The Picturedrome — Restaurant in Great Britain

I have never written an online review but today after I decided to take my son for a burger at the Picturedrome and the appalling customer service I received I felt it was the only way to be able to share the experience. My original thought was why not take advantage of their midweek munch offering a 50% discount across the entire menu. As always service was efficient and pleasant and we were looking forward to our meals.

When the food arrived one of the burgers was significantly more salty than the other. I am a person who enjoys a decent amount of seasoning and the burgers I have eaten there in the past have always been fine. However on this occasion one of the meals was beyond well seasoned and for me at least bordered inedible. I totally appreciate that these things happen in a kitchen and I thought once I brought it to the attention of the staff it would be rectified and either a replacement or a refund would be offered.

The first person I spoke to went to great lengths to tell me that he worked in the kitchen and how they might have come from separate chefs and that might account for the difference in taste. He left the conversation to put some plates down and a manager returned in his place. I was given the whole spiel again about the burgers been made to a specific recipe, how they were the most popular item on the menu, how they would be from the same batch so couldn't differ in flavour so much. I was not disputing the first points but my point was that I was not happy with the salt content and couldn't eat the dish and this issue was not addressed at all. I was offered complimentary drinks but as I had a full glass and my son being under 5 was not drinking this seemed like an empty gesture. When I said how disappointed with the service I was the guy said he would refund the meal but not before I had had to argue my point in front of three tables of other diners, which I felt was absolutely ridiculous. He then left to issue the refund only to come back to tell me he has had a word with the kitchen and went into how the burger was from a homemade recipe and it was about personal taste. When I said he should taste it to see, he actually took the time to return to the bar, get a fork and taste it in front of all the other diners and told me there was nothing wrong with it.

So not only had the issue of me not being happy with one of the meals not been addressed. My palate had been bought into question, the refund that was offered after me highlighting certain points was not issued and I was once again offered complimentary drinks which I had already declined.

Mistakes are made and I totally agree that taste is a very personal thing but in my experience of dining out if a customer is not happy with elements of a meal it is replaced and/or refunded with no discussion. The risk of a bad reputation for most customer facing businesses would be incentive enough to deal with the situation ensuring the customer came away satisfied with the resolution. The Picturedrome staff failed to do this. Even after I mentioned that I was a supporter of their business and l that I had sent many people in to eat and that I would be sharing my experience on social media they choose to let me leave unhappy having only eaten one meal but paid for two. And all of this on their 50% off day so in effect they were quibbling over about £4.50! I think this is shocking customer service and I can say that I will not be eating there again. I most definitely will no longer be recommending it and hope this review will give others cause to think about their decision to support a business that does not value...

I took my family for a mid-week evening meal. Three had burnt burgers. The buffalo chicken wings were also burnt. My chicken and broccoli alfredo was basically penned pasta smothered in grated cheese. Not great. I ate three quarters of it before I chewed on something absolutely foul. It was supposed to be chicken but it tasted like rotting mackerel with a dose of insecticide. I had to spit it out. It left a disgusting oily/metallic taste in my mouth for the rest of the evening. I can only assume that insecticide like cockroach killer had got onto the chicken. I complained and the young man (manager?) took the offending food away and offered me a drink, which I declined. The bill came and my 'meal' was on it. I informed the young man that I didn't want to pay for my meal as I had to send some of it back due to there being something disgusting in it. I was surprised that he started arguing that I should pay for the bit I had eaten and he would give me a discount for the sickening portion I had sent back. I pointed out that my whole meal had been ruined and I was concerned that I could be ill due to whatever I had eaten. This culminated in him writing a new bill, minus my food charge. He threw the bill on the counter and walked away in a huff, obviously not happy at my complaint. Appart from that, the waitress was extremely pleasant and...

Went for comedy night, show started at 8.30 so ordered food at 7 with the aim to finish eating before the show started, an hour and a couple of enquiries later we finally get our food and only just manage to finish before the show started, would have been even more peeved if we had paid full price (They have half price mon-thur, although after we ordered they changed the menus on the table so that only the full price menu was on the tables!), food was nice but an hour wait for carbonara, it wasn't worth that long a wait! We hadn't been told at time of ordering that there would be a long wait and we didn't even get an appology for the delay! Show was good though, apart from the middle act, but that's pot...