The Highfield Restaurant — Restaurant in Chorley

The Highfield's Dramatic Decline in Customer Service

What on earth has happened at the Highfield? People are telling the truth. Why won't you listen? Or, at the very least, have the decency to acknowledge or even engage with a reply.

Once a cherished spot for our family of three, we were left reeling from our latest visit, which prompted me to update my review.

Something drastic has changed – could it be new management or ownership?

We’ve frequented this establishment for years, but this recent experience was nothing short of appalling. I can't help but wonder if anyone else has noticed the dramatic dip in quality?

Our visit started as usual, choosing our favourite seating arrangement. I went up to the bar to place our order, unaware of the shocking behaviour I was about to witness.

Standing behind the bar was a staff member named Bonnie.

From the moment I approached, she was barking orders at other employees in an uncomfortably loud, condescending, and rude manner. I’ve worked in hospitality myself and have never seen such behaviour.

An older lady stood ahead of me, patiently waiting, but Bonnie soon turned her hostile attention to her. What followed was simply disgraceful. Bonnie loudly and abrasively stated, "No, you're not getting your discount with that voucher," in such a rude way that the poor woman was visibly mortified. With her head down, she paid and walked out of the pub, likely never to return.

Next, it was my turn to face Bonnie’s wrath. Trying to maintain some politeness, I greeted her with a simple "good evening," only to be met with a chilling response: "No, not really," she replied aggressively. Taken aback, I attempted to order our food and drinks, but to my utter shock, she flatly refused, saying "NO."

A gentleman behind me, clearly astonished by the exchange, asked Bonnie to repeat what she had said. Her response? A flippant, "Ha ha, I was only messing." But it didn’t feel like a joke. The embarrassment was overwhelming, and without hesitation, I left the establishment with my family in tow.

To say I am disappointed is an understatement.

The Highfield used to be a warm, welcoming place for families, but with this new development, it’s lost all its charm. We won’t be returning, and I doubt anyone else would after such an experience.

I’ve downgraded my previous 5-star rating to a meagre 1-star. You might have better luck, but based on this dreadful encounter, I would urge others to think twice...

We booked a reservation for 8 people online Having recently moved to the area from South East England we are keen to find places that suit our family When we arrived we was late due to road works and the assistant manager Bonnie was very welcoming and understanding upon arrival the venue look very clean tidy and well maintained good first impressions It was then explained that there was staff shortages in the kitchen and the menu was reduced down it was explained in a very calm professional manner and due to the circumstances we was happy to have a look at what was on offer and then make a choice (it's not their fault) so we chose to order and make the most of what was available to us as this was out first visit here Chef Nat was prewarned of our large order being placed so she didn't have a heart attack when the order went through We placed our order and we waited my 3 younger children were happy to go off and play in the indoor play area and us adults entertained ourselves chatting soon Bonnie came to double check our order and we was informed Nat was working on our order then and wouldn't be much longer We didn't wait long before the food started to arrive and wow it smells amazing Bonnie and Oscar waited our table bring our food and sauces etc very polite Nat even offered us a side of onion ring too for being patient and understanding was a very nice gesture and went down well with the men Steaks were cooked perfectly to our order too kids enjoyed their burgers food was lovely hot fresh and well presented Yaz and Robin took our orders at the bar of drinks and food and more drinks Overall we can not thank the staff enough for a great dining experience this evening despite the situation they was all in managed to catch chef Nat to thank her personally too Ladies and Oscar you have done the business proud tonight thanks again can't wait to come back again soon I will be recommending this establishment to...

This review is based on the service only as we did not get to order food or drinks...

We made the 30 minute journey here as my 6 year old had got good results on a recent test in school so we said we will take her out for her tea as a treat. Upon arriving, we found a seat with our baby daughter and asked a member of staff if the indoor play area was open, she told us it was but closed at 8pm (in 20 minutes time) but my 6 year old daughter could go in for 20 minutes. Myself and my partner grabbed a menu each to pick out our food only then to be told that an adult had to be present in the play area whilst my daughter played. I told my partner I would sort out the food once I was back.

Upon arriving back at the table 20 minutes later, we looked over the menu for 5 minutes whilst being passed by staff going in and out of the kitchen, even waving and cooing at our 1 year old. The manager then came over to us and asked if we was ordering food as the kitchen shut at 8pm... she said the app will still let us order but everything is turned off so we cannot have any food. We was very disappointed seeing as we had spoke to staff earlier on and was never told we needed to order, otherwise we would of done this immediately, all we was told is that the play area closed at 8pm.

A wasted 30 minute journey and a very upset little girl. The management offered us a free £3 play voucher as an apology... 🙄👀. I find this funny as my sister is a social media influencer and has been given free meals for her family by this same resteraunt as a Pr visitor in return for positive reviews, yet all they can offer customers left disappointed by their service is a £3 voucher to go into the soft play....