Grounded Redfield — Restaurant in Bristol

I have been coming to Grounded for more than 5 years. Always been very happy with everything. Until yesterday! I have eaten there before, but first time yesterday since I became vegan. I ordered hummus and bread which I was told is serve after 4pm. So I asked the staff what vegan option they can do for me, and I was told, " nothing, vegan is very difficult". I asked them again, so there is nothing you can do for me? And their reply was again " nothing". That is unacceptable!!!! I have worked in the hospitality industry almost 20 years, and I know how it works. Surely they could have given me hummus and bread, even if it was before 4pm. It is a hummus, which I am sure is already made up in the fridge anyway!!!! Their staff should have gone and checked with the chef, if there was anything they could do, but they were extremely unhelpful. Did not offer me anything. Even their falafel burgers might be vegan, but they did not even offer to check those with the chef. I was, and still am, absolutely disgusted by their behaviour. What kind of customer service is that????? Of course I did not order anything, just a coke, but I went to Tesco next door, bought their falafels and ate them in Grounded. I do like Grounded, the place is nice and food as well, but after my last visit, I will NOT come back, that is for sure. Their staff and extreme lack of of customer service put me off for ever. Their staff should learn how to treat their customers...

I visited this morning for an early lunch. Firstly we were given no welcome and no instructions regarding how to order or what your procedure was, having asked for myself we took a seat. The waitress then proceeded to take orders from other tables, she could have done the same for us as it was very quiet when we arrived. That aside, when our food arrived my meal was so horrible I couldn’t eat it. When it was returned to the man at the bar he didn’t acknowledge me let alone take any notice of the fact I was returning a meal. No apology, no offer of a fresh meal. No body came to our table to address the issue or show any customer service what so ever, the man, Ben I believe is his name. Shouted at every customer who entered “no tables free!” Before they’d even asked or enquired, one group he barked at were a booking which he’d know if he gave anyone a chance to speak before giving them their marching orders. Again, no service. I had to explain to the family how to order and where to find the menu online. Before we left I approached Ben who was at the bar to ask for a refund as no one had dealt with the issue when my food was sent back. He was rude and abrupt. Took no responsibility for anything. As someone who works in hospitality management I can honestly say that there was zero hospitality given! Will not...

Rude manager! I called up during the week to reserve a table for 2 on Sat at 1pm and was told they don't reserve tables anymore due to no shows (website says otherwise). Eventually i was advised to phone up on the day, 2 hours prior to my booking request and they may reserve a table. I managed to get through at 12 noon, only to be told this was too early and to phone 15 minutes before i wanted my table. I explained this was unreasonable (she clearly doesn't understand that people have to plan and travel), and begrudgingly agreed to book us a table. On arrival our table was at the window bar, sitting side by side. I asked if we can move to a table instead as there were 4 empty ones, at which point she started shouting loudly that she'd had to turn people away to book our window seat (clearly not true) and she will never book another table again. Highly unprofessional and embarrassing. Suffice to say we left and went to the Lock Up opposite where the waitress was super friendly and it had a much nicer atmosphere. The manager was clearly very stressed and would benefit from customer service training as I know I'm not the only one who has experienced her poor...