a coffee and come back once more stable. I realise that this was said thinking we wouldn't heed advice and calm her down (although, I have stressed time and time before - she was refused by the second allocated bouncer and had preiously had a conversation with the initial bouncer, whom I shall refer to as B1 (who let us through) explaining light-heartedly if she looked her age and that it was indeed her birthday. A conversation long enough to establish an intoxicated state. For which, he did not. Then moving on to the next bouncer, not expecting to need to show our passports again after two steps forward (which shows a lack of trust between your staff) she approached we some arrogance - but this is not a feat that should justify removal. The second bouncer removed us (B2) and told her to come back after a coffee.


As all coffee shops were obviously closed, we instead sat down for 10 mins in which she had a cigarette and I made her eat some of her birthday cake she had in her bag (since, one member of security, beyond the metal detectors, had said it couldn't be taken in anyway.) Two members of our group, both male, had entered inside without fuss just before us and decided to purchase our tickets for us - which they handed to us after she had finished her cigarette. We then moved down through the paying line, since we had already purchased tickets... where the B1 (which shows a tiny bit of observation on his behalf, since I do not believe B2 communicated this to him) then gave our tickets to the ticket holder and pushed us out of the queue without reason.


I explained to another guard, standing infront of the guestlist queue (B3) that we had not stolen the tickets, nor had we been inside the club and been kicked out (another little hint that communication was lacking between all of them) he then told me that instead of giving me back our tickets he would remember our faces and let us in. He said this in a polite and upbeat tone which made me see light of the situation and regain some respect for their service. After queuing normally, once again the lack of communication sent us through the same process. I may point out that B2 then repeated "I told her to get some coffee." The decreasing state they may have been describing was the horror and humiliation without explanation she was induring. During the last time of being removed, B2 would not define to me what he defined as "pissed" as he so graciously put it. I then was ignored, so I went to the Smokers re-entry security guard (B4) who then transfered me onto you after I asked to speak to the manager.


My memory and judgement were not altered or affected by anything. "...she was told she was not being allowed to come back inside because she had had too much to drink. She then repeatedly presented herself in a progressively worsening state at the front of the queue to gain entry and was repeatedly refused..." - At no point were we told by anyone of your staff members that she was not allowed entry into the club. I stress this with emphasis on the events I have just depicted to you.


I have still not recieved so much as an apology, just a reply claiming that your staff suffer from short term memory loss. If this is the case, then I strongly question the points you made about them being trained and licensed. I question whether they even remember what they were taught. I believe their badges had the ASC logo, I am not sure, and will return to HEAVEN to collect details and names. "


I don't believe I was treated respectfully, as a paying customer. By Mr Turner or his staff. And I have still not recieved an apology or reply.


 


 


 


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