This is a copy of an email sent 48 hours ago after a disappointing evening. As I have not received a reply, I now feel it is appropriate to post on this forum for others to see......

I am extremely disappointed at the service we received tonight at your establishment for several reasons.

Firstly, 2 diners from a booking of 6, who ordered pie of the day, received their food and the pie was only lukewarm. When mentioned to the waitress, they were swiftly removed and we waited for fresh ones to be prepared. The other 4 diners carried on with their meals. When our new meals were brought out, the man serving them apologised and said he had suitably chastised the kitchen. We were not offered another drink or anything whilst we were waiting.

Secondly, when my mum went to pay the bill, there was no reduction for our inconvenience.

Thirdly, when I asked a gentleman if he was the boss, and explained my dissatisfaction about the events of the evening, he said he would get the manager to come and speak to me.

Next thing I knew, the same gentleman returned with a card for me to email or phone next time I came in and they would sort something out. I asked where the manager was to be told he was too busy to come and speak to me. I replied that as I wouldn't be returning, it was pointless giving me the business card for a deal on my next visit.

How disappointing that no-one from management was available to speak to me. Surely a manager should be available to deal with customer queries and/or complaints?

It is too late to offer any form of apology or reduction now, the moment has passed. But surfice to say we will not be returning and will not be recommending our friends and family.

Oh and an aside, the fire exit in the restaurant is blocked by a table, I am sure that is highly illegal?