Old Gate Bar & Restaurant — Restaurant in Calderdale

Follow-up on Google Review

Dear Sam

Thank you for taking the time to respond to my Google review. I appreciate your effort to address the issues I raised.

Unfortunately, I am unable to reply directly to your response on Google. Therefore, I am reaching out to provide further clarification.

Because I had high expectations for the steak, I was already very disappointed when I received an overcooked steak. I didn’t need to cut it open to see it was overcooked; it was obvious from the surface, so I immediately raised the issue with the first waitress before even taking a bite. She explained that it was the steak I had ordered. I was confused because I had never seen an overcooked steak being served to a customer before. The second lady also came over to explain the steak situation, but I didn’t clearly hear her say that she could replace it with another dish. I don’t know what she told you afterward, but at the time, I did not receive any arrangement for a replacement dish or a cancellation of the meal.

Furthermore, you mentioned that we paid the bill quickly? Sorry, but from the main course being served to us to our leaving, at least 20 minutes had passed, during which I did not touch the food at all. If you really intended to take further action, those 20 minutes should have been more than enough, right? My partner even rested for a while after finishing his meal before we asked for the bill. When paying, I again told your staff that I couldn’t eat the steak because it was too tough. The lady’s attitude was indifferent, and she said nothing, so I didn’t bother to continue. When even your frontline staff have such an attitude, what more can I say? Seeing the bill, I felt it was outrageous to pay £19 for this steak. I only had the starter that day and nothing else, so I ate the chips to not feel completely ripped off. After paying, I went to the toilet, and during that time, you made no effort to address the situation—not even a sorry or anything else. This is the “service” I “enjoyed” at your restaurant. Of course, your staff wouldn’t mention anything that incriminates themselves, so I am just recounting the facts of what I experienced and heard that day.

Although you mentioned you wanted to take further action, you didn’t follow through.

I remember clearly everyone who served us that day: the first girl who took our order, the second girl who brought us the food (the first person I raised the issue with), the third lady who explained the dish again but did not mention a replacement; otherwise, I would have accepted it immediately, and the fourth lady, whom I was most unhappy with (the one who handled the bill). I mentioned the steak issue to her again, and she showed complete indifference and said nothing.

I’m being so harsh because, despite the okay starters, my experience and mood were completely ruined by the steak, which tainted the entire experience. It takes a long time to build a good reputation, but one bad incident can destroy all the previous efforts.

I will not be returning to try any more dishes. We drove over an hour to get there, only to have such an experience. It was certainly a unique one.

Thank...

Someone recommended this restaurant to me, so we decided to have lunch there. My partner and I both ordered the 2-course set lunch. I chose calamari for the starter and steak frites for the main course. As a steak lover who has had steak frites many times at other restaurants, I figured there wouldn't be any issues since most places can make a decent steak. The 2-course set costs £22, with an additional £2 for the steak frites. My partner ordered pork belly for the starter and chicken for the main course.

We both thought the starters were fine. After a while, the main courses arrived. My partner's chicken looked good, but when my steak frites arrived, I was stunned. I couldn't believe what I saw in front of me was supposed to be steak frites. When the staff brought it over, I was speechless because it was clearly overcooked. I thought they must have made a mistake, so I double-checked that I had ordered steak frites. The staff confirmed that this was what I ordered. I pointed out that the steak was completely overcooked and that I had ordered a sirloin. She insisted that this was it and explained that the steak was pan-fried.

Alright, I cook steaks often and order them at restaurants regularly, so I know what I ordered. She even showed me the menu again. I was extremely frustrated because what they served me was not steak but more like chewy gum. It was harder to chew than gum, and to protect my teeth, I gave up after the first bite. Soon after, another lady approached and asked if there was an issue with my dish. I explained that the steak was overcooked. She showed me the menu again, stating that this was what I ordered. So? I know what I ordered, but I didn't order chewy gum.

Neither the first nor the second lady offered to replace my dish or make me a new one. They both just reiterated that I ordered steak frites. Yes, they were right, but this was the worst steak I have ever had in a restaurant. They explained that they used a thin steak, but even a thin steak shouldn’t be served like this. When I saw the bill, I was shocked that this chewy steak cost £19. OMG, even at Miller & Carter, a set lunch is £19.99, and it's a thick steak that isn't like bubble gum. Honestly, their thin steak was far worse than an £8 steak from M&S. Oh sorry, I should compare it to Aldi's cheapest thin steak. Yes, their steak frites were worse than Aldi’s cheapest steak.

Even though I was hungry, I couldn't eat it. I ended up only eating the fries. To be honest, my partner said his chicken was good, but if you dine at this restaurant, absolutely do not order the steak frites. This was the worst steak frites I’ve ever had at a restaurant. Once is enough; there won’t be a second time.

Hebden Bridge would have given me a nice experience if I hadn’t had lunch...

Local review so could possibly be seen as biased. However, it isn't, I assure you! We go to Old Gate for food several times a year. I'm not good with crowded places, or people in general, and Old Gate is very popular for locals and tourists alike, so can be really busy at times. However, being local means we have a good idea of busy times against quiet and can pick our moments. The staff are always pleasant although often run of their little feet during particular times such as celebratory days or Sundays. Evening meals can be a little hit and miss - again, dependent on how busy it is, but it's always freshly cooked and is often down to personal preference rather than a bad meal. That said, the breakfasts are to die for!! Never had one I haven't finished, always enjoyed, any company I've been in has mentioned the quality and taste, to top it off the price is the best in town, they haven't put costs up to silly levels like everyone else so it's a really nice treat. For those that don't mind the crowds, Old Gate is the perfect spot to meet friends or family. Downstairs is a sizable area with comfortable seating, 2 wood burning fires, 1 at either end, and a VERY busy bar with plenty of options to choose from. You are able to est downstairs if you wish too during less busy times and they also do some lovely bar snacks foods. There is a seating area outside with a separate undercover area, but it can be hard to find a spot that isn't taken due to the size of it and, unfortunately, no space to expand. The restaurant is located upstairs and is quite open plan with beautiful, vibrant colours that give it a very bohemian feel. All in all a big...