We called here on a long journey from Shropshire to Suffolk two adults two kids on Friday 16 February around 18:00. We stood at the "please wait here" sign for some minutes while the staff completely ignored us. Not "won't keep you a minute" like literally ignored us. Eventually seated but not informed we needed to order at the bar so we sat like lemons waiting for the order to be taken until we realised.

Went to the bar, having seen the exceptional offer of two adults meals and two kids for £15 I placed the order and four lemonades and it came to £37. I pointed out the offer and established the drinks were around £10 so I explained politely I would expect the price to be around £25. The guy on the till asked a colleague who pointed out we hadn't ordered kids drinks for the meal deal, did that and it came down a little but not much. We ended up with a guy I think called Callum who I said to "if it's my fault then I just need to know what I've ordered wrong so I can change it" but was told the food order had already gone to the kitchen. He said it had taken offers off and proceeded to inform me of the various reductions. I stayed calm and again said "ok but this says £15 so it should be around £25 and it's not near that so if I've done something wrong can you explain what please?". He kept saying it was the till and the software and nothing he could do and was quite unhelpful. I got nowhere so in the end I said "Ok I'll pay and complain to head office and ask for a refund" to which he said "well it will come from them to here so we will be dealing with it anyway so...." in quite an aggressive manner giving the impression I'd be wasting my time as they would bin it off.

I was getting quite frustrated by the attitude because it was one of "we can't do anything and no idea what's gone wrong but that's the way it is so tough" basically. I was on the verge of saying "stick it then" and walking out which I think was sensed by other staff as In the end Callum disappeared and a manager came and sorted it out. I had ordered one pudding from the wrong side of the kids menu but also one child's pudding had been put in as an adult one. He was apologetic, I was apologetic, how it should have been from the off, but the damage had already been done really.

The problem is there are endless numbers of promotions here and it gets really complicated as if you order one thing wrong or they enter one thing wrong it can screw up the whole offer. To have staff who can't be bothered to work out why, blame "the software" and have a "tough" attitude when charging a customer way more than what they expected to pay, is not acceptable.