Moorhen — Restaurant in Harlow

There were six adults meeting up for a pre birthday bash and chose The Moorhen as it was equidistant for travelling distances, the general atmosphere was get good and the table chosen was perfect being round we were all able to talk and interact with each other comfortably, the waiting person took our orders for some drinks and when they arrived we then set about choosing the meals, my wife and I chose from the lunchtime menu as was the most cost efficient although some of the other party chose from the standard menu, we waited for about 15 minutes before the first course was brought to the table and although the garlic mushrooms that I ordered were less than appetising in appearance I ate them not wishing to complain, they were overcooked dripping in oil, the main course arrived which for three of us were steaks with a patty of flavoured butter on each steak, not one of the steaks were even warm enough to melt the butter patties, we called the waiter to say that they were only just about warm and almost cold, she apologised and took all three away, these steaks were all requested to be cooked medium rare but when they were brought back to the table all three steaks were overcooked but at least hot, the accompanying vegetables on the other hand were now just about lukewarm and the aged 12 ounce steak that my brother ordered was very tough and riddled with gristle. Coffees and deserts were ordered by just two of the party and we tried to put behind us the disappointment of the food that was put before us. When the bill was brought to the table it was decided that as one of our party had an eight percent discount voucher that they would pay for the whole meal and we would sub-divide the bill a little later on and pay for our individual meals. A week or so had gone by before the individual payments were requested and when we were given sight of the printed bill it was obvious that some meals were overcharged for, meals and dishes that was ordered from the lunchtime menu which included a starter had been charged from the higher cost main menu, the differences were not terribly exorbitant but the fact that they chose to charge the higher prices was with everything else that we experienced very disappointing. We had agreed to make this meeting up a regular thing and had our experience been better we would have been happy to return at a later date but sadly this will not be the case and will look for another pub/restaurant that hopefully will be better. I think that the moral of this review is check your bills carefully before paying and if the food that is delivered to your table is NOT right bring it to the attention of the waiting staff and don't accept poor food whatever the cost, especially when spending in excess of £167 in drinks and food.

This is a repost of my original review that I posted on Tripadvisor and received a poor response, excuse and explanation from the manager of The Moorhen in which the manager explains that as our meals were already reduced due to the fact that we had used a voucher they felt it somehow necessary to charge the higher prices, this in itself is nonsense as the bill had already been created and printed BEFORE we asked if we could use the 8% discount voucher, besides if this was the reasoning then how was it that my wife's meal was not also subject to the same price increase?

Had the manager responded in a more polite and exacting manner or even apologised I would have accepted the apology and put it down to experience but now I feel that this kind of customer dis-service needs to be elevated up to Green King and see what they...

Your pub has always been one of our favorite places, especially because of the children’s playground and the lovely atmosphere in the garden on warm days. We have enjoyed many wonderful visits here with family and friends. On this occasion we visited your pub as a group of 7 adults and 3 children.

On this visit, as we have done many times before, we sat at a high table and tried to join it with the small neighboring table. The distance between them was no more than 20 cm — just a hand’s width. This was not a request to move furniture around the bar or to rearrange the space, but simply to join two tables that were already side by side. With a large group and children, even such a small gap is enough for food and drinks to be spilled, making it uncomfortable and impractical. Almost immediately, we were told this was not allowed. We explained politely that everyone in our group would be eating and ordering food, and that moving the tables slightly together was only to make the situation workable. Still, we were refused, with the explanation that this was the manager’s instruction. Naturally, we asked to speak with the manager. This was not in any way to disrespect the bar staff, but only to clarify the situation. In the UK, asking to speak with someone more senior is usually done to avoid misunderstanding, not to offend. When the manager arrived, we explained again: we are regular guests, we were a large group, and we only needed a very small adjustment — less than a hand’s width — so that we could sit together comfortably. The response, however, was still “no,” and we were told that if we wanted to eat together ,we should have booked in the restaurant area, because that area is “for dining.” At the same time, we were told that the bar area — where the menu is exactly the same and where guests are also allowed to eat — is somehow “not for dining and larger groups. ” This was confusing and felt inconsistent, especially since the bar area is more spacious and family-friendly in my opinion . So of course, we stayed, ordered food and drinks, laughed and enjoyed each other’s company — after all, that was the purpose of our visit. But the attitude we encountered was what truly disappointed us. The end result was that 7 adults and 3 children had to squeeze around a table for 4, with a pointless 20 cm gap between two tables. We want to emphasize that our request was very small and reasonable. It has been possible on many previous visits, and it would have made a big difference to our comfort. Instead, the experience this time left us feeling unwelcome — which is not the service we expect from a place we have valued and enjoyed so often. Unfortunately, it will take some time before we decide to return to what used to be one of our favorite places. Still, we hope this feedback helps improve the experience for families like ours in the future. Thank you for taking the time to read our feedback.

P.S. Reply to your reply : Thank you for your response. Once again, it shows a complete lack of interest — just as we experienced during our visit yesterday. My review is accurate, though it seems you didn’t even read it to the end. Please also keep in mind that your accusation regarding a “second negative review” is false and, in fact, defamatory — this is my first and only review. Perhaps more training in hospitality and customer service would be beneficial. I had hoped my feedback would be taken as constructive, but your reaction sadly proves it was a waste of time. Kind...

Hi I would like to make a formal complaint regarding the manager SARAH LIAM, she is an awful person and has the worst customer service ever! I attended you restaurant today with my two very young children who are 1 and 4. I asked if I could have a table outside and the gentleman told me that was fine and when I was ready to order to go the bar. I suffer with arthritis in both my knees and had to carry my little one up the stairs to get the bar order, after waiting 25mins in queue the lady told me she couldn’t take my order as my table didn’t have a number and asked me to go back down get a number and come back. I explained that I have two young children and I would need to carry them back downstairs and back up again and if there was anyone who can kindly help me and allocate me any free table I didn’t mind which one! The lady told me that was not possible and that I had to physically go down there myself to get a table and carry my children back up even though She can clearly see that would I would struggle to do this. I was very upset as that meant I couldn’t stay and would of had to leave. Sarah Liam the manager who showed of showed empathy as she could clearly see I would struggled completely refused to help and told me how staff are there not to this do this. I was completely disheartened and could not understand why someone would not help someone and I was not asking for a miracle or free food just that a member of staff allocate me a seat so I can take my children and not be in completely agony carrying them. This restaurant is not disability or children friendly or accommodating at all. You must be a truly horrible person inside to let someone else struggle and then be in shock when that person is left upset and angry to then tell them they are now refusing to serve me even though my children were screaming cause they were hungry! What a person!!!!! Honestly, change your management you might get better reviews and people coming back!

Perfect I am so glad there is CCTV cause I will asking head office for it, so they can see the events that lead to my anger and the refusal of help! I noticed Sarah has been done for bullying and I can definitely see why! I really hope there is, I also have witness who say the whole thing and is willing to give a statement. I look forward to hearing from them cause your...