Black Horse — Restaurant in Dudley

We visited this evening as a party of 16 for my mom's birthday. It has been booked a couple of weeks in advance, despite this they were not able to cope with such a group. Food was ok wheb it eventually arrived but service was appalling, and I mean really appalling. I have never been treated in such a shocking way as a paying customer. When we first get there despite 2 staff on the bar and only 2 people waiting for their drinks it took 10 minutes to be served and that was just for 3 of us, when the rest of the group arrived they experienced the same wait. We went on to order the food as was advised that there would be a 45 min wait. We were happy with this and would expect that with such a large party. The lady serving me asked if we wanted to receive our meals as we ordered or wait until everything was ready, as I could see they were under pressure I agreed to have food as soon as each plate was ready, this was a big mistake. My son's plate was first out exactly 45 mins from the order and for a meal that was meant for a child the plate was red hot, it took 10 mins before I could touch it never mind my son. This was the theme for all child meals so bear this in mind when you visit. Now on to the worst bit as I was finishing I became aware that my brother had no food in front of him, we gave them the benefit of the doubt and waited another 20 mins. 1 hour 10 mins from the order time and several tables being served since we asked a lady (who apprantely was the manager) where the food was to get a very rude and abrupt response of you will get it when it's ready, it's coming in order. We point out a couple of tables had been served in between us and she just stomped off into the kitchen. 15 mins (And 2 more tables) before my brothers food and his children's food arrived at the table, then half the order was wrong and plates had to be returned, the manager continued to have an attitude when my brother highlighted the jacket spud was missing off his daughters food. If you are a big group or walk in to this pub when it's busy turn on your...

For context to this review, I've worked for the sizzling brand and mitchells and butlers for a year now.

Me and my mom visited for lunch. We ordered our food and recieved cutlery within minutes of ordering. The staff were relatively friendly.

We waited and it got to over an hour and no sign of our food. The pub was fairly quiet and we hadn't been told about a wait so we decided to ask where it was. We were informed that our order hadn't been put through, and that they'd do it right away. Firstly, at my pub, we wouldn't even give cutlery without a ticket, meaning as long as they do things the same way, our order must've gone through. This means they basically lost our ticket on both the kitchen side and the floor side. Secondly, we weren't given an apology. This really shocked me, as you'd expect at least a sorry because it was a mistake on the staff's part.

Our food only took around 10 minutes to come after this conversation and the food was all fine, but the only attempt at an apology was a "sorry about the wait" when the waitress put the food down. We'd been waiting for over an hour, it wasn't busy, and we could've had something in return for our wait however I decided not to say anything.

The service we received today was poor, had we been given a proper apology and something in return for them essentially losing our ticket, it would be a different situation. But there was no attempt to show that they were bothered about what happened, the staff didn't really seem to care if I'm honest. We usualy enjoy going to the black horse and have been many times but will think twice about...

Visited this pub for a quick drink, decided to stay for food. We were given our cutlery and drinks in good time but there was a long wait for the food. After 40 minutes we decided to ask why we had waited so long, the staff seemingly forgot about the order as they said it was on the grill now, after 40 minutes. We waited again, up to almost an hour when we decided to get a refund. The staff tried to argue that because we had ordered on the app we weren’t told about the wait. The place was quiet and two members of staff had come to our table and still not mentioned anything about a wait. We were made to feel as if we were to blame for ordering on the app and when we requested a refund, we were told the food was now on its way. We were insistent that we would be leaving and would like our refund as the wait and the excuses were unacceptable. The management did apologise which we appreciated but had we been told when we ordered that it would have been a wait, then we would have happily waited. Poor customer service and not handled well. We won’t...