The Rose And Crown — Restaurant in Amber Valley

DEAD SPIDER IN MY CUTLERY

The junior waiting staff were fine and the new girl was polite and courteous, my family appreciated her effort. However, our food was brought out in a piece meal manner and there was signicant gaps between food arriving at our table to the point that I had to go inside and question if they’d forgotten about my food as my family had eaten a significant proportion of their food. The knife and fork tankard (with all our cutlery in) that had been delivered to the table had a dead spider in it. My complaint is two fold really in that the spider obviously shouldn’t have been there, but that attitude of the leaf server was appalling. I asked a younger server to get the lead to come and see me (as I believed that it required the attention of senior staff) and the message was returned that she was too busy to attend. That is very dismissive and very poor service. However, in delivering the food (desert order) I got the attention of the lead server who made a cursory apology and said that it can happen with cutlery kept outside. I told her that it had been brought to the table from inside. She offered and apology but did not follow up afterwards at all. I usually do not complain appreciating that it can be busy, but the manner in which we were treated was extremely poor. I was not looking for any compensation or free anything, after all we are the food and enjoyed it. My intention was to just to bring it to their attention so they could correct the matter and check the remaining cutlery etc for similar issues. The manner of the complaint I have is the dismissive attitude of the lead server who was curt at best, but in my opinion was poor in her individual standards and attitude. The service depends on her lead and it was unacceptable. The lead seems to have forgotten her purpose in being a server and that she could quite freely display a lack of concern for the job she was doing. My complaint only refers to the lead server as the others were doing their best from what I could see. I am quite aware that difficulties can arise if your short of staff or other such problems should occur but this in my opinion steps outside that and the lead server should be held to account for her own poor attitude and poor...

This was our first visit to this Pub. I had organised a birthday meal for my mother. A very long time ago, a relative had run the pub, and we thought it would be fitting to have a birthday meal there (family nostalgia). BIG MISTAKE. We got there and our greeting was that they were understaffed and reeled off menu items they didn’t have, no apologies. 
We were seated (party of 7) our drinks order was taken and we proceeded to wait, and wait. My sister was thirsty so went to the car to get her bottle of water. Eventually after half an hour our drinks arrived. We had been told that someone would take our food order, but again, we waited and waited. In the end we asked someone to take the order but they said they had been drafted in from another pub and they would have to get someone else to take it. We waited and we waited….we decided that we had to take matters into our own hands, and walked to the bar to make the food order, but were advised to return to the table, as it would take longer and someone would take the order now. Surprisingly over an hour after arrival the same lady who couldn’t take our order initially, then took our order. When the food finally arrived we were told that there was a delay on the children’s meals. No one was apologetic or cared and we were aghast at the lack of service which wasn’t what we had planned (we had to opt out of starters and puddings due to the ridiculous slow service). I walked around to witness all but 3 tables with food. We had obviously been left til last even though we were some of the first to arrive and booked an early time with the children in mind. Casual attitude of staff who were stood talking in groups. Nonchalant attitude to poor service, unprofessional. Will never return here again. The birthday meal was ruined. Food was dismal & tasteless. Such a disappointing experience and other diners were complaining over slow service too. I knew broccoli wasn’t available but there was no stuffing on the Turkey...

I recently visited your establishment with a friend to celebrate their birthday. While the food was delicious, I was disappointed by the refusal of your bar staff to serve us after we had finished our meal and paid the bill.

Although we may have been somewhat boisterous, we were never disrespectful and were simply enjoying ourselves. I would appreciate it if you could look into this matter and ensure that such incidents do not occur in the future..

EDIT After owners reply

I appreciate your request for us to lower our voices, which we did. We may have sung happy birthday after that, which admittedly was loud, but it is customary to sing birthday songs and people usually react positively to them.

Additionally, the group was separated because your establishment could not accommodate 13 people at one table. I was not the organizer of the event, but I believe you should have informed the group of this limitation in advance. This inconvenience naturally led to us speaking louder in order to communicate with each other.

One member of our group was specifically informed that there was no more Jamerson available, after initially being told that there was another bottle.

Regarding the language used by our group, we apologize for any offense caused. However, there were no children or other guests in the immediate vicinity who could have been affected by our conversation.

I would like to emphasize that the male server demonstrated exceptional professionalism and composure in serving our group. He effectively managed a challenging individual within our group with remarkable attitude. Both the chef and he are valuable assets to your establishment.

Finally I'd like to apologise for our excitement, Showing expressions of Joy and if there is a next time we visit the establishment I will make sure to sit with my finger on my lips as I was told in...