The William Stead - JD Wetherspoon — Restaurant in England

EDIT:

18/03/24 I received an email reply from my complaint i made online that apologised for any inconvenience i might have had and that I should have spoke to the Duty Manager at the time about my issue and that the area manager would open an investigation.

I replied saying that my issue was with the Duty Manager did you even read my complaint?

EDIT 2: 19/03/24 the Kitchen Manager has phoned me, apologised, informed me again that there is an investigation going on and that he would like to offer me and my partner a free meal.

I decided to take my family out for a cheap and quick meal today 17.03.24 and quickly regretted my choice of venue.

We went to The William Stead in Darlington and proceeded to sit upstairs at it was noisy downstairs and my child has sensory issues. After deciding what we were going to eat I realised that the bar staff had left.

I went downstairs to order and was served by someone who said they were new so I handed them the basket I had made on the app and told her that she can copy off of there if it makes it easier for her. She said that would be a great help. The first item was a tomato pasta from the kids menu and she could not find it so asked for help from another member of staff. While he helped they told me that upstairs was closing and my family had to come back downstairs. That’s fair enough. Eventually she passed my phone back and said that she was done so I assumed that my order was correct as all she had to do was read from the list.

As for the drinks, they were all wrong including the alcohol free koppaburg i ordered turned out to be an alcoholic one which isn’t ideal when the person drinking it is 7 months pregnant.

Then the food came. We ordered 3 burgers and the pasta. One burger was missing its onion rings, another was missing the cheese and the other was missing all of its customisations. Not just those issues but i had been charged for an extra american cheeseburger. I let the server know of the issues and she went and got the duty manager.

This guy has terrible customer service as he was blaming me for the issues, he brought back a second lot of food that was also wrong and then the third time we managed to get it right but he charged me for the extras and missed the onion rings again. At this point i showed him the basket i had on the app again and said i’ve been charged over £40 for this food when in the app it says £36 for the lot.

The manager did not want to apologise for any inconvenience nor did he acknowledge that the staff made any mistakes and told me several times that it was my fault.

How hard is it to read a list? And how did someone with terrible customer service like that end up a manager? Who knows what’s going on in there.

I will not be...

Staff and management are a joke, was supposed to meet my brother for my birthday they kicked him out because he complained about waiting for his drink I was unfortunately running late , all staff seemed to be doing. were just clearing dishes I rang my brother to say just hang on till I get there but they misconstrued this conversation with me over the phone as him just trying to stay longerI. I called in to talk to them and was ganged up on by 3 members of staff and told he was abusive I was actually on the phone with him when they kicked him out, I think they were out of order , I heard the whole conversation . My brother has been drinking there since it opened , he unfortunately is a alcoholic and has mental health problems but there was no need for the way he was treated today. Everyone in there knows him so why all of a sudden is he a threat . Someone obviously got out of the wrong side of the bed today. My 60th birthday celebration with my brother is now ruined ,and I myself felt intimidated by the amount of staff that surrounded me and all felt like they had to join in. Initially I was talking to Amy but then two other members of staff got involved , one of them was at the other end of the bar but felt the need to join in the conversation and said that he is always abusive, if that’s the case why has he been drinking there since the day it opened. I myself work in hospitality so know the challenges that we face daily , but there was no need for the actions today , especially as my brother spends a lot of money in there. Oh an the littler grey haired woman Jane I think she’s called, felt the need to put the boot in is a joke, why she’s even working there is beyond me, no customer service skills at all. Oh by the way I am your...

As a full-time wheelchair user and paraplegic I normally have trouble getting into most places but it was easy to get in, I got there at 11.40am and expected the breakfast serving to be over, but the app let me order the large breakfast and a refil coffee, the cup came moments after I had paid, I went to get my coffee and before I had got to the table a nice guy had brought my breakfast, I was very surprised at the speed it took them, he asked if I needed any sauces, I said all was OK, and he rushed off, and he was in and out all the time taking plates of food out. The breakfast was the best I have ever had in a wetherspoons and I have been to a lot all over the UK, the eggs were perfectly dippy the bacon and sausage cooked to perfection, the toast was perfect, half way through the guy turned up and asked if everything was OK, told him it was great, he seemed genuinely pleased to hear it. Shame it's 100 miles from where I live, and I was only passing on my way back home, I will definitely go again when I'm up...