Poor Service at Beefeater Longbridge

Regarding my recent experience at the Beefeater Longbridge, Birmingham, on Saturday, 6th October. My wife and I visited the restaurant following an overnight stay at the Premier Inn, and while we were initially impressed with the surroundings, our overall experience was quite disappointing.

Upon arrival, although the restaurant was only around 35% full and appeared to be well-staffed, we had to wait several minutes to be seated, despite trying to catch the attention of the staff multiple times. Once seated, we waited another 15 minutes for someone to take our order.

After placing our order, we had to wait an additional 15-20 minutes for the food to arrive. Unfortunately, when it did, the order was incorrect. Some items were overcooked, and we overheard other diners expressing similar concerns. The server who delivered the food realized something was missing and said they would bring it over, but by the time it arrived, we had already finished most of our meal. Even then, the order was still incorrect.

Additionally, the waitress who took our order seemed aware that she had made a mistake but did not apologize. When it came time to pay, she struggled with the till and directed us to pay at the bar, which felt rude. The manager processed our bill without asking if we were satisfied and did not make eye contact, further contributing to the lackluster service.

While it's clear that Beefeater has invested a considerable amount in the Longbridge site, the staff are undermining that investment with poor customer service. Mistakes happen, but basic courtesy and attention to detail should be standard. Unfortunately, this visit was the worst breakfast experience we’ve had at any Beefeater, solely due to the service.

Given the circumstances, I would appreciate a complimentary breakfast to make up for our disappointing experience.