The Waterfront Inn - JD Wetherspoon — Restaurant in Dudley

I have been coming here for a number of years, ive got good relationships with a few of the staff as well as the manager but today was unbelievable. 27 degrees outside, i order a pint and asked for a glass to be placed in the fridge/freezer for my next drink as we all know in 27 degrees drinks dont stay cold for long. The person serving me said yes and even asked… a San Miguel glass to which i replied yes thank you. Come to order my 2nd pint the person serving, after I've said a staff member has put a glass in the fridge for me she replied they haven't so i politely said okay dont worry about pouring it as i wasn't interested in a pint which would go warm in 2 minutes. Got me a pint from a competitor who had a nice cold glass from the fridge on this hot day and went to sit with my friends at Wetherspoons where we were originally. Got asked to moved i politely ignored as i didn't want a confrontation about a simple ask. After which i politely told the staff i would have a word with the manager as this did not seem like good customer service nor did i feel cater for bearing in mind i asked for a really simple thing to be done. The staff then began to be really rude and show alot of anger and even said i dont care about your cold glass why do you even need it cold. The staff also began to say she didnt say yes to putting a glass in the fridge to which i pretty much walked out as i could see a endless spiral of arguments happening. Honestly im really disappointed mainly in how i was treated if i was told we cannot put a glass in the fridge in the first place i would have been able to choose my next move but that was not the case i was told it was okay and then treated like trash after wards bearing in mind i’m a loyal customer. When paying a premium price for a lager i would have though such a simple ask wouldnt have been a problem as anywhere else i go it isnt. The rudeness from the staff as well as trying to say i was being abusive towards them when i asked the one staff to remain calm during our conversation as she was getting quiet angry and abusive towards me while i was getting my point across is unbelievable as this place was a comfort spot. I hope this issue can be resolved by the management and proper training for the staff can be...

I am currently on crutches due to a serious injury. As a result I can’t walk without crutches or use the bathroom without assistance. Tonight, my partner approached a barman to obtain the key to the disabled toilet, to which, without eye contact or a word spoken example; “Absolutely, I will get the key for you, I will be with you in just a moment.” Simply held his finger up 3 times and shook his head to my partner. (I have redacted his name, but have mentioned it in a official complaint to Wetherspoons) He eventually got the key from another member of staff. I did not see or hear this initial exchange as my walking speed is quite slow. However, my partner told me about it while helping me in the bathroom. While handing the key back I mentioned to Callum about the exchange he had with my partner previously, genuinely expecting a “I’m so sorry, I was busy/distracted etc” but instead he was immediately extremely rude, aggressive and defensive. Even going as far as saying “boo hoo” as I limped past the bar to make my way back outside. I replied with “you’re so rude!”. His reply “whatever” (original) By this stage, my partner was obviously, and justifiably aggravated. I asked another member of staff to speak to the manager, who was lovely and apologised. But on reflection, I am incredibly upset by what happened tonight. I haven’t been out in weeks since my injury. I was anxious about going out anyway, and this happening is heartbreaking To have someone who works in customer service (or anyone for that matter- but when your job is dealing with people, it’s becomes more obscene) say “boohoo” to me, was abhorrent. I have worked in customer service, several years in hospitality, bar, wait staff, hotels. And I have never and would never speak to anyone the way I was spoken to tonight! Myself, my partner, our friends, families, frequent this pub all the time. And i never thought I would say I will never go there again. Now I will. I won’t return...

After a nice start to the evening, it rapidly went down hill. After taking payment for an order, the manager Alan then said that he was not going to be serving the drinks but would not refund at the till even though he is allowed to. When i then asked for his name and if his store had a reference number that could be used in an official complaint he refused to tell me and instead said i should "read the till". He then berated me and my group and harassed us while swearing and was not able to keep any measure of composure to himself as he decided to kick us out for me asking him for his name. As i was getting ready to leave he then got into my face and would not step back when i politely asked him to get out my face. This was not only alarming to myself but also could have caused all manner of issues for any families around as it was not yet even 9 o'clock and there was therefore still children around while he spewed his foul language. There was an unholy lack of any self discipline or composure to manager Alan making me wonder how he could even get the job in the first place. This experience did not even deserve a 1 star and i am dumbfounded as to how an employee such as manager Alan is able to represent Wetherspoons which until now i found to be an outstanding...