Toby Carvery Old Windsor — Restaurant in Great Britain

Myself and my four friends had quite possibly our worst ever customer service experience this afternoon.

Firstly, when we arrived at the restaurant and sat down we were not greeted by a team member nor were our drinks orders taken. After 10-minutes or so we all went to get our food and then after being half way through our meals finally we were approached by a staff member.

We informed the waitress that each of us had a voucher for a free drink under one of their promotions, and asked what drinks this included. The waitress explained the range of drinks available and we all placed our orders under the premise that these drinks would be free.

When the bill came we noticed that we had been charged for the drinks, but assumed that this was an error so we questioned a different waitress. This waitress informed us that the promotion was only valid for one person at the table. The waitress with whom we placed our drinks order neglected to mention this, we assume that she was not clear on the policy herself. After telling the staff member this she went to speak to her supervisor.

The supervisor, who's name is Pankaja, came to our table with an awful attitude and. was very defensive despite us just trying to explain the situation politely. Pankaja hastily dismissed our point of not being informed about this caveat in the promotion by the other waitress, and said that we did not inform the waitress that each of us had a voucher (although we explicitly did).

After having a look at the vouchers T&C's, we saw that it said: 'this voucher entitles you to one complimentary drink with the purchase of an adult main meal'. We then questioned the supervisor further with this as there is no mention of the voucher only being valid for one person at the table. Pankaja dismissed this further and attempted to nonsensically explain that still only one of us could claim the voucher.

We then accompanied Pankaja to the bar where she asked another team member to read over the T&C's to which they said that the voucher is valid for each of us and not only one person.

No apology was made by Pankaja or any other team member for this misunderstanding and the blatant rudeness that we faced. Pankaja continued to be rude and stand-offish with us when we were paying despite us never reciprocating her disgusting behaviour.

Safe to say we will not be returning which is a shame as we were all previously huge supporters of Toby Carvery. Perhaps it is time we give the Harvester down the road a chance.

I look forward to your response to my review regarding any explanation for your staff member's behaviour and the action that you will be taking to ensure no other customer has to experience what we did.

Kind...

We recently had the pleasure of dining at the Toby Carvery restaurant, and I must say, the experience was delightful, thanks in large part to an exceptional staff member named Susanne.

From the moment we walked in, Susanne greeted us with a warm and inviting smile. Her friendly demeanor instantly made us feel welcome and set the tone for an enjoyable dining experience. Throughout the course of our meal, Susanne consistently went above and beyond to ensure our satisfaction.

What truly stood out to me was Susanne's incredible ability to engage with our children. She went out of her way to make them feel special, interacting with them on a personal level and making their visit truly memorable. Our children were absolutely captivated by her warm personality and genuine interest in making their experience unforgettable. Susanne's attention to detail and child-friendly approach truly set her apart as an exceptional member of the Toby Carvery team.

Not only was Susanne fantastic with our kids, but she also provided outstanding service throughout the entirety of our meal. She was attentive to our needs, regularly checking in to ensure we had everything we required. Susanne's knowledge of the menu was impressive, as she graciously answered all our questions about their offerings and made excellent recommendations.

In addition to Susanne's remarkable service, the Toby Carvery restaurant itself was remarkable. The cozy atmosphere, accompanied by the delectable food, made for a wonderful dining experience. The staff, from the hosts to the servers, were all friendly and efficient, creating a truly welcoming ambiance.

Overall, my family and I had a phenomenal time at Toby Carvery, thanks to the unforgettable service provided by Susanne. Her warm smile, genuine friendliness, and ability to connect with our children made our visit incredibly enjoyable. I highly recommend this restaurant to anyone seeking a delicious meal, welcoming atmosphere, and exceptional service. Thank you, Susanne, and the entire Toby Carvery team, for exceeding our expectations and ensuring our experience was nothing short of...

I can say unequivocally this is the worsed Toby Carvery myself and my family have ever been too.

We booked online and when we got there we were seated straight away. The waitress asked about drinks and food and this is where the positives stopped.

My young children wanted to order from the childrens menu. So for those who don't know, the base food is delivered (i.e chicken burger) and you have to go and get the side dishes from the carvery.

This wouldn't have been a problem if the queues for the carvery weren't 25 minute plus waiting times. I was able to get my food pretty sharpishly. However, my partner was stood in the line for 10 minutes at the back before it had even moved a inch.

The person behind the carvery is heavily over worked, and it seems the same for the waiting staff as they are running around like headless chickens.

By this time my partner was sick and tired of waiting, I had already finished with my food and the kids were sitting there hungry.

We asked for the bill and we waited for around 10 minutes and asked again... finally after 15 minutes we had to approach the main desk to find them discussing our receipt because my partner has been quite vocal about what she was going to pay for.

The supervisor was apologetic but full of excuses. The excuse was "this is what every toby carvery is like" ???. We explained that we live in the West Midlands not in the sticks, and our Toby Carvery is 10× better than this one. She continued to make the same excuse...

She explained that she had taken both of the Adult Carvery's off the receipt. She had kept the kid's meals on the receipt. Even though the kids had nothing other than 6 chicken nuggets, and the other one chicken burger. No sides, no dessert, etc. So, my Partner and kids left Toby Carvery last night hungry.

I think that this Toby Carvery needs new Supervision / Management. Sadly I recommend you stay very well clear of this Toby Carvery. Find something else near by for...