Nick The Fish of Penn Hill — Restaurant in England

Usually, very good. Today I ordered, and it was not at all. Fish practically fell from the batter it was so soggy, and fish itself didn't taste fresh and was not its normal flakes. There were black hairs in the food, each around an inch. I rang to discuss, I found the lady helpful at first but toward the end of the call, when I said I likely won't return she said - "these things happen". I feel these things should not happen at all, which is what caused me to write this review. I didn't feel the customer service was appropriate, and I won't return.

Update:

Friends and family visiting soon wanted to know if there was a good fish + chip shop nearby and I said there used to be, but I had a bad experience and said I wouldn't return. They asked me to try it again as it may have improved. Spoiler alert: it has not. I got it tonight: fish is soggy, just feels wet and I wouldn't say slimy as that would be an exaggeration, but it isn't far off that. Not remotely close to the fresh white flakes it used to be. It beggars belief to compare in my mind what it was before compared to now - it's like comparing two entirely separate fish+chip shops. Yes, the chips are fine, peas fine, sauce fine, but people come for the fish. I honestly don't know what happened to this place. This is twice in a row that the quality was sub-par, although thankfully no hairs this time. It seems they're overrun with custom, but it's quality not quantity, and if you're having to sacrifice the quality because you have so many orders - then either hire more people, or take less orders, because you clearly cannot handle the ones you have. It may mean less bank, but you'll have much happier customers and a much better reputation.

Edit : response from the restaurant proves what many are saying. They aren’t willing to accept any fault or flaw. Listen to your customers...

We’d had a day out for ong walk around Durdle Door and Lulworth and decided on fish and chips on our way home. Googled and found an article about the best in Dorset so decided to drive to Poole to try Nick the Fish. Easily worth the diversion! We had the best, freshest and most delicious cod and chips ever and an excellent pie (never trust a chippy that doesn’t sell Pukka pies). The mushy peas were also phenomenal. Super fast and extremely friendly service and they obviously take huge pride in their work. Immaculate place, varied menu, gluten free options, amazing quality and crazily good value. My only complaint is that they aren’t in our home town! Thank you for such a treat, fish and chips so often smell more delicious than they taste but Nick the Fish is a fabulous exception. They have nice indoor and outdoor seating and also allow dogs which is so rare I almost couldn’t believe it (and wouldn’t dream of inflicting our dogs post sandy and salty beach on anyone) I wish I could give you more...

EDIT May24 - 3* down to 2*. Oh dear. Thought we'd give the new owners another chance. But this time, a tiny amount of cod covered in a mass of batter. Asked for battered sausage and got plain. Found out when home. I think we will now find an alternative Fish & Chip shop. Shame, as we've been loyal customers since the original owners opened.

EDIT April24 - 5* down to 3*. Disorganised new owners at front of house, clearly being 'shown the ropes' by a confident teen! Couple of people failed to make head nor tail of the pointless shiny new self-serve Order point, resorting to old skool order-at-the-till approach. If it ain't broke, don't fix it, right? Chef still obliged with gluten free batter, which tasted good. Let's see how this new ownership pans out...jury's out just now. Shame, as always our go-to.

2020 Always turns out fantastic fish and chips. Kids portions perfect for hungry little people. A local 'go to' chippy....