Eddie Rocket's (Penney's entrance) — Restaurant in South Dublin

Good afternoon! I'm writting to report a supervisor's conduct which I don't believe aligns with any company's guidelines. I was in the Liffey Valley restaurant today (the one by Cosmos) (6/11/21) just before 2pm and right at the door me and my family (fiancée and two kids) were greeted and made to go back out to wait in the rain. We understood these were guidelines so we didn't think much of it. Then when asked for the covid cert, which we promptly provided, a member of your staff asked us for ID. The covid cert itself should be enough proof of vaccination and no ID should've been necessary, but the staff was unprepared with nothing to scan the document. I went through my phone and found ID documents to provide for them. They let us in and I asked to talk to a supervisor about how they should've been more prepared in this situation, because again we were in the rain with two kids going through my phone to find pictures of passports just to get a meal. The supervisor seemed to already be on edge, greeted me and talked me the whole time with a superior, rude, condescending tone. He told me the phone they use to scan covid certs was stolen (?). I told him customers should not be penalised for it and asked to leave and the cert should be enough proof of vaccination. He then told me we chose to eat there so it was what it was and if I was not happy I should go talk to "Leo" (the minister). I'm a waitress too and I understand the job is hard and there's always room for improvement so I was merely asking for that. And in no moment was I ever rude to any of them to deserve such disrespect. I went back to the table. Then after we ordered, the same supervisor (Allan was his name, he would not give me a last name) came to the table to collect the payment before we even got our meal. It was extremely discriminatory. We said we saw no other tables having to pay in advance and he said those were the rules and when we refused to pay, told us we should leave. So again we were sent out to the rain with two kids who couldn't understand what was happening the entire time. Now we got to Five Guys. Were greeted at the door with kindness and let inside with our covid certs as it should've been. I understand being short in staff but honestly don't think Allan should be working with people. Our interaction triggered a panic attack. Never in any establishment have I ever been treated so poorly and made to feel so unwelcome. I would appreciate some feedback from...

Eddies has LOST its way post covid. The once family friendly diner with amazing food and outstanding service has now become an Expensive Chipper with the ability to order and pay at your table (pre-Food) actually even the chipper would charge you when they give you the food. The new menu has seen an increase in burger prices and a decrease in the quality.

My Experience on 23rd April 2022. Waiting in a queue for 14 mins while 7 waiters including the Floor Manager chatting at the Till, with 4 free Booths (already cleaned) and 2 tables yet to be cleaned.

Greeted by our waiter who told us to go to Table 4, while she was getting the menu, as if we knew where table 4 was. She came back to take the order, and told us how we would like to pay, I said Card, she brought over the card machine straight away. (No food, No Drinks yet).

I believe there are no such thing as starter main and dessert anymore in Eddie Rockets as all the food were brought to the table all at once. 1. Burger wrongly put together, the chicken over cooked(hard) not seasoned, the chips undercooked and Chicken wings served without a celery (menu clearly states it comes with) and overcooked (hard to chew), and of course our Dips were forgotten.

The lovely 5 steps service that Eddie used to have, is non existent, there are no upselling, no checking, no cleaning the table or offering dessert. It's more you are now here, why??, You've ordered here is the food, and leave.

I believe expectations should be set right, so similar to going to a McDonald, be prepared to almost have your food serve in a box, be prepared to pay ahead, order everything you need, and eat everything, your starter, your main and side while it gets cold. The difference, you don't need to order at the till, you can do so at the table, you won't need to carry your drink and food from the till to a table, they will bring it for you, you just need to wait in line to be given a table. Out of my standards Eddie's...

They have multiple bold signs up telling you not to come into the restaurant itself without a host prompting you and to stay in a glass box-like entrance. Very off-putting - made us feel like criminals and unwelcome. Burgers were nice but chips weren't fresh so had gone soft and tepid. Food wasn't good enough overall to compensate for the general experience. Lots of other places in Liffey Valley instead

Edit: the company said they'd investigate if I emailed. The investigation involved forwarding my email to the store itself, which was a bit pointless given the store naturally is inclined to like their own policies... The store responded that they're lucky to have the porch as a waiting area and that without clear and direct signage for customers the working area becomes crammed up/immovable. Whilst I can appreciate that it's easier if things don't get clogged up, I don't think 4+ signs (from memory) is necessary for 95% of their customers and just makes it seem like they think all customers are idiots. Also not helped by no staff watching the area so you're left standing there. It's fine if that's the approach that works best for them on balance, just can't then be surprised that some customers don't like it. The cold fries were...