The Optimum Group - Liverpool

Jay J

Disappointing Experience and Poor Customer Service
Extremely disappointed with the service I received from this company. After reading other customer reviews, it’s apparent that my experience is not unique, suggesting a troubling pattern in the quality of customer service provided. Although Kaspa’s claims to "strive to continuously provide our guests with irresistible products and unrivalled customer service," my experience was far from this standard.

During our visit, the service quality was severely lacking. Staff members seemed more focused on socializing and spraying cream at each other than on serving customers. While I understand and appreciate the value of a positive work environment, customer service should never be compromised. Despite waiting for a considerable time and seeing the order screen flashing red (indicating a delay), staff members continued to chat and use their phones, ignoring customer needs. Eventually, I had to approach a staff member to inquire about the status of our drinks.

Once we arrived home, we discovered the drinks were poorly made, falling below the quality standards one would expect from Kaspa's.

When I reached out to customer service the following day, the initial response was polite. However, it quickly became dismissive, and I was directed to contact the Liverpool branch directly. Upon calling the branch, the assistant manager instructed me to send an email with my complaint. Despite following these instructions, my email was ignored. I had to call again, only to be told that the area manager would reach out to me – a promise that was never fulfilled. When I followed up today for an update, the response from the company was dismissive. I was informed that the area manager would not speak with me, nor would I be provided with their name. I recently received an email from the area which again was dismissive attitude & clearly do not value customers.

This experience has left me with the impression that the company prioritizes profits over customer satisfaction. My request for a refund was dismissed, and they failed to resolve the situation. I would advise others to avoid Kaspa's and instead support businesses that truly value their customers.

Donald Grant

Don’t use this company will not take Scottish tender

Michael Robinson

Very professional and informative look forward to doing more Business in the future.

Tanya Melissa