Wheatsheaf — Restaurant in Canterbury

Went for lunch table of 5 and a baby. Waitress recommended getting the Greene King app, tried this all signed in. The first problem was drinks, not all on the app, and some dishes as well. So when I asked behind the bar, the lady said there was an issue with drinks going to the machine in the bar. So we placed our order at the till. I ordered the older person's menu, three items etc Only the dessert I wanted was not available, so I only had 2 tomato soups and scampi. The mixed grill was ok except the chicken piece was rock hard and only warm. The lasagne again was only warm. The hunter's chicken was small and again dry and hard to cut See pictures of the left pieces as inedible. The steak and ale pie failed to arrive, so this was hot but 14 minutes late. Time for dessert tried the app also didn't work, I will try again hoping for hotter food, which will be returned and also any food issues, which I don't normally do.

Fairly busy, table for 2 this time. Went to the bar to order a bit of a queue only one serving, so I thought I would try the app again as I cannot stand for long. App issues so back to the till. Ordered chicken sliders, cheesy garlic bread, scampi, and onion rings. Drinks one tea and one Latte Sorry I can not make coffee today, so I had tea. I made an error when ordering the chicken sliders. I said the other chicken on the small plates after paying, so I went back he said, "No worries, he would change the order." Little wait for food. The sliders came first these were only lukewarm. The rest of the order followed a couple of minutes later. All the hot food was a lot better this time.

Very quiet, came for lunch and to charge the electric car. I had from the seniors' menu. Tomato soup with bread and butter, half-size fish, chips & mushy peas, jam roll poly and custard to finish. The other order was gammon steak, pineapple, peas, fried egg & chips followed by a Lava cookie & ice cream. Sister had a pint of Coke with ice, and I ordered an extra hot latte. When the server went to do the latte it said cleaning cycle needs doing. She said it would be 10 minutes well after I had eaten my soup I reminded the waitress about my latte when she brought the mains. After I finished my fish and chips the latte turned up, she apologised and said go to the counter to get a refund. I went to the counter to order the lava cookie and got a refund for the coffee. The food...

So disappointing, having been here before a few months back and the service was great, I was expecting the same but visited here with my 8 year old daughter this evening (21/08/2023) and it was atrocious.

Firstly, we were not greeted when we arrived so I walked further into the restaurant area and waited. A female staff member exited the kitchen and I asked if they had a table for 2 and if possible outside, she continued straight passed me and mumbled something as she walked away. We seated ourselves in the end at a free table, which there were more than 50% available at the time of arrival.

There was a table with glasses on that was not cleared for the duration of our time there (1 hour 10 mins).

I ordered using the app; two main meals, both with drinks and puddings. We waited 30 minutes for our drinks and food to arrive and eventually our food was delivered by a male staff member, I asked whether our drinks were coming, to which he asked if I'd ordered with the app and I said "yes" and he said he'd bring them shortly.

When he disappeared to get them, I took a chip to find it was cold and then realised we didn't have any cutlery so went to look for some. Upon finding none I bumped into the male staff member who was supposed to be bringing our drinks but instead was cleaning a customers table and asked if we could have cutlery. These were brought out a minute or two later along with our drinks and my wine bought in a pint glass to which he apologised and said they had no wine glasses. Also their napkins were nose tissues!!!

After finishing our food we waited for our plates to be collected and also for our pudding but nothing arrived by the time we'd been there for an hour. I went inside to complain and get a refund for our puddings and spoke to the original member of staff who'd mumbled at me and said I wanted a refund and explained how bad the service had been, to which she almost robotically said they were busy, to which I explained that there was hardly anyone here when we first arrived and really there still wasn't at that point either. She had a very blahsay attitude and it was obviously she'd signed off. I got my refund and left and will not be returning.

Maybe it's just me but I expect far better customer service than this but it's seems very few places these days are able to give quality customer care that used to be given when I worked in a customer facing...

Awful customer service and I haven’t even been to eat - for my 21st birthday I booked a meal over a month in advance with a large table of 20, I booked the lady on the phone said it’s all booking in for you see you then. A week before my meal I called to confirm when another lady said I’m not near the diary it’s down stairs I will call you back in half an hour when I go down stairs to confirm for you, which I said was okay even though I called to get an answer, and not to be waiting just because she didn’t want to go downstairs! But half an hours went past a no call, after another hour I had to leave so came home to an answer message then saying I had to put a deposit down which is fine, so I called up to put a deposit down over the phone and I am quite a way away from the pub to just pop in, after calling numerous times I got hold of a man who was on the phone to me trying to get me to pay which I kept explaining and asking for any other alternative to pay over the phone, fax, internet banking, anything where eventually he remembered I could pay on the website, send of a big group application he would confirm it and I could pay it straight away! So again I hung up and started to do an online booking where I sent off the application and I didn’t get a response at all, ( bare in mind this man said it needs to be paid as soon as possible to make sure I didn’t get my table taken away) so I was against the clock with trying to get my table as they wouldn’t keep it reserved until I got to pay it was who ever paid got it! So today I called and a lady said she will get the gentleman to get online send over the confirmation of my booking so I can pay, but gain didn’t get anything through! I have just managed to book somewhere else for a meal there, and called to cancel my booking after 3 try’s of being ignored I then got an answer from a women who then told me to “wait” as she proceeded to take other peoples orders, and then forgot I was on the phone and started talking to her co workers I was left of the phone listening to her talking for just under 10 minutes, so I hung up and will never even attempt there again... extremely frustrating and neither will the group who were going to come with me, and I will...