Spyglass & Kettle — Restaurant in England

I sent the below to the pub a while ago, but no response:

We have visited your pub a number of times previously and have had no problems - friendly staff and good food, but yesterday was different. We ordered via the app and the drinks came in good time, but after 40 minutes there was no food - we asked at the bar and they said it was being plated up. Two meals came out and were getting cold so we started eating those, with the other two meals coming out at least 5 minutes later. One of these was wrong (jacket potato filling was incorrect) - I said it should have been cheese and coleslaw, and they said 'no, you ordered cheese and tuna'. I opened the app and showed them the order, and they said they would check. They then came back to apologise that it was read wrong int he kitchen. I did not appreciate that the default position was that we ordered wrong, without even checking. There was then a 10 minute wait for the replacement jacket potato, while the rest of us finished our food. We then quickly ordered desserts (assuming they may take a while), and I ordered the Biscoff cheesecake. When the waitress came to collect our empty plates she said there was no cheesecake so I opted for the syrup sponge instead. I have since checked in the app and have seen that I have paid 50p more for the dessert that I did get and I feel that this should have been noticed by staff (that I was getting a cheaper dessert and therefore should get the difference refunded). Please can you ensure that staff do not assume that the customer has ordered the wrong thing/ at least say they will check before saying 'no', and can they ensure that the app is updated and that any differences in price are refunded to customers when appropriate? The staff were friendly other than that. But I am afraid to say that this will not be our first choice place to come when family visit again, unless you can guarantee that this will not happen...

I arrived today around 3pm seeking to purchase a few drinks and some food. The bar was impressively packed for this time of day. However being the holiday season and also the world cup season, this was to be expected and will require another visit at a less traditionally busy time to ascertain the general normal trading day.

My overall experience was excellent. I can't fault the pub itself, the staff, the food, the drink selection offered etc I asked several couples and a table full of patrons eating meals what they rated the food out of 10. It averaged out at a respectable 8/ 10 over the board. So bravo to the chef. They were all long term return customers and had nothing but good to say about this pub. That speaks volumes to me I'm sure you will agree.

The manager Mel was a delight. I was pleased to have met and spoke to her, and her willingness to solve an issue I had without hesitation was commendable. She clearly cares about this pub and it shows. I asked several staff and customers about her and they said it's been so much better since she has been running it. One staff member who had been there for a few months, told me she rated the place 8.5 / 10 to work at.

I recommend you visit this place and enjoy your time in a nice traditional yet modern feeling pub l. One that welcomes you and provides an excellent service and a warm welcoming...

Update** answering to your comment under my review: we did actually asked the bartender if the garden is open, he went to check and said yes! This is why we went out in the garden!

I’ve been coming to your pub lots of times, either for birthday parties or family lunches. But tonight I came with my mum for a drink, weather wasn’t bad so we decided to sit in the garden. As soon as we went in the garden, a dog came out of somewhere and started barking at us and climb on me. We said ok, maybe the doggie is friendly and we sat down at the table with our drinks. A second after that another big dog came out, came next to us and started barking. We really got scared as the dog didn’t seem friendly at all. A kid came out and started talking to the dogs to come back to him but they didn’t seem calm and kept barking at us. We made our way back to the pub and the dogs kept following us. It was really disturbing as we couldn’t enjoy our drinks outside in the garden because of the dogs. It was Friday night, there were no lights in the garden and there were only two scary dogs barking on us.. very disappointing and...