|The new Paul store in Fez...getting off on the wrong foot|
For months Fez locals have been watching with keen anticipation building work progress on the new Paul boulangerie and patisserie in the Ville Nouvelle. It opened this week. So what is the verdict?
The exterior of the French franchise Paul looks very smart, and a lunch time crowd filled the outside tables. Inside is an extensive display case with a multitude of luscious looking cakes, baguettes and quiches with delicious fillings. However, according to a local identity, the service leaves a lot to be desired.
Our source visited Paul yesterday. After choosing her two sandwiches (39 dh), she was offered an upgrade to "Classic" specials, which included an additional cake and drink with each, for a total of 49 dh. She accepted, and the staff did a beautiful job of packaging the items.
It was when she reached the checkout the trouble began. The total bill came to more than that for two "Classic" specials. When the customer inquired as to the reason for the price increase - the price was prominently displayed on the wall behind the young woman serving - she was told she had chosen another type of special, which was more expensive, and that the type of sandwich she had selected was not offered with the "Classic".
However, there was no mention on the advertising poster that the "Classic" offer was restricted to any specific type of sandwich, and a staff member had offered it to her knowing the kind of sandwiches the customer had chosen.
Naturally the customer disputed the price increase. Instead of acknowledging their mistake, or offering her an alternative type of sandwich, staff refused to discuss it. They simply took away the items from the till, unpacked the boxes and returned the sandwiches and cakes to the display cabinet. So the Paul store lost the 98 dh sale, the customer her purchases, and - more importantly - any goodwill she had towards the new venture. She suggests you wait to visit until they have ironed out their customer service issues.