Sutton Wharf — Restaurant in Hinckley and Bosworth

As regular visitors we appreciate that things can go wrong occasionally. More than once our order has been delivered elsewhere whilst we waited, even with table numbers. Today there was no cod (not unusual) we ordered our drinks and second choice food. The drinks arrived but 45 minutes after ordering, no food. I went to investigate. A waitress checked with the kitchen and told us 90 seconds. 5 Minutes later the food arrived. The fries were tepid and the quiche dry. By now we just wanted to eat in peace, it being nearly 3:00 pm a very late lunch. We were approached by another waitress and asked if we were the people kept waiting. We said we were. The waitress said "You should have been told there was a 30-minute wait for food when you ordered" She made it sound like it was our fault, even though we had waited 50 minutes for not knowing there was a delay. No apology. I asked her to leave so we could eat in peace. There was no point in discussing this further. This was one disappointment to many. We shall not be visiting for a while. Had the waitress apologised immediately, and offered us a free drink, as clearly something had gone wrong, the outcome could have been different. The apology and the free tea or coffee came after she had tried to blame us for not knowing we were expected to wait 30 minutes, we had waited 50 minutes. During our wait we witnessed customers arriving after us being served with food. A very poor customer experience made worse by an attempt to shift the blame on to us.

29/7/22 Having read the response I am disappointed that the director has chosen to ignore the facts and to create a fallacy. Yes, it was busy but by their own admission the wait was 30 minutes not 50 minutes. No one had approached us to reassure us that our order was being prepared, they had the table number when we ordered. Even if busy that should have been the case. We had ordered fries which would need to be cooked but the quiche was cold and yet we saw several tables, who arrived after us, served with hot food before us. I can only report the facts. Once the food had arrived and we had started to eat a supervisor arrived. There was no apology for the wait or that I had to enquire about the food. Instead, we were told we should have been advised that the wait was 30 minutes. I explained we had waited for 50 minutes. There was no explanation. I said that now the food had arrived we would like to eat in peace and there was nothing else to discuss. Thanked them for their attention and returned to my meal. At that point free drinks were offered. I politely declined as we did not want more drinks. The offer was made again and at that point I asked the supervisor to leave us in peace to eat our meal, to go away. We did not want free drinks. At no point was I or my wife abusive, rude, or even unpleasant. I did not raise my voice and so I fail to see how any customer could hear the conversation well enough to comment. I have explained that we received no immediate apology and instead of recognising a failure to build a good customer experience the director has decided to endorse the behaviour of the supervisor. Handled correctly situations such as this can have positive outcomes. This was not handled correctly and making accusations will not resolve the underlying problems inherent in the business. I said above that we have waited patiently in the past because our order, on more than one occasion had been delivered to another table. Yet we continued to support the venue, sitting outside with our dogs in the Winter as the hospitality sector was seriously damaged by the recent Covid-19 pandemic. I didn’t expect thanks, but I also did not expect to be accused of being abusive. Having worked in a customer service industry for over thirty years before I retired, I know how to complain and how important it is to remain calm and polite. The response does little to improve the impression this revue will create in potential customers as well as losing us...

We have been twice since it re opened for outdoor eating. Both times the staff have been so warm and welcoming. The food has been very yummy too. This time it took a long time for someone to actually give us a menu and take our order. I think maybe a different system to see who has been waiting a while is needed. In the end I asked a lovely lady who was clearing tables if we could have a menu as another lady had come out with a supply of menus, given them to one table then had walked in again. This lady said she would send someone out straight away. Someone did come out straight away but headed to the couple next to us who had just arrived. She gave them menus, took their order then walked inside again, when there were us and another table who had already been waiting for menus for about 15 mins. It is a shame as once the food was ordered it came out really quickly and to a very high standard, but as we were eating there were more families waiting for menus whist others were served straight away. Can't blame the staff at all, maybe they need someone to just be based outside giving menus out rather than having to disappear inside...

We visited today in hope of trying breakfast. We arrived about 10 minutes later than their cut off but the wonderful staff managed to check and honor a late breakfast for us! Our initial disappointment immediately lifted! Service was very good from friendly staff and lovely atmosphere. Huge choice of drinks from tea (tea pigs), fresh coffee, freshly squeeze OJ or even the choice of lager or IPA on tap! The full English breakfast choice was small or regular, so we both went for regular. Very reasonably priced. What a great portion size and perfectly cooked, freshly sourced ingredients. I understand they use Owen Taylors which reflected in the quality. Sausages and bacon were delicious. The black pudding I think is home made and the best I have ever tasted. Softer than usual but incredibly delicious. The egg was perfectly cooked too. Everything was piping hot and served on warm plates.

An absolute must visit if in the area. Lovely inside and loads of outdoor seating alongside the canal too. 10/10 for breakfast so will be returning to try lunch next time and a...