Exeter (M5, Jn 29) Brewers Fayre — Restaurant in Exeter

Worst service ever! After a long 3 hour drive we arrive at 4:30, we are staying the the premier inn next door. So before we check in to the hotel I pop into the brewers fayre at ask to book a table for my wife and 2 year old daughter. I ask for the earliest time possible and the guy at front desk looks at his computer and tells me he has nothing before 6oclock, I tell him I have a young daughter 2 years old and 6oclock is getting abit late for her we really need something earlier and ask if he could squeeze us in somewhere. He looks at his screen again and tells me ‘NO’ Now ordinarily this wouldn’t be upsetting except the restaurant was nearly completely empty! I say to the young man are you sure your restaurant looks.. empty. He replies no I can’t fit you in anywhere the restaurants completely full because every table is booked out at 5 o’clock so by then it’s gonna be completely packed. I say ok no problem see you at 6:00. So we go check in next door, as we do so the guy on reception asks if we’d like to book in to the restaurant, I reply thanks we already have but was disappointed they didn’t have anything earlier. The guy then looks at me strange as asks what time I’d like, I say 5:30 and replies all done for you sir. I ask if he’s using a different system to the one next door (thinking he can see something they can’t) and tells me no the same one, he says he doesn’t know why next door wouldn’t book me in they are nearly empty. He then showed me his computer and says at 5:30 they only had 8 seats booked out with 24 left so there’s no reason they couldn’t take my booking. Roll on 5:30 we turn up and say we have a booking at 5:30 and the same guy on the door looks at me and so no it’s at 6. I then politely explain next door rebooked us in at the earlier time, he then staired into his near empty restaurant for a good minute whilst we stood their making us feel awkward as he replies your tables not free yet follow me. I’m assuming he was referring to the 6 other people in the restaurant, he then sits us down in the nearly empty restaurant where we eat. After we finish (around 6:30) the restaurant was still near empty. Absolutely crazy, was I discriminated against (because that’s how I felt) or was this staff member trying to make brewers fayre bankrupt by turning away customers they could easily accommodate. Winds me up, we would...

So disappointed with the visit here today. We arrived at 4:15 to be told they would not be able to serve food until 5pm. This wasn’t a problem as we had a long journey home and decided to enjoy a rest while we waited. Unfortunately we were unable to place the order until 5 and this is where it went down hill very quickly. The staff member taking orders had her name badge turned around and was extremely rude. Her boyfriend was sitting at the bar which seemed unprofessional, maybe she was trying to look good in front of him? We asked questions and decided to get the reward card but we’re not advised that we could enjoy 50% off mains on our first order. She didn’t even ask if we wanted to use the card to gain reward points. We went back to the table and registered which immediately brought to our attention the benefits we could have received. When we asked about this she was very rude and basically said that it was our own fault. There were 5 adults and 1 child in our party so it would have been nice to benefit from the rewards that Brewers Fayre have to offer. When the food came there were thing’s missing that we had to ask for and one meal was served at least 10 minutes before the others so he had basically finished by the time the rest were served.The table next to us were so disgusted with their own issues with staff that they left without eating and went to get a refund. We asked for a refund as soon as we registered and before any food was served. We asked if we could order again using the new membership deal but were told they wouldn’t do that and we would still be charged regardless of staying to eat. The whole experience was very poor and spoiled the day out we had just had for the youngest of the party’s birthday. We found out before leaving that the person we dealt with was called Lydia and was supposed to be in charge. She needs customer service training before she puts any more customers off using Brewers Fayre. None of us will ever venture into this particular branch again because of this and I hope that Brewers Fayre note the need to remind staff of how to treat customers instead of promoting a bad reputation for the business which will be...

Booked a table at Exeter brewers fayre, we've eaten at many other brewers fayre before and quite like it. However, the Service was fairly questionable from the start. We arrived at 16.05 approx after sorting out car parking. Walked in to a practically empty restaurant. Went up to the bar. We were told, we're quiet so sit anywhere, so we did and then went up to the bar and waited a fairly long time to order which is fine.. We ordered 4 plates and waited. One plate came out, followed by two.. a smothered chicken and mixed grill. Still waiting for one.. and then we realised no chips on the smothered chicken. I questioned JOSH, the manager, where the other plates were and why we have no chips. He said 'chips were an option' and I had not specified. I said well it's on the menu and he argued but then eventually after I showed him the menu he went and got some chips for my wife. At this point we are still waiting for a second mixed grill. I went up again and asked a chef, who'd just come out of the kitchen, who went and checked. He came rushing out a minute later and apologised for the mess up. We waited a further 20 minutes ISH and josh bought it out and put it down. We asked if we were due anything as we'd all had to wait etc and my food had gone cold by now etc. to which he said "it was just held up in the kitchen, I can't exactly just give out discounts like that" and he then nonchalantly walks away, despite the fact that one of the chefs had just apologised for the mess up and said they had missed the ticket.

We found josh to be less than bothered about service quality and at points, rude having had to go the manager and be a "Karen" type just to get the meal we ordered... I'm not one to make formal complaints normally but we all feel very hard done by having handed over circa £34 and £24 for our food that was late, incomplete and without service.

This is also overlooking the fact hat here were ants crawling around the edges...