Mulberry Tree Farm — Restaurant in England

I really didn’t want to have to write this, but after two weeks and still no sign of our refund of over £80, we feel completely let down by Mulberry Tree Farm, Hampton.

We’ve visited many times before and always had a good experience, which is why we chose it for a family meal on Sunday 29th June at 5:30pm. Sadly, this visit was a disaster from start to finish.

We ordered food and drinks via the app, starting with “The Big Cheesy Nachos for Two” — which arrived with no cheese. After sending it back, it returned with a tiny sprinkle that barely made a difference.

For mains, we ordered two standard carveries and the Farmhouse Chip Shop Supper. Another person in our group ordered separately, totalling over £25. When we went up to the carvery, the meat looked inedibly dry, like it had been cooked days ago. The chef was multitasking with online orders, placing meat on a dirty counter before returning it to trays — completely unhygienic. There were no Yorkshire puddings, barely any vegetables, and what was available tasted awful. We were served two parsnips, two potatoes, one piece of broccoli each, and some red cabbage — most of which we couldn’t eat.

The chip shop supper was no better — cold, greasy and inedible.

We raised our concerns politely and privately to the manager, who was understanding and apologised, assuring us a refund had been processed. We appreciated the way this was initially handled.

However, since then, it’s been two weeks of chasing. I messaged via Facebook on 5th July and was told it could take 7–10 working days. As of 9th July, still nothing — I even shared proof of the refund receipt and was told it would be chased up.

By 12th July, still no refund and no update, so we called the restaurant directly. Shockingly, the team said they had no access to refund information, refused to give us the regional manager’s name, and refused to put a manager on the phone — even though we remained calm and polite.

We were told the general manager would call us on Sunday 13th July by midday — this never happened. We called again and were told no note had been left for the manager to call us.

We are now £80+ out of pocket, with no resolution and no clear communication. We’ve been left with no option but to post this review, in the hope that someone at Mulberry Tree Farm or Greene King will finally take this seriously and help resolve the issue.

Absolutely gutted to be writing this about a place we used to...

Slowly declining. Was a family favourite, never landed the wait because the ordered food WAS fantasitic Had breakfast last week. The food was cold, greasy, undercooked and minimal. Not like usual. Thought maybe just a bad day We went tonight for a meal. Me partner and son. No queue as not busy . Great ! Food comes son Is happy he starts . Partner and mine Cold. Send back parners is better. Mine was still stone cold. I then asked for a bowl so I could use the microwave in front of me to cook my own food! . The assistant manager arrives . Well.... had more customer care in a macdonalds . Discusting, rude, no apologies what so ever. She wanted to probe . 5 minutes later she comes back out saying the temperature is 65 . Bull. I'm not a fussy eater, injustblike my food above tepid. Blatantly lied as if I don't know what the difference between hot and cold food. My beer glass was warmer than my curry. ! I disagreed and asked to see the probe. Then she told me she had just microwaved for me so it will show hotter as the plate was standing ?? I declined this third dish as I was put of with the skim after 3rd reheating . New manager arrives . Very polite asked for full refund not because all the meals was bad . Just 2 out of 3. But because I wanted to eat together not 20min apart . Refund given . Went home hungry. So disappointed. A new chef ? I don't know but you have had my last chance, and you shamed yourselfs . Training is clearly needed inside and outside of the kitchen . Sorry its long but truly justified . If you considering here go with the chicken salad. Don't...

Went out for a meal, Friday 2nd February 2024. Food was a more expensive weather spoon quality apart from the desserts. Partner ordered off the non gluten containing menu due to herself and our daughter having celiac disease so are unable to eat certain foods without reacting. Both have been ‘glutened’ as we call it. I feel this could be due to cross contamination within the kitchen. Non gluten containing items should be treated as an allergen if not stated otherwise as this is not a fad diet it is a medical condition. Everything was ordered through the app with very little human contact which was a shame. The app was okay to navigate but I have seen better. Upon paying the bill through the app it asked us for a tip. At that point the only thing that the restaurant had actually done for us was walk us from the door to the table. I’m not one for tipping on the premis that the service and food will be good that would normally come at the end of the meal. I think you’re loosing tips due to this. Food was very basic. Waiter that bought our dinner to us did drop my burger top bun but was very apologetic and soon replaced without me saying anything so that was good. The menu advertised had a lot of items unavailable which was a shame. Definitely improvements to be made and we won’t be rushing back unfortunately. This was my late nans restaurant of choice a few years back however I don’t feel it’s as nice as it was a...