We went for Mother’s Day. It seemed busy when we arrived which was expected. Unfortunately, service was running behind due to late arrivals from the previous sitting, completely understandable.
From when we were seated at the table, this is where things started to go downhill. We waited around 20-30mins for our preordered starters. When they arrived, we asked for cutlery to be able to eat them. There was no check in from the staff if the food was okay, or so we could order more drinks. The portions and taste of the starters were great! Eventually someone came to take our plates and we ordered another drink.
We then waited for another 30mins as we thought the main was being brought out to us. During this time 3 tables had left due to the lack of service, the restaurant and pub was quietening down as there were 5 empty tables around us and space in the bar. I asked a member of staff when the mains were coming out, to then find out it was a carvery and we could go up when we wanted. This was not explained to us when we booked or when we were seated at the table. We asked for some cutlery for the table and then went for the carvery. The carvery had a good selection. When back at the table there was nothing for us to eat with, we waited patiently for around 5 mins before we saw another member of staff to ask. They said they’d get them for us, but never appeared. So my mother in law had to get up to find some, at this point our food was getting cold. Again, nobody came to check that everything was okay or ask if we needed more drinks.
When we had finished our food, the front of house manager approached us and asked if we could vacate the table and have our deserts in the bar area as they needed the table. We had only been at the table for around an hour and half, if that. My family and I were not happy with this and politely declined and asked to stay at the table. We were asked again to move to the bar area, I explained that we were out celebrating Mother’s Day like everyone else and it wasn’t fair on my mother in law. We said how poor the service had been and just wanted to finish our meal. The FOH manager didn’t budge, so we agreed to leave, but without eating our deserts.
When we arrived at the till the we were met by an unhappy looking member of staff (we now know is the ex manager). We explained what had happened and that we were leaving without finishing our set meals and poor service. The woman rolled her eyes, typed on the till and put the receipt on the counter and said I can give you 10% off and your deposit back. I explained the receipt to her, that the deposit had already been off so having £9.95 off of a terrible Mother’s Day experience and 4 of us not having desert isn’t good enough especially when deserts are usually £5.95 on a normal day. The woman then tutted rolled her eyes again, typed on the till again and slapped the receipt on the bar saying well that’s all you’re getting and gave us £19.95 off instead. We paid the bill, and explained about the poor service from staff. She muttered something under her breath and walked away. Shocking behaviour! Especially when I confronted her about this.
As we were leaving, I spoke to the FOH manager about the woman’s attitude and disgust in the service.
We will not be returning! Which is a shame as we live around the corner from the venue and it had been doing well.
I know that we are not the only family today to have the terrible experience! Shame on you...
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