Day of shame: When Java House Prestige Plaza messed up a customer who could not cancel an order

Java House is a popular place for coffee. That is never in dispute. But since the franchise diversified into other meals like rice, ugali, meat and generally became a full-fledged restaurant, the story could be as different as the rainbow of their customers.

On Monday, January 24, 2022 a Mr Bett showed up at Java House Nairobi Prestige Plaza on Ngong Road.

He ordered for beef and ugali take-away. He had Sh1,000 budget with him. As soon as he was informed that it could cost Sh1,150 it hit on him that he had indeed gone to the wrong place.

His efforts to request Java House cashier to cancel the order fell on deaf ears. He was told that ‘once the order was in the system it cannot be cancelled’!

Little did that cashier know that the Consumer Protection Act, 2012 and the consumer rights at Article 46 of the Kenyan constitution outlaw the same – even if a receipt had been printed.

Accordingly, a determined cashier at Java House kept both the Sh1,150 and the order as Mr Bett quietly walked out minutes later and unwilling to cause a scene.

He went to the nearest Cakes & Muffin and bought a similar meal at Sh350.

He is now asking for a full refund and compensation from Java House for the embarrassment, time wasted and other consequential inconveniences.

Java House are yet to respond to his demand.

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