The Charter — Restaurant in England

I had a table booked with my mum, wife and daughter on boxing day. We had to wait for 20 minutes to be seated, even though my mum is 81. We then waited 20 more minutes to order from the set menu. We then waited 20 minutes for the starter. We waited for the main to arrive but cancelled due to the long wait. The manageress said if we're not eating we have to leave immediately. I asked for time to drink the drinks I'd paid for, because we didn't leave immediately the police were called. They did not attend, probably because i heard the manageress tell the police that we were just sitting at a table finishing our drinks. The next day just myself and my mother went to talk to a manager, but she did not want to talk to us and told us to leave immediately. I told her my mum is 81 and to give her a couple of minutes to rest. She said we were not welcome and because we could not leave immediately she called the police. I complained to head office and have waited 13 days so far for a resolution. They refused to speak to me on the phone. I received an email 21 days after my original complaint. The email apologises for the wait to be seated and the staffs behaviour towards us. The email also states we are barred from the restaurant but all staff will be properly trained so other customers will receive better treatment than we did. The area manager is still investigating the incident, but they will not communicate with me again or tell me the outcome of the...

We love The Charter, it is our favourite place to eat at, but tonight we were extremely disappointed as we booked into the conservatory area, as we always do, and I booked this morning at about 11ish, with them telling me, we definitely had a table in the conservatory, only to be told tonight that there was no place for us, and we had to sit elsewhere. Then I asked to go to a window where we were sitting, only to be told that it was reserved for a wheelchair, when later some other customers came in, but with no wheelchair, which made me really question the entegrity of the waitress? We ordered curry, and was told there wasn't any, then my husband ordered a mixed grill, and the steak was extremely tough, and overcooked, and to top it all, the waitress was very surly, and this all made us really feel uncomfortable. The manager was also not very helpful, she seemed to treat us like she didn't believe what we were saying, but they did apologise for what happened? Anyway, I am sorry to have to give an unfavourable report, but I feel it does help to tell about it, so that it can be corrected, otherwise you will be losing customers. I have encouraged many people to go to your pub, as we have always been very pleased with the treatment we got. Thanking you for your kind consideration. Yours sincerely....

Overal experience was pretty good. Staff are very caring & considerate & helpfull. A couple of bits were unavailable from the menu & they were very appologetic. Food arrived in a reasonable time. Wouldnt say fast but realistically within an acceptable time frame. To be fair, in my opinion, if you have to wait for the food its generally worth the wait. In this case i wouldnt quite go that far. The food wasnt discusting but just not up to the standards i would expect given the pricing of it. Now most of these resteraunts will give you the flannel that their meat is of a higher quality than joe bloggs down the road. As i said, its flannel. A good chef could make a gourmet meal out of a pigs ear & rotten veg. Its all down to what higher management will & wont allow. Unfortunately this particular chain do not seem to care what we as customers want. They seem to think they know what we want & we will get what they want to give us. Not what we want. Note to higher management. Try listening to your customers. Remember us? We are the ones who put your business on the map. We are also the ones who can knock it off aswell. Start listening, before your food chain becomes bottom of the...