The Shurlock Inn — Restaurant in England

Very disappointed. 6 of us spent a Combined £600 tab. Was asked to give the table up after an hour and a half. Even though the restaurant was nearly empty. Got our drinks order and food constantly wrong. Awful service which was a shame as the food was good all be it very expensive. £18 for the cheese board which had 3 very small bits of cheese. When we complained and sent it back was told that we had to pay still.

Hi,

Thank you very much for your prompt reply in looking into this issue.

I believe some of the points you have raised also do not line up.

Firstly, the first items loaded on to our tab was myself and my girlfriend ordering our own drinks at the bar, so I wouldn’t call this “table service”. I suggest you look at when the food was added to the bill as this was a significant time later.

1 round of drinks was missing ,correct. However, 1 drink was given also incorrectly which you have missed off.

In terms of the cheese, we appreciate you taking the cheese off the bill however, this was not done as a good will gesture as we had to ask 2 times that we would not pay for it. I also appreciate your point of “quality over quantity” but 3 slices of cheese which wouldn’t fit in a sandwich is not worth £18. We did take a photo of you wish to see this?

We were asked to leave the table at 8:15 when the last drink was purchased at 8:12pm and didn’t receive until after we were warned to leave the table. So this drink was not finished.

We fully understand tables are booked after people’s booking but this should be given prior warning (not 15 mins). As we were leaving the restaurant was very empty so was confused why we were asked to leave. As you probably saw we had a young child with us which takes longer than 15 mins to get organised to leave.

Sadly, as a table of 3 seperate families we will not be returning due to this experience. We expected better customer service and an apology but seems none of the above was given.

On the plus side, the food when arrived was of high quality. Seems as which you are lacking the service to match.

My initial response of your reply has shocked me so I am debating posting this exeperience on social media, just so you are...

On FB, someone in our local community highly recommended this restaurant. I looked it up on the internet and saw the prices were a bit high but I don't mind paying for a good meal. I invited some very good friends for a Sunday roast today. It was the first time we came to this restaurant.............and the last! Every thing was bad and I mean bad. Starting with our entrance, a fellow sitting on a bar stool next to the bar and in front of a laptop (the manager - maitre???) asked for my name and pointed to a table and said that is your table (instead of taking us to the table and giving us the menu). Then a waiter came and asked us if we wanted water, still or sparkling. He came back with the water. He then asked us what we would like to drink whilst we studied the menu. My friend and I asked for a beer and were only offered a local brew. Not very good, would have preferred a more well known brand. We ordered 4 roasts, 2 lamb, one rump beef and one chicken.. No starters as the main meal was going to be large. The starters didn't look very tempting either. The meal came and the wife of my friend did not eat her lamb as it was undercooked. The Yorkshire puddings were burnt and the vegetables were under cooked. Looks as if they were cooked by placing on the grill. Really!!! We then asked for deserts. After waiting half an hour, I asked the waiter if we should come back the next day for the deserts. When they finally came with the deserts, My wife was told that the mango sorbet she had ordered was not of the quality that they could serve. Would she like something else? No thank you she replied. They brought the bill where a discretionary service of 12.50% was added. I told them to take it off because we had not received the service we were accustomed to. I paid £ 103.50. Normally my friend would have paid 50%, but I was so ashamed of having recommended this restaurant that I insisted on paying. Never again...

My husband and I dined with you last night to celebrate our First Wedding Anniversary and had the most amazing meal!. We were running slightly late and when I called to let the team know we would be about 10 minutes late the lovely lady who answered the call was so kind and just said we would see you when we see you, it made us feels at ease straight away without being rushed so thankyou. When we arrived to your beautiful restaurant we were asked if we wanted to enjoy a drink or go straight to our table (even though we were slightly late!). We decided to head straight to the table and were able to choose whether we wished to be inside or out. We chose a beautiful table on the terrace and chose a yummy bottle of wine. When I had been emailing in the week to book our table we had been offered to reserve a Roast for two, and my goodness are we delighted we did so! The presentation was just incredible and all.of the components to the sharing platter looked absolutely delicious! My husband and I both think that this truly is the best roast that we have ever eaten out! Ola was looking after us and she was just so lovely. My husband asked about the cooking process of the Roasties and she told us all about how to do them! Ola made the whole evening so special and sent us a thoughtful celebration brownie plate which very sweet! The brigade of chefs you have in your kitchen are fab! Thank you again to everyone last night who made our First Wedding Anniversary one to always remember fondly! We cant wait to return and try some of the amazing Steaks and we will certainly be back for lots of roasts in the future! Thank you :) ...