Golden Heart Bristol — Restaurant in England

So firstly I want to say the staff here are fantastic ! Service is spot on and they are very attentive without being over bearing. We asked for a jug of iced water and this was brought out very quickly, which was great as we had just driven down from Manchester. Our food order was placed and came out very promptly indeed, which when you read things like freshly prepared always worried me. My wife ordered the roast beef Sunday lunch and it looked amazing, she confirmed it was very tasty indeed. I ordered the line caught cod and chips. Now this is where I had a problem, the chips although looking very nice were in fact over cooked and very very dry. The Pea purée was clearly microwaved and was super dried out and inedible, and the fish I am sorry to say was the worst thing on the plate, for some reason the batter tasted of garlic and I cannot eat garlic at all, and it was absolutely soaked in cooking oil, so all I could taste was garlic and cooking oil, the flavour of the fish was excuse the pun ! Drowned out. When the server came to check on us I asked him to take my food away as it was not nice. He in fairness immediately offered to replace it, but I never have food replaced as if it was not right the first time my confidence in the cook/chef has gone. So he took it away. My wife ordered her dessert and this too she thoroughly enjoyed. Now I did eat all of my chips purley on the basis being a type 1 diabetic I had already given myself my insulin shot for this meal, so I needed to eat something to cover off the insulin that I had given myself. When we got our bill my food was still on there and we paid it, however upon reflection after paying I said to myself that is not correct, why should I pay for food that was sent back. So I spoke to the Manager who again was super nice and he agreed to refund me, I did offer to pay for the chips I had eaten. However he refunded my meal in full without hesitation. So do I recommend this pub ? Yes because of the fantastic customer service we received from the servers and also from the Manager who sorted the issue out. Well done guys you are a credit to yourselves and please continue what you...

Right, where to even begin with this culinary catastrophe at The Golden Heart Bristol last night? I took my family, bless their cotton socks, for what I hoped would be a pleasant Sunday supper, and it turned into a right dog’s dinner. Let me tell you, it was less Golden Heart and more lead balloon.

First off, the fish and chips. Now, I've seen better chips clinging to the bottom of a deep fat fryer after a week's worth of abuse. These were cold, soggy, and about as appealing as a wet weekend in Weston-super-Mare. One portion even came with a fish fillet that looked like it had been through a shrinking machine – half the size of the others! It was like they’d run out of fish and just thought, "Ah, sod it, they won't notice."

Then there was my mother, God love her. She asked if she could swap her mushy peas for another vegetable. A reasonable request, you’d think? Oh no. What arrived was a small mountain of raw peppers and cucumber, chopped with all the care of a toddler wielding a butter knife. It was like they’d raided the salad garnish and called it a day.

My son, bless his heart, ordered the “prime” cheeseburger. Prime? It was drier than a nun’s biscuit! He might as well have been chewing on a handful of desert sand. And the cherry on top? He woke up in the night feeling nauseous. I wouldn’t be surprised if that burger was the culprit.

And finally, the seafood linguine. Oh, the linguine. It was so bland it could have cured insomnia. I took a forkful and honestly, I nearly choked. It tasted like something you’d find washed up on the beach after a particularly nasty storm. It was borderline off. It was clear that the chef was phoning it in and not putting their heart and soul into their cooking.

This wasn’t a cheap meal, either. I feel ripped off and embarrassed in front of my parents. I won't be...

Had a meal here with my family after a long day at work and decided to sit outside so me and my husband could relax a bit more with the kids being able to play outside in the grass area. My daughter ordered a children's Mac n Cheese, when it was bought out and she had her first mouthful, she spat it straight out and complained that it was freezing cold. I took it from her and tried it myself, it was very hot in places and cold in others. I walked into the restaurant with the bowl in hand to return it, I politely explained the issue to a staff member, he simply said 'Ok, where are you sitting?' Then took it from me. He didn't even apologise, even when the meal was served back to our table we still never had an apology from the same guy. Surely this is basic customer service? If a wrong has been done you apologise, it's very simple and just a small word that goes a long way with the customer. I work in hospitality and if a customer returns something rightly or wrongly? You apologise and offer a replacement. Since I never got an apology I asked if I could, on this occasion if they could bring me a glass of wine (as our mains had just been brought to the table) I didn't want to go to the bar to get one, then my meal would have gone cold. They refused because there's no table service outside, I was well aware of this but you'd think they'd have made a small exception on this occasion because of the issue we had. I know the hospitality industry is struggling atm and I get that, that's why I was polite when I returned the meal because mistakes happen and staffing is very difficult currently in catering. But it was the aftermath, my choice to write this review would have been avoided if I had received basic customer service, so so unnecessary. I've been here many times before but I don't think il be returning...