The Peacock — Restaurant in England

Visited twice this weekend for brunch service. Our first visit, we put down as a slow day. However our second visit confirmed the need for staff training.

1st visit - we walked in to a gorgeous establishment, absolutely stunning decor, cosy and inviting. There were 4 members of staff, one said 'hello' and we asked for a table (10ish am) place is empty apart from 2 other tables, she replied 'one minute' and walked off. We waited a further 2/3 minutes till another member of staff came to seat us. The service was very slow, we put it down to new starters - the young lad who was serving seemed unsure of the iPad, however he was polite and we could tell he was trying, so we forgave the pace. There seemed to be no manager presence. We watched as 2 members of staff carried single cups and saucers to clear tables, and made 4/5 trips to said table over the course of 15 minutes. Constructively speaking- this was a 2-3 minute job at most, grab a tray, take the spray and cloth, load the tray, wipe down the table and remove the pots to the kitchen. It felt like the staff members were making the job harder than it needed to be. However the food was lovely, so we thought 'we'll give it a go tomorrow and hope for the best!'

2nd visit- Brunch service (10ish am again) hoping for better, but it was unfortunately a shocker. We were greeted by the manager who informed us the delivery had not arrived, and listed the items that were not on the menu. Thats absolutely fine. We decided to just have coffee instead. The manager was dealing with the kitchen, clearly busy and visibly stressed. Fair enough. We took a seat, and watched as 2 members of staff stood. Literally stood. At one point there were 4 waiters stood at the coffee station discussing how to make a decaf latte. 10 minutes go by and the manager had to ask a waitress to take our order.

More guests arrived and once again, there's noone to greet, infact staff seemed to actively ignore them and walk away from them. No acknowledgement. The manager again, had to ask a member of staff to clear a table she was stood infront of. We waited 25 minutes for 3 coffees- with all staff moving at a glacial pace, and as more guests arrived to not be greeted or welcomed we could see other tables growing more frustrated.

There was no one on the bar for majority of this time. We watched as a staff member went to the bar (where people were waiting) shuffle some paper, straighten the tray and then walk away - to stand. The table who ordered after us, asked for their coffees after waiting close to 40 minutes- they were met with 'they're coming' but again, no sense of purpose or urgency. It was at this point a guest asked for an ETA on her breakfast because she had been waiting an hour for beans on toast. This is where we had to get up and leave, because I couldn't keep watching in frustration- as someone who works in the industry I felt like grabbing an apron and doing the job myself throughout the visit. The staff were not trained, and the basics were not covered. Greeting guests, communication and clearing tables is bare minimum. And unfortunately, without direct instruction from the manager the staff were unable, unwilling or didn't know...

As a regular of 36 years, I would like to report to all readers, that the element of hospitality in this establishment is missing when the licensee and manager Clare is not on the premises. Closing time should be as stated on the web site not when the key holder decides they want to go home as has happened many times, during the last 12 months, since Clare went off with her initial knee operation.

The reasons given for early closure by the management, when referenced against other Vintage public houses in the area, we find do not stand in line with company policy. On numerous Saturday evenings I have experienced, on several occasions, being asked to drink up at 10.00pm expecting service until last orders at 10.50 despite a number of people still being in the bar.

We also have experiences of new faces, as well as long term regulars, who have walked through the door being turned away.

The group of locals and regulars, of which I am one, who drink in the Peacock on a Saturday and other evenings have experienced over the past few weeks, through the attitude of the staff, the feeling that they do not want us in there which has resulted in an unpleasant atmosphere culminating in the events of last weekend. It is the regulars who have supported this business, in different guises, over the past 30 plus years being barred. One of our party, being my son of 25 years, who has a number of health issues, and would not know how to be aggressive, or intimidating, as he has been labelled, if he tried was also barred.

I have lodged a complaint with the Vintage Inn and my reference number being #67304049, but, as of yet, I have not heard back from the Regional Manager. If my experiences of the past, when complaints have been made, is anything to go by then I will be surprised if I will receive a call.

I feel it is a sad day when a group of local, well-respected professional people, who have been good customers in the Peacock, having very good relationships with past staff and management for many years, having spent tens of thousands of pounds, should be put in this position by a young team clearly lacking experience and leadership. So, for the following to be stated by the manager - quote ‘I’ve never known anything like this in my life. Not on at all. I can clearly do without their money behind the bar!’ unquote, clearly shows a lack of experience when dealing with patrons from a public house.

I would also like to question the 4 or so positive reviews from 20th December, posted on Tripadvisor & Google, due to the timing, location of the reviewers, the reference in some of their reviews to other Vintage Inns/M&B restaurants and the extremely suspicious timing of their reviews when some of them haven’t made a review for well...

Went here for Christmas Day dinner and will not be returning again. We sat down late to a pre booked time and pre paid meal firstly. This was over looked thinking nothing untoward. We then waited approx 30 mins for the starter. We all had soup so nothing special and had to complain about the length of time waited before we got the starters. I can’t rate the food as we never got anything else. We waited for approx 90 mins for the main and were told it will be 10 mins numerous times. Every table around us was in a similar situation and complaining about how long they had been waiting for their food. We decided in the end to get a refund which was about the only thing that went right but with no apology or offer of compensation for having to sit there for 2 hours with just a bowl of soup. What will say is that, Rebecca, who was our main waitress couldn’t do enough and kept having to embarrassingly apologise. I also requested for the manager when asking for a refund who was ‘in the kitchen’ and would ‘need to process the refund’ but didn’t appear even though requested. Vintage Inns need to seriously consider this pub/management team as from the showing delivered on Christmas Day, the pub is abysmal. Thank you for ruining our first Christmas Day out in years.

It’s now 5 days on since the Peacock response asking me to email which I did on the same day. Guess what, no response to my email after their request. Shoddy, poor customer service which has made me add on to my review.

I’ve also seen the other reviews about Xmas day giving 5 stars and can honestly say that these must be friends and family or people being paid as every table around us on the day was complaining about sitting there for hours with no food.

You should hang your heads in shame as an embarrassment to the Vintage Inn chain and I will now be issuing a formal complaint to Mitchell & Butlers about...