The Bruce Arms — Restaurant in England

OK well I always try and start with a positive so here goes the BAR staff are fantastic that's where it ends. I can only say my visit from there was traumatic suffering from a food phobia I felt comforted the manager / land lady took such care amending my order clearly. For the chef to either lack the intelligence to read an order off a ticket or as I strongly believe be so arrogant as to completely ignore the simple request of leaving certain items off the order I was upset to find this had not happened. I contacted the bar staff and very embarrassed at having a food phobia stuttered through my request to have my meal re cooked correctly as I explained such is my phobia that re plating or removing said items spirals into panic attacks. The young lad behind the bar was sympathetic to my obvious distress and said no problem I will speak to the chef its completely our fault. To then hear the chef first mocking my phobia and constantly swearing about my complaint this added to further distress me. A kind couple complained about his language which enraged him more at this point I had no other choice but to leave the pub and my girlfriend as a panic attack was now imminent. How on earth such a nice front of house team can exist with such ill mannered arrogant sub standard kitchen staff is beyond my comprehension. What was shaping up to be a nice visit was completely ruined. And I fear the reputation off a nice establishment may be irreparabley damaged as is my confidence in eating out. As I write this I am sat food less in a chester pub through fear of a reprepeat experience and the distress...

Dissapointed

Came to the Bruce Arms today for some Sunday lunch with my husband and daughter, we ordered bit of both (£12) and a pork dinner (£11.50).

Upon arrival of the food it looked nice. As my husband started eating his food he asked me if my mash was cold to which I replied 'no, is yours?'. I tried his carrot mash and it was stone cold. He took it over to the lady who served us, who just took his plate. No apology, no I'll get it sorted, don't worry. She brought his food back, the food had clearly been bunged in a microwave for 2 mins and brought back, again no apology. We did receive a check back to which we did say the food was okay.

Speaking from experience working in busy food/pub environments we are understanding that these things happen and food needs to be prepared ahead of service to help with busy days such as Sundays.

We left feeling extremely disappointed with the service we received today. Sometimes it's just nice to apologise and make customers feel like they're not an inconvenience. An 'Oh my goodness, I am extremely sorry, I will go and get this rectified right now and bring it back over' would have been nice instead of just taking the plate and heading straight to the kitchen.

I feel like the customer service could have improved our experience here today, left us feeling a bit like we'd been awful customers for complaining. We paid the full price even though it wasn't great. We spent £30.75 including drinks. I feel like it wasn't...

First of all the pub was busy, the staff behind the bar were brilliant and accommodating. We ordered some food and we’re told there would be a long wait, that’s fine. I’m coeliac so when ordering I asked for gluten free options which I was told were 3. I went for the steak but without the onions rings. When the food came out mine had an onion ring on it so I sent it back, all they did was take the onion ring off and bring the meal back. My wife and son ordered a pizza each, they took one bite and both declared there was an odd taste to them so my wife mentioned this to the staff. Later the manager came out to enquire what was wrong which we explained. His opinion was that there was nothing wrong with the pizzas and quite vocal about that. I then told him about the onion ring on my plate, when I told him I was coeliac he stated “if I had known that I would have matched you out of the door” which I think was incredibly rude, we’re here for a few days and definitely won’t be...