Falco Lounge — Restaurant in Barnsley

Arrived on Sunday night at about 9pm. It was very quiet but that's to be expected given it was a Sunday night. I approached the bar to order some drinks and was served by a female member of staff. I'd noticed there were milkshakes on the menu so asked of they were a pain to make as I was concious that it might be a be messy to make. The member of staff said that they were, not wanting to put her out I ordered 4 cocktails and got myself a lemonade, as I was the designated driver for the night. There was a young male member of staff helping make the drinks who made polite conversation and was really friendly. I noticed that he looked pretty shocked at how unfriendly his colleague was being. We then ordered some Tapas plates on the app and I went to the bar and asked politely if I could borrow a wine glass - the same female member of staff looked at me, didn't say anything for a while and then said "why?" I explained ai wanted to show the people I was with a trick with the wine glass and assured her I'd be careful with it. She reluctantly passed me a glass and then proceeded to say "they are expensive so don't break it" I was pretty shocked again at how rude she was being. I borrowed the glass and then returned the glass to the bar - I explained I'd returned it undamaged, as I said I would. The female member of staff then huffed and said "yes, but now I'll have to wash it". Given that we had spent over £100 in the 30 minutes we were there, I thought was a really misplaced and flippant comment. I went to move my car and notice the male member of staff standing outside with some of the kitchen staff. I mentioned to him that his colleagues attitude towards customer was disgusting - he said I wasn't the first person to say that to him. He said that it had shocked him when I'd asked about the milkshakes and said that if he was serving he wouldn't dream of telling someone that a drink was inconvenient to make. In fact, he said "if you ask for a milkshake, you get a milkshake, it doesn't matter to me if I have to clean up afterwards". We chatted for a minute and I thanked him for being lovely, I also said that it can't be very nice working with her. He then explained that the female member of staff was one of his managers. I asked if I could leave some feedback and he pointed me in the direction of the QR code. I can only imagine that the way she feels it appropriate to talk to customers is also reflected in the way that she speaks to members of her team. We were thinking of staying for another drink after we had eaten, but the service we'd received put us off! The food was absolutely delicious but the service provided by the manager left a sour taste in our mouths to say the least! I work in retail management myself and make a concious effort to be courteous, considerate and kind as I know how awful some customers can be. Promote the younger lad and some customer service training for the female manager wouldn't go amiss. I very rarely leave negative reviews but I was so shocked at the experience I thought it necessary in this...

Original review 2019: We visit Falco a lot and it’s always a lovely experience. The coffee is really good but the homemade drinks are also delicious if you don’t want alcohol. As for the food, I’m probably boring the staff because I say the same things every time: delicious, really good, so nice. But there is nothing I’ve tried on the menu that hasn’t been lovely. I love the fact that there’s a very varied menu and there’s definitely something there whether you want breakfast, lunch, dinner or just a cheeky cake.

Now to the staff... They are brilliant. Always a smile, always time for you if you need help or have questions, and nothing is ever too much trouble. I joke that it’s like arriving at a family house because it’s warm and welcoming, a true home away from home.

If a mistake has been made - and it happens rarely, maybe two tiny mistakes in dozens of visits - it is always corrected immediately. In fact, once they picked up the mistakes before we did.

The restaurant itself is also set up very well. Not squeezing round tables here or having to figure other ways round. It’s easy to navigate round and there’s plenty of room. Need some help getting under the table - a chair moving etc - and they are there before you even have to ask.

EDIT 10/2021: Unfortunately, since reopening post-pandemic, it isn't as easy for me to visit Falco. There is now only one table in the top section (there used to be four) that is usable for me as a wheelchair user. Often I have to go to the lower tier. Unfortunately, because the lower tier and upper tier are separated by steps, that makes it impossible for me to get to the toilets without leaving the building and going back in. Not too bad in the good weather but it's going to be a bit of a pain putting on my hat and coat just to get to the toilet when the weather turns, particularly as someone has to come with me.

EDIT 02/2022: Unfortunately over three months on nothing has changed regarding the seating even though I've been told twice that it is being looked into. Today I went in and there were three wheelchair users on the top section but only one table suitable for sitting to eat at even now. One gentleman had to share our table which we didn't mind but it wouldn't have been necessary at all under the old set up. A real shame for a restaurant that could easily be made more accessible (and...

Currently at the restaurant whilst writing this review. I must admit me and my partner arrived late last night we were told that we had 13 minutes left to order food if we wanted to choose a table and hurry to the bar. Unfortunately for us we were told not long after that the kitchen had already stopped serving food. As we were about to leave we we’re offered a free drink and a heart felt apology which was very kind, we kindly declined the gesture as we’d had a busy day and for us arriving late was nobody else’s fault. We have arrived back tonight because I was really looking forward to trying the menu. I ordered the steak frites which was served with fries and “wild rocket and Parmesan salad” unfortunately for me the wild rocket salad had tasted like it had been sat in vinegar and then served to me. There were no other options for sauces other than mayonnaise or ketchup etc I would have loved my steak served with peppercorn sauce but other than that no other complaints it was very nice and the portion was to perfection! My partner ordered the cheeseburger without salad and burger sauce etc he had no complaints and said the burger was very nice and enjoyable he did mention that the fries were a little too salty for his liking but other than that the meal was lovely. Now onto dessert Thankyou very much! Atmosphere is quite loud but I don’t expect any less for a Saturday night!

UPDATE- dessert was absolutely gorgeous I don’t normally eat a chocolate brownie due to the fact they’re too sweet etc but This was something else! Towards the end of our night we were approached and informed that our previous situation had been resolved and we were yet again offered a free drink. I really appreciate the kind gesture these lovely staff members have offered towards me and my partner we love the restaurant and how respectful these staff members are towards their customers. We will definitely be back again....