Bollocks Pub & Kitchen - Whitby Patio — Restaurant in Whitby

We've been ordering from Bollock's with Skip the Dishes for the last 8 months and their delivered food has been excellent. We've only ordered items like wings, salads and sandwiches but they've been prompt, hot and delicious. The best thing is that when we order wings we like them well done and extra crispy. Bollock's is the only place in Whitby that can get that right. We state our preference very clearly on the " special instructions" and it seems like Bollock's is the only restaurant that reads them. Other places ( and we've tried many) send them undercooked with chewy skin or worse, breaded. Their fries are real fresh cut which is nice to find since most restaurants just use the frozen precut kind. We also like the fact that they use carboard containers that can be recycled ( after a wash) instead of plastic containers. They don't throw a lot of extra condiments in the bag unless you request them which also saves on waste. The only time we were disappointed was with their roast beef dip sandwich, but I assume it was their supplier's fault. The beef was chewy and fatty and inedible. Now I know not to order that again. Well, it's been 9 months since my last 5 star review. As shown, I have changed it to 2 stars based on our experiences over the past few weeks. Again, this order came via Skip the Dishes. Food is just not up to par. The burger we received today was dreadful. Just a cheap, chewy processed patty (in fact two patties but could only eat one) I could pick up at any grocery store. I mistakenly assumed ( bad on me) that it might be a home made patty. Nope. They grilled the bun with butter! I did not read " buttered bun" on the menu or I would have asked them not to. But the worst were the wings. They used to be great. We specifically ask for well done extra crispy but the last two orders have been underdone ( in fact pink! ). The skin was chewy and not well done. I don't know how they managed to prepare them perfectly before. Even the fries are not the same quality. I'm sorry to complain online but when your specific special instructions are ignored I don't feel like a valued customer. * I am adding to my review ( for a third time) to state that management did reach out to us just to ask for more details) We've given it another try and food...

I cannot explained how humiliated and belittled I felt after I hung up the phone with a male who claimed to be the general manager of this Whitby location.

We ordered food here, the fries were dried which were dumped into the garbage. Wings were overcooked which again went to the garbage. We called twice to speak to the manager and were told he is on vacation, ON MY 2ND CALL, I was told a note is left on his desk for him to return our call which 2 weeks passed by and he never did. Until I called for the 3rd time. He came on the phone(with an attitude). When I refer to attitude, he NEVER INTRODUCED himself. I had to repeatedly asked his position & name. His tone speaks VOLUME!!! REFUSED TO TELL ME HIS NAME, YET PERSISTENT TO KNOW MINE!!!! Later he mentioned his name in such a mumble tone(Steve or something close to that) . He agreed the fries were dried but yet refused to reimburse us!!!! Have the audacity to tell me the wings would be dried if there is no sauce. He said that, ' WINGS WITH NO SAUCE ARE SUPPOSED TO BE DRIED!!!! THESE WERE OVERCOOKED!!!!

WORST OF ALL, HE REPEATEDLY ARGUING ,SPEAKING OVER ME. I COULD NOT BELIVE IT!! WHEN ASKED FOR REIMBURSEMENT FOR WHAT WAS NOT GOOD, HE BLATANTLY TOLD ME THAT HE WILL NOT REIMBURSE ME!! YET AGRED THE FOOD WAS DRY!!! I HAVE NEVER ONCE RECEIVED SUCH A DISTASTEFUL SERVICE ,ESPECIALLY FROM A GENERAL MANAGER!!! HIS ARROGANCE IS APPALLING!!!

EDITED: Yvonne was very pleasant to talk to. Thank you for taking your time to make us feel appreciated and valued. Your personalities are an example of what a business requires in order to strive for excellent customer service and...

I was pleasantly surprised by my dinner here. We arrived on a Saturday around 5 and the restaurant was almost full. There were only a few tables left and we asked for a low table as we didn't want to sit at a bar top (high table). I am assuming the hostess /waitress that greeted us didn't want us to have a low table as we were a party of two and the low tables were set up for fours. It was loud and I couldn't really hear what she was saying as she was seating us, we went to sit down and she said 'fine, sit anywhere you want' in a surly tone. Once seated she asked what we'd like to drink, I asked what was on tap. She pointed to the bar menu on the table and again in a surly tone said 'have a look in there and I'll give you a couple of minutes'. Thankfully that was the last we saw of her, a more pleasant waitress took over after that. We had the Fish & Chips and the Steak Frites. Overall the dinner was good, the portions were generous and other than my steak being well, well done, rather than the medium I requested, there were no real issues. I would go back to watch a game, the music was loud and combined with the other conversations in the restaurant, it's difficult to carry on a conversation.

Edit:

We returned a second time and our overall experience was much more positive. Our server was awesome and the food was excellent. We...