Toby Carvery Cooper Dean — Restaurant in England

Management/'Owner' DREADFUL!

If it wasn't for the two fabulous Chef/Carver my review would have been dreadful. I urge you to read on before coming with anyone with a disability...

Upon arrival the carvery was VERY quiet. We asked for a booth as we had two disabled & neurodivergent children with us who were both having an episode at the time. We were informed there were no booths available as they don't have any and the one that was there and empty (in front of us) was kept for an overflow of awaiting customers! (The place was dead and no customers were waiting at 3.45pm!)

I asked could we please sit there explaining our situation and the help it would be with children with sensory needs but was categorically told NO regardless of disabilities!

I then explained my son's complex eating issues but I was told there were no Yorkshire pudding wraps available, melt down pending I explained he would only eat a slice of meat and a y.puddin' I asked if I could make my own 'wrap' and asked how many Yorkshire pudding I could have on a child's meal and how much meat was included to fill it.

Anyone with a child with sensory eating needs knows how hard eating out can be so anxiety was running high and I was praying dinner could be as easy and successful as possible. Anyway, I was told by our server that I could squash 1 Yorkie and add a small amount of meat. It was also mentioned I'd bought him to the wrong place if he didn't like potatoes or vegetables! 🤦🏻‍♀️

Anyway, upon talking to the chefs (Jake and Chris M) they couldn't do enough to help and came back with "we can do little man a wrap. Tell us how he will eat it and give us 3 minutes" MELTDOWN AVERTED and a very happy little boy who actually ate his meal.

The wrap was fabulous and the chef even came out to check it was ok with my son asking for a high five!! What a credit to the company. This is the reason I gave the food component 5 stars!

However, whilst waiting for the children to eat we decided to do a Google review and upon writing it we found two empty booths away from the front entrance which we couldn't originally see and the original booth we were told we categorically couldn't use was now seating (restaurant still quiet) a table of six having their meal.

I asked to speak to the same manager/owner and asked why he'd allowed another family to eat there and not us, explaining again our needs etc. He insisted the family had booked but when I challenged him had they booked that table he said no they had made an exception and seated them there.

There were loads of large tables available, so why could they use a table we had been told was solely for an overflow of customers?! Surely we had a need?

I calmly and politely challenged him. The management response was "we seated you and you were happy with that. (We weren't and moved) You're welcome to leave a Google review but it will be one of us, well me actually replying to you!"

I hope Mitchells & Butler are aware of how their chain is being represented. Toby Carvery, is this your policy on...

Christmas day just passed, myself and my daughter had the Christmas meal at the restaurant at cooper-dean Bournemouth. Disappointment was an understatement. It was so disorganized the nobody had a clue what other staff were doing or where they were supposed to be. We arrived just before our booking time of 15:15hrs to be told we could not sit at any table yet and can we get a drink at the bar and we would be called when a table became available, We found a table in the bar area and we waited and waited so I called over to a waiter to ask if we had been forgot or something and it turned out the family on the table next to us were waiting to. Thanks to the waiter that what seemed to be mass panic as him and another waitress and what seemed to be the manager that day asking us to stay at the table we were at (this not what i would call the restaurant part) and setting up knives and forks for us and the family waiting on the other table. The waiter ask about our starter to which I explained that we didn't want the stater and there was no way to not order it on your website and to not bother bringing it out to us. This was getting to 16:00hrs now and not had any food yet, my daughter said "Dad I'm getting hungry". To that end we went to the carvery to get the main meal. There were Two carvers cutting the meat but they seemed to be bickering about something (all in front of other diners I might add). I finally got served with two small slivers turkey and gammon with mini sausages that looked like pigs with the blankets removed. Got some veg with no problem but when we got to the gravy table there were just three big empty pots were gravy used to be. we got some gravy after a waitress went and got some more. Got back to the table sat down and started eating our meal to be greeted by our waiter with two starters on a tray. to which i said "you might as well take them back cause i told you we didn't want them". so he left them on the end of the table and walked away. I'm sorry to say that tasting the veg was not to the standard I've seen at the Toby in the past either, the sprouts and peas were hard, the mash potato was lumpy and to top it all off the gammon was rubbery/chewy, the turkey was fine but would of been nice to have been given a little more of it. The waiter took the plates away when we finished and the uneaten starters. he told us he'll take the starters off our bill, don't know how because we prepaid. We walked out very Deflated and disgusted on the whole experience. I know it was Christmas day and the staff don't want to be there either. But here my main point and it's a big one, the Toby carvery prides itself on being the “home of the roast” and the Christmas meal is the most single important meal of the year. The Toby carvery make roast dinners everyday so it's not like They don't know what you doing, but sadly they really dropped the...

I had an absolutely dreadful experience at Toby Carvery, Cooper Dean today. Being a bank holiday, the price was hiked to £14.99, which I wouldn’t have minded if the service had been even remotely acceptable. Unfortunately, it was far from pleasant .When I arrived at the carvery station, I noticed the lamb was completely out. I politely pointed this out to the carvery server, expecting a courteous response and prompt replenishment. Instead, I was met with shockingly rude behavior. The carvery server arrogantly waved the lamb bone in my face, as if to mock my request. His condescending attitude was not only unprofessional but downright insulting.Reluctantly, I helped myself to the other meats and turkey, hoping that the lamb would be brought out soon. When I noticed the carvery being restocked, I approached a different carvery server to explain that I hadn’t received any lamb earlier. What followed was even more frustrating—the second carvery server rudely informed me that because I had already taken the other meats and turkey, I couldn’t have any lamb. His dismissive tone made it clear that he had no interest in resolving the situation.I then approached a waitress, hoping for a more reasonable response. To my disbelief, she was equally unhelpful. She coldly suggested that if I still wanted the lamb, I would have to pay an additional £1.80 for a king-size plate. This was completely absurd—I had already paid for the lamb as part of my meal, and now I was being asked to pay extra for something that should have been provided in the first place.The entire experience left me feeling cheated and disrespected. To charge £14.99 for a meal and then deliver such appalling service is unacceptable. The staff's arrogant, dismissive, and downright rude behavior was infuriating, and it’s clear that customer service is not a priority at this location. I strongly urge anyone considering a visit to Toby Carvery, Cooper Dean, to think twice. Save your money and go somewhere that actually values its customers and delivers the service you're paying for. This place is a complete waste of time and money—avoid it...