Absolutely disappointing visit and would never return until they treat customers with respect and provide actual customer service!

This experience is beyond what I’ve ever received in a restaurant before for mistakes of the staff.

There is 6 people in our party. We arrived at 8:10pm and were told when walking in that last orders for food was 9:00pm. And again told this when being seated at the table.

Once seated, a waitress then took our drink order quickly and then said that we need to order food as last orders were 8:30pm. This wasn’t what we were expecting and didn’t really have chance to browse the menu. We then felt rushed so started to place our food orders. Not once did anyone ask us if we have been before or needed any help, just more hurry up as we don’t want you here it felt more like.

With this, we started to order our food quickly. Unsure of what comes with our meals, we asked numerous times what comes with our hotdogs or burgers to be told “Sweet Potato Fries, Wedges or Normal Fries”. 4 out of 6 of us chose Sweet Potato Fries as these were an option give and told come with the meal. I was last to order and as feeling rushed, I couldn’t decide on the burger so asked if they did chicken which I was told yes and then I asked about what comes with it to be told clearly “Sweet Potato Fries, Wedges or Normal Fries”. I said is there anything else like Tator Tots which they said wasn’t an option so I went for Sweet Potato Fries. Clearly confirming this was an option that comes with the meal.

After this, we got our food and not once did anyone ask us how our food was until we had finished and asked “Are we finished and how was the food?” I didn’t eat my Sweet Potato Fries.

We then asked for the bill and when receiving the bill, I was shocked to find that 4 meals had a surplus charge of £2.50 each because of Sweet Potato Fries. I asked why we had been charged an extra £10 when they told us they came with the meals and the waitress just couldn’t answer so walked off to get someone else. They never returned and were greeted by a manager Annie.

This is when I am completely shocked. They did not come listen to our issue and continuously interrupted us to say that we had eaten the fries and had to pay. We weren’t disputing paying, we were disputing the extra charges. We told Annie that we had been told numerous times that the Sweet Potato Fries came with the food. She said well the menu clearly says there is a charge of £2.50 for them. I asked them to show us and I said we have never been before and were rushed so asked for advice from your staff to tell us what comes with our meals. She just said well you’ve ate the fries and you have to pay. I said that’s not the issue, why should we have to pay for something that we were told was included with the meal when clearly it wasn’t. She just went on the menu says it and you’ve ate it so you have to pay. I said you would rather argue with us than admit any mistakes and told we can speak with HR. Never heard this before in a restaurant.

The manager Annie also said that no other customers have complained about the issue with Sweet Potato Fries so must be us. Yet reading the reviews, I can see this has happened before so complete nonsense from the restaurant.

We gave the manager the benefit of the doubt that our complaint would be passed to HR who will contact us to resolve the issue. But 3 days later, I received an email saying that they believe their menu is fair pricing but no mention of the rude customer service from the manager nor the issue we had with being charged extra.

For me, it’s the principal that we were charged extra for a mistake the restaurant made and to refer back to a menu when we was rushed and asked numerous times what comes with our meal to then say we ate the fries so we have to pay is beyond a joke. Absolutely poor customer service.

I think staff need retraining on extra charges for items, to be welcoming to guests and to ensure that when taking orders they ensure guests are aware what options are available. I would like my refund!