Lobster Smack — Restaurant in Castle Point

I visit thus place whenever I am down here and until the other day have had no issues re staff. However, I feel I need to raise an issue which has made me want to find another establishment to relax. I was enjoying a pint outside and had to take an important call. I walked into the car park and left my almost full pint on the table and my back pack under the table. When I returned approx 20 mins later, my drink had gone, but back pack still there. I walked to the bar and when I explained the above, I was treated with hostility by bar maid Natalie. She was adamant that no member of staff had removed my drink and refused to provide another. At this point I asked to speak to the manager and she supported what the bar maid was saying. I went outside and saw there was CCTV next to where I was sitting and when I returned back inside to inform Natalie and the manager that it would clearly show that a member of the public had not taken my pint, another member of staff apologiesd as she heard me asking Natalie and the manager to check the CCTV, and told me she had taken my drink. The manager then told Natalie to pour me another drink and she did, with the face of a bulldog chewing a wasp! The customer service skills from the barmaid and female manager were appalling and a few people who had witnessed the way I was spoken to, shared my feelings outside. This is not just an issue over a pint of beer, it is to highlight the unacceptable and rude way I was dealt with. I hope the main manager will provide customer relations training to Natalie and the...

Family Xmas meal. My husbands scampi was served cold/raw in the middle. Notified staff, meal was taken back. Other people on our table had all finished their meals by the time my husband got his meal back. None of the food tasted great but I realise it's just "pub grub" but I still don't expect raw food. I then went to pay the bill, I nievely assumed the scampi would of been taken off our bill. Or maybe the kids dessert, or a drink as a goodwill gesture. But no, it wasn't. I asked the young man at the till take the scampi off the bill - he then called the manager. I refuse to refer him to a manager- he was the most rude man. He said as he rectified the scampi( threw it back in fryer) I must still pay for the scampi. He spoke to me with such anger. I have worked in catering for many years and as a family we eat out regularly, I have a good understanding of the restaurant trade and customer service. Never have I dealt with such a rude man. I chose not to carry the argument on for the sake of £15. I paid the bill and asked for his name. To that he waved his finger and said no way I'm giving you my name. I can describe him pretty well.. He had a long beard sectioned with hair bands. It's a shame as all the other staff were pleasant. I hate to leave this bad review, if the meal was taken off the bill I would of felt that it was sorted on the evening. I'm aware mistakes are made and I do believe it should of been sorted there and then. We will not be returning. Note to others - check your scampi and stay away from the...

Our experience was one not to be repeated. We went for a family birthday 7 adults and 5 children we ordered the food and was sitting outside so the children could use the play area. Unfortunately the nine year old had an accident and had to be taken to hospital we cancelled the meals that we had ordered so 3 adult meals and a child’s meal were cancelled. We said we would pay for what was being prepared. 30 minutes later our food arrived minus my sons family meals. When my grandson had the accident the waitress came over and gave us some wet serviettes the manager did not come over at all, my grandson had to have his head glued as it was a deep cut to his forehead. The food was not nice at all most of it went back untouched. We asked for the bill I we were fully charged and it was over £200, things on the menu that were part of the set menu we found afterwards were charged for individually and the grandson who was taken to hospital was even charged for the desert which was cancelled . We were overcharged by £23.00 for set menu food that was charged for individually. Despite emails sent they were totally ignored by the pub I resent them twice with the same response. Unfortunately I can’t recommend this pub at all total lack of concern and empathy. Not a good evening at all we do not blame the pub for my grandsons accident at all but their total lack of concern and help was...