Kings Arms — Restaurant in Colchester

Had a reservation on a Bank Holiday Monday. Upon arrival, we were notified that we only had 2 hours, and that there was, get this... a 45min wait for DRINKS! We questioned this and was told it was then about 20min. It still took over 30min.

The menu was widely unavailable. It was only 1500. 1st set of food arrived without cutlery. It was underwhelming and undercooked. They literally brought out loaded chips in a foil bag. The onion rings were dripping with grease, and for the price not worth it.

The 2nd order of food arrived 20min later, at which point we were no longer interested in remaining. The manager had the nerve to tell us that the food is brought in pre-cooked. This being true, doesn't allow them the excuse for the delay. His response was Covid restrictions only allowed him 2 people behind the bar, and 2 people in the kitchen. I don't believe this to be true. Asked for a refund that was promptly given. Didn't eat the 2nd food order. Even it showed signs that it was ill-prepared and portions were not acceptable.

I've eaten at several Greene King pubs since the easing of lockdown. This was really not a good experience or a good 1st impression. It honestly looked like they halved servings to compensate for overhead.

I have screenshots of app menu that shows they didn't have MOST of the food. However, because it is considered copyright, it won't post. Avoid this location. If you can't, download the app and check the menu to make sure you can eat. Call ahead and check food and drink times. I'm not sure of their reservation policies, but if they charge or put forward charges to future reservations... AVOID AVOID AVOID!

[EDIT AFTER RESPONSE FROM OWNER]

You sir have me mistaken. Your staff didn't speak to me or my party about Covid-19 protocols at ALL. While a member of my did state we had a party of 6, we advised the other members not to come. We did not know the other parties seated around us.

As far as the foil bag, I will apologize to a point, I didn't make that order and was on a separate check. However, it still couldn't be eaten without cutlery, or at least napkins.

Going back to your assumption of the other parties being with mine, I think your confusion comes because of what happened after the second order was sent back. The other groups heard me being upset with your responses. And offered to buy me a drink for standing up for what I believed in. There heard me speaking Patois and was intrigued by my accent. That led to an impromptu photo-opp as my party was leaving. So please do not include my group's reviews in connection to...

NEW POST 2021: Was finally convinced to go again after bad experience last time so went with an open mind but it took 45 minutes before we could get served and then nobody on my table could use the Greene King app. I would give them slack due to COVID but have been to several pubs already who do service so much better. I imagine that the main difference is that this pub is corporate (run by a manager, not a landlord) with staff who don't really care about profits as much or more likely know that due to good location and massive beer garden it will always be popular, therefore customer service always takes a hit. Main gripe is nowhere enough staff on yet they want you to rely on this app that doesn't work for 5 out of 6 people. We waited 45 minutes between each round as a result. Had to physically find staff each time to serve us, defeating the point of staying seated at the table. When a member of our party was told by his bank that the round was ordered but the app said it wasn't, the manager was extremely reluctant to write a note to confirm that no money had been taken through the app. This was a perfectly reasonable request yet the manager was acting extremely put out. This pub will always be popular but if you prefer good service and reasonable prices over location then avoid, avoid, avoid.

Original post 2018: Terrible customer service! Got order wrong then refused to exchange it for what we had ordered or refund us. Barmaid then rudely shouted at us, implying that we were liars. Makes no sense for us to have lied, ridiculous! Just wanted a decent meal. Had paid £12 and waited patiently for it. Would have eaten what had arrived instead as was so hungry but was really unappetizing, burnt and cold. So many better places in Colchester, never...

After a long 4 weeks of not going to the pub, 4 of us booked a table from 7pm onwards. On arrival we were told that our maximum stay was to be two hours and as agreed we were to all have substantial meals all personable staff and were shown to our table. No where near as many people as we thought would be out which was a shame, lots of empty tables in the gazebo. We ordered 4 drinks and at the same time ordered food, one of us was told that a steak ciabatta and chips was not a substantial meal, non of the pies were available and the festive special was not on (Ltd time for the festive special). Eventually we all found food that was available and classed as substantial. We settled in for what would the longest wait for beer ever, over 40 mins to get a drink seemed excessive when there can't have been more than 30 people in the pub. On arrival of the drinks, not sure how they did it but, the beers were all warm and the pint of Guinness was more like a half with the head on it! Our food arrived well over an hour after ordering, not too bad food although someone commented my egg was unhealthy!! Subsequent drinks didn't take as long but still felt like a mission. The night was pretty chilly, the heater settings are a joke, last for 35 seconds after pressing, kept us warm just by getting up and down. Green King really need to help the staff at the Kings Arms, staff were / are the only reason for 3 stars, come on Green King you have had months to get this right, order the right food, keep the beer at the right temp, stop being tight with the heating controls, put the right levels of staff on to keep your punters coming back and spending money, Finish off the decorations, was quite amusing the half...