Cosy Club — Restaurant in Castle

Absolutely disgraceful attitude from the supervisor yesterday. My partner and a friend of ours went in for some drinks in the afternoon. My partner is unable to have alcohol for a medical reason. He ordered a 0% pink grapefruit gin and the waitress mistakenly ordered the normal gin on the menu. A different server came over with the drinks and we asked her again if it was the 0% gin which she confirmed it was but obviously couldn't be bothered to check. When we got the bill we queried with our original waitress why we'd been charged for the alcoholic version. In fairness to her, mistakes happen and she was incredibly apologetic, owned up immediately, clarified it was the alcoholic version she had put through the till, and went to get her supervisor.

The supervisor came over and proceeded to try and blame us for the mistake as we'd asked for the 0% pink gin which she explained they didn't offer, and the servers mostly know it as the Pentire seaweed 0%. When we clarified that we had asked the server to confirm it was a 0% and we were concerned due to a medical issue, she said "I'm sorry you're upset" but still didn't take any accountability. Our original waitress was far more apologetic and professional than the supervisor.

Whilst we understand that mistakes happen, considering we had tried to confirm our order twice, we consider it completely unacceptable that the supervisor did not take responsibility for her teams actions, and belittled us for a legitimate medical issue. Having both worked in hospitality previously we do understand that there can be communication issues and basic mistakes, but trying to pass blame on to a customer is beyond the pale. Our service charge and charge for the drink was removed but we do feel this is insufficient considering the supervisors attitude, and we were made to feel like it was our fault. This was especially upsetting as my partner was previously hospitalised after having alcohol and we had to monitor him for the remainder of the day.

Safe to say we will not be back to any of the cosy club venues and I recommend anyone with any dietary requirements to be extra vigilant if you...

I visited the Cosy Club Cardiff, just outside St David’s shopping centre, today to celebrate my daughter’s 20th birthday and was really upset by the incredibly poor attitude of the staff. I had noted on the booking that we were celebrating my daughter’s birthday, so hoped the staff would acknowledge this, however no-one did. We arrived and made eye contact with the gentleman in charge of seating, he saw us but ignored us and left us waiting until the queue had built up behind us. He didn’t smile or say hello, just looked at us and said how many? I explained I had booked a table, he looked at the screen then took us to our table. I commented then to my partner how unwelcoming he was. The gentlemen who served us asked my daughter for ID when she ordered an alcoholic drink, which was understandable and absolutely fine. However he didn’t acknowledge it was the same date as her birthday on her ID, so I pointed it out making a joke and he just carried on asking for our order, absolutely no engagement with us. During the time we were there 4 people came to the table either bringing food or drink, whilst my daughter was opening her presents, but not one of them commented or said happy birthday. They forgot our drink order so we had to ask again, they didn’t have the smoothie I wanted but just stood and stared at me without offering an alternative, and they forgot my partners order of a second coffee. Any staff we had contact with were low energy and unsmiling, leaving us feeling totally unseen and unimportant. This was a special day for my daughter and we left as soon as we could because it was such an unpleasant experience. I have visited other Cosy Clubs, including the one in Coventry several times as it’s near my son’s uni, and had really positive experiences so I had high hopes when I picked this to celebrate today. I work in customer service myself and understand that shifts can be busy and know the challenges that can arise, but this blatant refusal to smile or be interested in your customers is not acceptable and extremely...

Shabby Chic? No, just shabby.Poor service, bland food and filthy toilets. Not going back.

Visited Saturday 3/8/18 for lunch with friends and my wife. Restaurant was less than 50% full. We ordered lunch for 8 adults and 1 child but waited nearly an hour for any of these to come. I had the croque monsieur, halloumi fries and chicken strips while my wife had the eggs benedict, and bacon bites.

The food was largely bland, and in the case of the egg, undercooked and runny. The halloumi sticks, the fries, the toastie, even the chicken strips were well cooked but totally bland and lacking in any flavour. The unidentifiable sauce that accompanied the chicken strips was bitter and unpleasant but the caramelised red onion jam with the halloumi sticks was tasty. The toastie was good value for £7 and would be good for a brunch, if it did not take forever to come and lack flavour. Two pepper mills on various tables were broken and did not dispense pepper. When the waitress came over to ask if everything was ok, she appeared, asked and then flew off before we could let her know. The worst part of the experience was going to the men's toilet at roughly 4pm. Upon entering the stall I found used toilet paper littering the floor and urine covering the seat. I would have used another stall but one was locked and appeared out of order. I had to clean it myself for fear that the next user may have thought this was my mess. When I went to clean my hands, the soap dispenser was empty. I checked the cleaning rota (dated that day) and it had not been inspected since 12pm. When I brought this up with our waitress, she refuted my claim that it had not been cleaned since 12pm but said she would do it straight away. No apology was forthcoming.

This was not the first bad experience here. It used to be good before the menus changed but now all it serves is mid-price...