War Horse — Restaurant in Chorley

We were visiting as family and friends. Horrendous experience and would never recommend spending your hard earned money at such a terribly run establishment. The food, for those that were actually served food was sub par at best. Their lack of customer care, hateful and prejudice manager, Caroline and poor staffing levels was embarrassing. They easily lost 15-20 customers based on our group's experience alone, let alone the other families around us and those connected to our immediate friends and family attending. I won't bother getting into more detail as it would end up a novel however, I can assure you they need a complete overturn of management at the very least.

It was also interesting to hear from at least half a dozen locals that were associated with us and several more that weren't approach me and say how difficult Caroline is and that she deters them from coming when they know she's working. They don't use her name however, they had other less flattering and unkind ways to describe her.

Signed, The rude, patronizing "American" ... plot twist, not American and if rude and patronizing is asking for children to be served food at a pub restaurant during peak hours on a Friday and questioning management and defending myself towards poor behaviour - I'll own it. At least I'm not hateful or stigmatize customers among a long list of other descriptors. Well done for ruining our only meal out with our friends and family during our holiday back home. 👏

Unfortunately, it's not possible to edit trip advisor reviews so, I'll happily edit in response to what was posted via the GM, Bish and the email I extended back to them as I'd like to be entirely transparent regarding the experience. I will continue to do so, which sadly may alter their continued responses if any.

I will also add, as someone that has happily worked tourism, hospitality, retail and in the medical industry over the last 25+ years working with people from all walks of life in turns of culture and financial situations in both the UK and Canada, this experience was barbaric and embarrassing to anyone serving those industries let alone a paying customer(s).

The email response is as follows:

Hi Bish,

Thank you for your response to my review. However, it was an accusation of rudeness, not warranted. I agree, rude, inconsiderate or aggressive behaviour should never be tolerated by staff. I'd happily discuss the situation further if necessary. Although, based on your response it appears you don't mind how your management treat guests. Despite only myself, husband and toddler being the only ones coming back from abroad, there were over a dozen locals that you've lost as well which is unfortunate as several were weekly patrons which is why we were lead to your establishment.

Kindest Regards,

Brittany

Edit: Several weeks later - nothing despite responding as requested. Not surprised.

Interesting how management send a terribly worded and typical/generic response to appear to want to engage with reviewers for the sake of public appearance yet it doesn't go beyond that initial response. Disappointing but, again,...

update 3* emailed like they asked several days ago and they never replied. Proved the money was taken from my bank account, and was told they can't do anything. I went through PayPal for a refund. But thanks for never refunding me for the original issue (not the duplicate app issue), that you promised to refund me for, and ignoring the email that you asked me to send. They are replying here like they're interested in helping people, and then ignoring their emails, that they asked people to send. (All over £6 - are you guys really that desperate for money? I guess I can kind of understand considering how bad your customer service is)

*update 2 mistakening came back, the app took my money, I have proof I have been charged and the money has been taken... But they didn't get it on the app so... Pay again 🤷‍♀️🤷‍♀️🤷‍♀️🤷‍♀️ Moreover, the lady that served me with the below has now said she didn't offer a refund. Will not be back, and I'm sure they're happy about it. I've been coming here happily for years. But never again.

Update 1 Originally gave a 5 star review, but after my recent visit, I can't leave it. I ordered a special. It came out missing ingredients. They brought it back and added... Some. They claim they don't do it the way the menu advertised. So I requested a refund. She said she would give me one (I have yet to have it) and offered a replacement. I ordered an item of equal value (not more expensive). It came out wrong again - missing ingredients. I said nothing because I could tell they were busy and must be hiring new staff. (Though I ordered a dietary requirement meal and it came out obviously not meeting those requirements due to random ingredient substitutions). Anyway, I ordered dessert... Again, somehow, they got that wrong too. So of 3 things I ordered, not one of them were done right. Extremely disappointed. They didn't seem to have a lot of staff and were obviously training that day. But they really need...

Absolute shocking AVOID. Ordered kids meals. Bar staff none existant (×1no). Waited unreasonable amount of time to be served. Bar member couldnt understand plain english and i had to physically point to each item on the menu??? The sauces and cutlery where brought to the table. The sauce bottles were virtually empty and watery inside? Why the old boy even brought this to the table i cant understand. The cutlery was all dirty with food stuck to it, i very much doubt its seen water let alone soap. The food came and one main was incorrect. Bar staff error again! Easy to get wron i know pizza and fish fingers sound the same? Even the pictures on the menu didnt work this time! The main that was correct was half the order as the other half was still being cooked??? Why bring half??? What a joke!!! Service is dismal, staff have no get up and go. Be warned the mini sweetcorn on the kids menu is nothing more than a slice of a sweetcorn cob??? The last time we were here we had virtually the same issues?? How can this be?? The table next to us ordered a chicken main that came with coleslaw, haha they got the same respobse i got weeks ago by the young lad serving the table which was. Sorry we have no coleslaw as its made fresh and im too busy!!! Absolute disgusting!! Save yourself thr visit and go elsewhere! Im absolutely embarrased for them. The manager needs to be removed from this place as there is quite obviously no commitment to service and quality. Reading the reviews here were not the only ones absolutely disgusted at wasting our money and being disappointed. We let the first time go as a bad day here (although the 3 other tables in the same room had very similar issues with different dishes) and did not feel fair to leave negative feedback. However this goes beyond dissapointed to ABSOLUTELY DISGUSTED. AVOID...