Brewhouse & Kitchen - Lichfield — Restaurant in Lichfield

I'm not usually one to leave negative feed back, especially in the current times were the hospitality business is struggling due to the current times but unfortunately, you need to be aware. We came today as a group of 4 who had booked via the website. We arrived 15 minutes early as was able to sit straight down at our table. Our drinks order and food order was taken promptly. We waited over an hour for our food and there were allot of empty tables so we were a little surprised. After asking the waitress how much long our food would be the manager came over to explain that a group of 15 had just been finnish by the kitchen staff and our food would be next. We were offered free drinks as an apology. Fair enough. We were a little confused as the group of 15 came in at the same time as us and we assumed as a small group of 4, our order would be easier to process and get out quicker ? At this point we were freezing cold. Sat in a cold part of the restaurant I had to put my coat on as it was so so cold. There was a fire which unfortunately, wasn't lit. Wouldn't of minded an extended waiting time if it was warm but the cold made us even more miserable. Our food finally came out which was quite nice. The manager offered us free deserts as an apology but we were just too cold to stay and take their kind offer. When asking for the bill whilst sat at our table the waitresses asked us what our table number was. Nothing on our table go identify us so how would we know? Honestly was so shocked as she was the one who worked here and surly should be familiar with her work environment. It took the waitress what seemed liked forever to get our bill so we had to ask the manager. The manager did apologise, and gave us a discount. Just felt like our experience was poorly managed and if there had been communication from the start and maybe some warmth we wouldn't of been so hangry (hungry) and miserable from not being able to feel our legs from the cold. A couple Sat by us were also complaining about the service so this wasn't very good. I had a bad experience from the Brew House Sutton Coldfield a few years ago but decided to give the Brew House Lichfield the benefit of the doubt but unfortunately, we won't be returning to any Brew Houses again. I feel that the very young staff need extra training on their jobs instead of walking around not knowing their surroundings or even being able to...

The awkward interior design, featuring halfwalls and pillars, clearly made it hard for our servers to keep on top of the various tables and orders. The online menu was missing items, and we had to go find a server in person to input the order on her touch device. The servers were friendly and very helpful, but also kept walking past us and didn't check up on us. We were served last in our section, despite arriving first, for example. I think the covid rules have probably impacted the chef's speediness, but we waited 1.5 hours for our mains. A large portion of that time we had dirty dishes on our table from our starter.

My friend's roast was nice but I had to send my chicken burger back, which was mortifying and the first time I've ever done that. I was expecting chicken breast or at least breast fillets. I can only describe what I got as two calcified stumps of rock hard batter with basically no meat in at all. I could squeeze the chicken with my fingers until my hands shook and it was so hard it didn't bend or move.

After having to wait 20 minutes to flat down a server, she was very apologetic and offered me a replacement. She took it off the bill and gave us another 20% off as well, which was nice. Although, saying that, the middle aged couple next to me ate half of their dinner, said it "wasn't nice" despite eating it, and in return got a free bottle of champagne and desserts. They also kept getting checked up on while we were ignored which was a bit annoying. Maybe I didn't look fussy or mean enough.

Nice servers, bad service (probably due to the layout and slow cooks), but they were very understanding. Plus the baked...

Have come here regularly for the last couple of years, booked it for an event in November and preordered food. When we arrived the tables were filthy, a number of chairs were broken. As the evening progressed the man behind the bar had no desire to be there, had to be asked to serve by his supervisor several times throughout the night despite queues at the bar. Our preordered food arrived with a significant amount missing. We raised this and were initially told everything arrived. We disagreed, it was looking into further and then it was agreed not everything came out. We spent over £500 on food and was offered a goodwill gesture of £45. It's not a goodwill gesture to be refunded for items that didn't arrive. The attitude of the staff dealing with this was disappointing to say the least and they tried to put the blame on us as though we had not ordered food, despite it all being paid for in advance and confirmed on email.

Spoke to a man at head office who said he would be back in touch. He didn't get back in touch. After chasing, again, we were offered a refund of £200 which was processed and then later cancelled. 6 weeks after the event and we have received no refund and nobody is replying. An awful way to treat customers and a bizarre approach to service. Lichfield is saturated with bars and in an ever demanding and challenging time for hospitality to actively push customers out and go out of your way to make sure they never come back and feel the need to leave a negative review is insane to me.

I wouldn't waste a penny going here again and will happily recommend others...