Toby Carvery Chaddesden — Restaurant in England

Sadly it wasn’t that great of visit. It took a while to get the drinks although all the waitresses were lovely. The food however initially was appalling. I advised that I was gluten free but compared to your Sutton in Ashfield Toby the staff at Chaddesden definitely need some training. I ordered the melt in the middle but roast but wasn’t told it was ready. After waiting about 25 minutes I asked and was told it was ready. I went up to the food counter and after waiting for the female chef to come out which took ages I said that I had ordered the gluten free but roast. She was quite rude and then came back with a cold plate and a burnt and lukewarm nut roast. I said it was cold but she was very rude and said what did I want her to do about it and walked off. I decided to try it. The majority of the vegetables were either almost empty and shrivelled up or at the back of the hot plate was very hot with the spoons burning and unable to pick up without burning your fingers. The roast potatoes were hard and this was possibly because they hadn’t been cut up meaning they were too big to be fully cooked with the smaller potatoes. I then realised that I had no gluten free gravy so after waiting again for a chef to come out front which again took ages I asked for some gluten free gravy. I was told they only had vegetarian gravy and that was gluten free i said I didn’t think it was. Anyway the really nice male cook came out with a packet and said he could make me some fresh gluten free gravy which when it came out was lovely, however my food was stone cold. The lovely waitress then said she would do me a fresh one. A fresh nut roast came out with gluten free gravy and it was lovely. I went back and all fresh vegetables had come out. Eventually after an hour I received a really nice meal but sadly I would not visit Chaddesden again. They could definitely take some lessons in the importance of gluten free, customer service and cooking from the Sutton in Ashfield restaurant especially the female cook that was on duty at...

Formal Complaint Regarding Overcharging and Poor Customer Service at Chaddesden Toby Carvery Dear Toby Carvery Customer Services, I am writing to raise a formal complaint about a highly disappointing experience my family and I had at your Chaddesden branch. On our recent visit, we ordered 2 adult regular carveries and 2 children’s portions. However, we were incorrectly charged for 3 adult meals and 1 child meal. To make matters worse, children’s carveries normally include free puddings, yet we were still charged for one child portion, which should not have happened.

When we approached the bar to query this, we were met with dismissiveness and unprofessionalism. The waitress and the manager on duty, Carly, insisted we had ordered 3 adult meals and 1 child’s meal—something we firmly refute. We have visited this location regularly and have always ordered the same combination without issue.

What was particularly upsetting was the manager Carly’s attitude. She was rude, dismissive, and entirely unwilling to even consider that a mistake might have been made. Her exact words were, “You can stay here and complain for the next 4 hours if you want, I don’t care.” This is not the kind of customer service we expect from any establishment, let alone a respected chain like Toby Carvery.

We requested to speak with someone above her, only to be told that there is nobody above her and that head office was closed. We also asked to speak to the chef who served us, who could have verified our order, but were told that the chef was no longer on duty (at around 17:40).

Throughout this entire interaction, we were treated as if we were lying. There was no effort to listen, no attempt to de-escalate the situation, and certainly no offer of a goodwill gesture or even a refund for the overcharge.

We left the restaurant feeling frustrated, disrespected, and cheated. My concern is that other families with children may also be overcharged if they don’t thoroughly check their bills or take photos of their plates. This is...

This is my usual go to when passing through Derby and, is regular enough to have notice how service has changed towards its regular patrons. I ordered a drink at 10:45 / 11:00pm on Good Friday 2025 . I was met with agression from a member of staff calling herself Jess, she was sweating and panting … I was concerned that she might be unwell . Fortunately according to her perfectly healthy just on a diet that makes her sweats and gets out of breath. Once again I asked for a drink she refuse and said NO, I’m not getting it ! Can’t you see I’m breathless and turned away and her sweat flicked on me . Now I am concerned about Hep A, B, and C . I feel this behaviour needs reporting .

I have read the response asking me to phone to speak with Steph ? Question mark are you really Steph or Jess , instead of concern and an apology you defend bad service . If staff are unwell working with food, flicking their sweat and panting on patrons is not concerning to you, this is a reflection on the management and their standards are lacking. I do appreciate cheap labour is hard to come by however; one needs to be selective on hiring the right candidate .It is clear you do not want to apologise for the very bad experience I had to suffer from a member of your staff panting , sweating and refuse to serve a drink splashing her Sweat about . I now formally request an apology.

Once again I see a response, this time Lewis. I am amazed an apology is not an option for that establishment. I have stated factual descriptions of that evening. To call a complaint an insult and then defend behaviour problems from a staff member a right and valid response to patrons when asking for a drink seems to be at odds with customer service . When driving through Derby again I shall be going to Nico’s a lovely atmosphere with well presented manners and not breathless , panting and sweating . That was my experience . I understand you want to defend staff but the customer is...