The Pavilion — Restaurant in England

Dear Dawn and Martin You have responded to my previous review but are obviously unaware that there is NO OPTION for people to respond back to you. Except of course to leave you another review. So here it is To put you in the picture we only went up to the window to order because there was no queue at all. There was 1 table in use inside, no one down the covered area and perhaps 3-4 tables in use elsewhere. 5 staff appeared to be at the location. To answer your question Yes I raised it more than once. First to the 3 members of staff (looked like teenagers) who were arguing about whose turn it was to walk out the drinks. It was 16 minutes since ordering my 1 hot drink. I got a shrug and It'll be 2 or 3 minutes. Then I asked to speak to the manager. Now at 19 minutes. 3 teenagers still stood around looking at same drinks on the side. Older manager lady came out. She went on about how busy they had been. Not while I was there. I said I wanted a refund. She found my drink immediately and said now I had my drink I can't have a refund. I said I did not accept the drink as I did not have time now to drink it and my friend had finished her cold drink and cake. Eventually, she begrudgingly gave me a refund and said the person taking the order should have said there was a delay. Not a real apology at all.

To be clear I have worked in hospitality in the past for many years. This was poor service on MANY levels. I suggest your staff visit Costa in town and see how often their drinks take 20 minutes to get to the customer.

Before and during lockdown this was our go-to place. But gradually it has got worse and worse. Now we will look for somewhere else - I give up trying to support this local business. It is a perfect location with a captive audience who WANT to be customers.

The whole point - if your staff don't understand this is to enjoy a drink WITH your friend - not watch them drink theirs and them then wait while...

We visited this location while on a walk around Bedford Park. Me, my wife with our 4 year old. We ordered at their external window 2 hot drinks, & a juice. Next to their external window they serve at, they have a table which has milk & sugar. We placed our drinks onto it to add milk to our tea & sugar to our coffee. It was at this point that our 4 year old went to grab the milk flask which is on this table, it fell over knocking over both the coffee & tea all over my thighs. The drinks was molten (the tea at this point was just a cup of freshly boiled water) & I screamed out in pain, even losing my composure letting out a swear word. I clearly was in pain, & all our drinks was on the floor. It was at this point I stupidly expected their teenage member of staff to attempt to ascertain if they could do anything to help me or offer any assistance. But no, she decided to start serving the next person in the queue. This next customer was even surprised & looked confused why they was being served rather than a burnt customer being dealt with. My wife checked if I was ok, which after the initial pain I was, I was just left soaking wet. My wife then asked the member of staff if she could replace the our lost drinks, it would be of little cost to them, plus she had seen they had been knocked over straight after we had been served them. Not only did the member of staff not replace the drinks, but she said “if you want to order the drinks again you’ll have to join the back of the queue.” If you want to go to an establishment which believes in zero customer care, has zero customer service, & who is only interested in taking customers money, then this is the place for you! I on the other hand will never go near this poor excuse of a professional...

I had an extremely disappointing experience at The Pavilion today. Visiting at lunch time with 4 adults and two babies, we waited over half an hour for our food, having received half of our order we went up to the counter to ask where the two outstanding jacket potatoes and fries were. The potatoes eventually came, after the first two people had finished their meal (we were still waiting for an order of fries). My potato was cold but I was so hungry by this point that I was prepared to eat it regardless, however the next bite revealed an entirely frozen core. When I took it back to the counter I received no apology or offer of a refund, no one seemed particularly concerned. When I requested a refund, due to an issue with the card machine, someone who I assume to have been the manager finally came over. She proceeded to recover my meal from the kitchen and probe it with a thermometer in an attempt to prove that it wasn’t frozen, and then offered to reheat it. When I expressed my surprise that she was disputing my complaint (I fail to see what I would have had to gain through falsely accusing the potato of being frozen) I did finally receive an apology. Deciding that I would rather not prolong the already protracted lunch further and return to my frozen potato, reheated or otherwise, I was given a refund, but only for the potato itself, with no acknowledgement of the fact that my friends and I had not been able to eat lunch together, or that I had waited a considerable amount of time and still left hungry. I do not...