Old Colliery — Restaurant in Great Britain

FAO The Customer Relations Manager Dear Sir/Madam

I am writing to express my extreme disappointment and dissatisfaction with the service I received when attending the Old Colliery restaurant at Shawfair Business Park, Edinburgh on Thursday 2nd November. I was accompanied by family members, my wife, my son, his partner and my 5 year old grandson.

My wife ordered the Chicken Masala from the menu. Soon after our order was taken I noticed the Grill & Drink Meal Deal offer on the menu at £12.50. My wife immediately spoke to the waiter and requested the order change and the waitress agreed that it was fine to do so. However at this point my wife was not informed that the Lime Cordial Glass was not included with the Meal Deal and which was later itemised on the first and third bill. This was despite the fact that more expensive alcohol drinks were included with the meal deal and could at least have been offered when the change was requested. Also my wife did not order Extra Peppercorn Sauce. She was asked by the waitress if she would like a sauce with the steak. She agreed, assuming that it was included with the meal deal. This appears on all 3 wrongly itemised receipts charged £2.

At the end of the meal we were presented with the first wrong bill.(1) This bill charged for 2 items we did not order or receive. Namely :

1. Lemonade and Lime Cd £3.30 and
2. Strongbow PT £4.40. Confusingly, the 8oz Rump Steak £13.25 and (Extra?) Peppercorn Sauce were also itemised. The Grill and Drink £12.50 also confusingly itemised as a --£5.15.

After discussing the confusing and erroneous first bill with the waitress, we were given the 2nd wrong confusing bill.(2) We then spoke to the Manager who did not initially introduce himself. I had to ask for his name (Sam) and no surname was offered. He appeared disinterested in listening to my point of view. Incredibly, during the discussion he walked off and I was left to follow him to the till point in a continued effort to resolve this distressing situation. A 3rd wrong bill (3) was produced by the manager.

For good measure the beans I was served were cold. On mentioning this to the waitress, she returned from the kitchen with a small pot of hot beans. However the cold beans were left on my plate throughout the meal.

I must add here that, feeling upset my wife left the restaurant with our grandson in order to avoid the child witnessing an upsetting adult argument.

In attending the Old Colliery restaurant, we all anticipated a happy pleasurable family event. It is difficult to understand why a simple honest restaurant bill could not be provided. It is also difficult to explain impolite handling of a genuine complaint. The whole family evening was destroyed.

I hope you will attend to this complaint in a professional manner so that a similar situation does not happen again with other customers. Any compensation that you may kindly offer, we would be happy to accept.

Yours Faithfully

Norman Murphy. Please...

It's an ideal location for kids as there's am enclosed play park but the food and service was shocking. We ordered starters and mains. No cutlery was dropped in advance and our starters came out and we had to wait after they were dropped another 5 minutes for the cutlery. We ordered Mozzarella sticks and ordered 1 with no relish and they all came out plain and not as they were advertised with rocket, relish and chives. We weren't told on ordering there was no relish and had to ask for this and we got sweet chili as an alternative but would've been nice to know in advance. Presentation was not good as it was just 3 Mozzarella sticks on a white plate as there was no salad given. We waited about an hour and then no sign of the mains. My 3 year old daughter has chicken dippers and chips. The dippers were brown and over cooked and I counted 7 chunky chips on the plate. She ate the chips and left the dippers because they were too hard so I basically paid a 5r for 7 chunky chips. Portion size is shocking. Youd get more in a happy meal for less the price. Also when the cutlery was dripped to us there were no knives. We had to ask about out mains and we were told because we were sitting outside they had forgot about us. No one was coming to check on us to see if we were OK or needing more drinks etc. We all ordered a roast. Upon ordering we were not notified there would be several items missing from the roast dinner and we were told when the plates were in front of us. We paid for extra large portion and extra Yorkshire puddings. I got 1 normal one and a tiny thin one as my "extra" one. There was no cranberry sauce served with the turkey and 1 tiny roast potatoe each. Apparently they ran out of them too. The gravy was tasteless and cold and overall the dinner was cold. We ate it because we were starving but the portion sizes here were also tiny. Usually I can't finish a roast. Won't be going back again for food. Poor quality and...

Went with my husband to meet up with my brother Mark and his wife for a catch up as they were down from montrose for the week. We meet up as they have a dog and we have two cats and also nice to have a meal. The old colliery has a new menu since we last went and it is a I think a lot better. They had starters , breaded mushrooms, prawn cocktail, and think a garlic bread thing and they all enjoyed it. Mains I had hunters chicken with sweet potato fries, and peas instead of salad and was beautiful , I cleared my plate which I don't normally do, also this was part of a special deal, you can choose from a selection of meals from about £7.25 to £8 and get a starter for £2 and desert for £2 from the special deal menu. I ordered the mushroom starter from my special deal menu and my brother had that as I wasn't having a starter and was £3 cheaper that way. Shug had burger chips, caroline had korma curry was on the Wednesday deal with a drink for £9.mark had sausage and mash meal, everybody really enjoyed there meals. I wanted a desert so had jam sponge and custard from my deal menu and they also decided to have desert, lemon cheesecake, and two sticky toffee with custard and teas all round. They brought the dog a bowl of water and gave her quite a few strokes too ! The bill wasn't extortionate for what we had ! Please go and try , the staff were great and friendly. We will be coming here alot more often now. The new menu is a great improvement and must say the chef did...