Rexy Jack's BBQ Diner — Restaurant in Fermanagh and Omagh District

Got a takeaway from Rexy Jacks restaurant in Omagh on 15th October 2022. As soon as I returned home and tasted the kids chicken burger meal, I immediately spat it out as chicken was inedible and definitely unfit for human consumption. My daughter had the Wolfgang burger which had a number of different meats. She did not seem to notice anything that was inedible., The following morning, I contacted Chloe the manager at Omagh restaurant and advised of the uneaten kids meal and that the chicken was off. She immediately was defensive in stipulating that food standards are stringent and that the chicken could not be off. I diplomatically pointed out that irrespective of her dismissive claims that the fact remained there was an uneaten meal that I had agreed to bring to her and that she would refund for the uneaten meal. It was at this stage that she informed me that if the chicken was off then there was chicken in the Wolfgang burger. I immediately ended conversation to phone my daughter and the nightmare unfolded whereby my daughter had already been in contact with out of hours and was treated for suspected food poisoning . She was violently ill throughout the night. Given that the chicken was inedible and seemingly off in the kids meal, one can logically deduce that it was the chicken in my daughters burger from this resturant that made her ill. I immediately informed Chloe at Rexy Jacks who passed on her area managers details. A rather elusive chap called Liam who failed to respond to any correspondence. The samples came back eventually not showing signs of food poisoning however advised that it was most likely out of her system within 24 hrs of being violently ill and it’s unfortunate and somewhat difficult to prove food poisoning As a loyal customer who has dined on several occasions historically without issues, I had reached out again to Chloe and assistant manager Emma to try and resolve the issue and give them a chance to act in goodwill to refund the money paid for uneaten meals and another meal that seemingly made my daughter violently ill. I explained that given suspected food poisoning and uneaten meals, it may have breached food safety standards and therefore legally or as a gesture of good faith as a loyal customer request a refund rather than progress matters further for compensation due to personal injury. I strongly believe that given the nature of the complaint and uneaten food, at the very least should be entitled to a a refund after suffering from suspected food poisoning. The Consumer Rights Act states that food should have been produced with reasonable skill and care, be of satisfactory quality and fit for purpose. This clearly was not the case and if we had dined in rather than a takeaway costing almost £50, we would not have been charged for the uneaten meals. The attitude of all the managerial staff is one of avoidance. Unprofessional in saying that they will speak to other managerial staff snd Will call back within a day to no avail. It’s bad enough that this has happened but it’s your attitude in refusing to refund for uneaten meals. Since this incident, I have realised from looking at other reviews that I am not alone in my disappointment in inexperienced managerial staff who take a stance that if there is an allegation of suspected food poisoning they will not make any effort to engage or resolve the situation. Appalling customer service. STAY CLEAR. Show less Date of experience: 15...

I hadn't eaten here in a while, but decided to go one Saturday night a few weeks back, when we 1st arrived we were greeted straight away and seated straight away, no issues there, got our order taken promptly, again no issue, I decided to just have a main, my friend got 2 starters and a main, im normally a creature of habit when ordering, but I decided I would try thier chicken curry, with naan bread and mango chutney, when I placed the order there was no info about any changes, and as a point of reference in our duration of being at rexys we had 3 different servers, I was looking forward to what I had ordered, my friend had thier starters which went down well, I even tried some, it was lovely, then came the main, what I had ordered to what I was served didn't match up, no mango chutney or no naan bread, the dish was just plonked down in front of me by a new server who hadn't seated us or seen to us with starters or orders, when I looked at the dish at 1st glance it was more onions than meat and a slice of garlic bread, I asked the new waitress about the naan and mango chutney and was told that it doesn't come served like that, I said that it was on the menu, she said no it doesn't say that, I was a bit bemused by her attitude, and asked if she wouldn't mind bringing me a menu down, she left and about 5 minutes later a new member of staff came down with a menu and a story of that the chef had decided that he would change how he would serve the dish, I said OK, but at what point would a customer be told this, and also why has the waitress who was orginally asked for the menu not came down, I explained how the other waitress was quite rude and basically told me that I was wrong in how it came served, hence myself looking for the menu,there was no apology, or explanation as to the other waitresses attitude, or if I was ok with my food, which may I add was bland to say the least and as in 1st glance was more onion than meat I had 2 bites and left it. We were sat for ages after the mains were done with, eventually a staff member came back cleared our table didn't once ask if everything had been OK, asked if we wanted anything else, we decided to go for desserts as, well I was starving, dessert came it was lovely, then came payment, I was still annoyed over the waitress rude attitude so when I was at the till I seen she was at the serving hatch, back to us, she had seen us approaching the till turned away and remained with her back to us, I spoke to the waitress who had came to explain about chefs decision, she mentioned that the starters had been taken off our bill I asked why? Which I was responded with because of the confusion, I said there was no confusion I was treated rudely in fact an acknowledgement from the other waitress would be helpful, as to her attitude,sorry that can't be done, and im confused as to why my dish has been kept on when it was that dish that was the issue, no response, I asked who the manager was or were they around I was met with I can't give that information, I said really, I left very baffled, annoyed and well... ...

My Husband and I plus 2 kids have been here twice, the first time after being seated it was almost 20 minutes before our order was taken, during our meal not once did anyone check to see if everything was okay. After finishing we sat for a further 15/20 mins waiting for to be able to place a dessert order. The whole time while we were waiting the waiting staff were up and down sitting others, cleaning tables on either side and across from us (apparently it takes 3 staff to clear a table and clean it down) but would just walk past and ignore us till I prompted someone for a dessert menu.

We decided to give it another chance so we called in today again, after being seated (at the exact same table - 001 - it should have been an omen) our order was promptly taken, then the food took ages to arrive meanwhile our youngest was going crazy because he was hungry (we did ask for the kids meals to be brought on out when they were ready). The food eventually arrived. I had ordered a sirloin steak however no steak knife was supplied. Again we sat for at least 15-20 mins with the hope that we could order dessert. At that point we decided to go I went up paid the bill and left.

From working in hospitality in the past I can understand how sometimes things can happen or get overlooked especially if the restaurant is busy however I counted and there were only 9 tables in total that had people. So there was quite a high ratio of staff to customers and therefore no excuse for the...