We normally have a great experience at Etto in Doncaster’s Lakeside Outlet Centre but on this occasion it fell short of our expectations.
It was a hot sunny Friday when we arrived and the tables outside were moderately occupied. Inside it was near empty so we had no trouble finding a table.
One thing we immediately noted was that all of the staff that we usually see there were absent so we assumed they had all decided to take the Friday off at the same time (or been let go?). When I went to the counter to order it became apparent that the manager was the only member of staff allowed to take orders and operate the till.
Two baristas were diligently working away making the long line of orders of coffees and teas but unfortunately the people ahead of me in the queue wanted ice cream. I say unfortunately because this took the manager away to the front of the cafe leaving the queue waiting. The baristas were clearly unable to take orders. So I waited.
On her return there was no “Sorry to keep you waiting” from the manager which didn’t sit well. I ordered our meals and teas and took my number plaque. Judging the speed of the baristas I didn’t hold out much hope of the drinks arriving quickly but I was actually wrong and they were swiftly delivered.
Now there was another problem, my teacup had what looked like lipstick on it. I returned to the counter and asked the manager for a fresh, clean cup. There was no apology just a perfunctory “Thank you” when I handed her the soiled cup. Again not good customer service.
Normally the service at Etto is good but there was an overwhelming feeling of stress coming from the manager (normally there are two but seemingly just the one this time). It was a disappointing experience but we will no doubt visit again to see if things pick up. Hopefully it was just an off day.
The Willoughton Wanderer 
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