Sutton Arms — Restaurant in London

Been coming here on and off (not regular pub goers) for years even before it was the Sutton Arms. Today was horrendous over a minor issue. What makes it worse is it was with the "manager" and I can't talk to anyone at Stonegate. Our food order was wrong, no big deal really but because our cutlery and condiments were thrown down on the table 1st, then the food thrown down without checking it was correct I was irritated. I went to the bar to complain and waited for someone to be served and leave bar before speaking to the person. I started to explain how we felt and what was wrong and got interrupted, we come back in 5mins to check everything ok I was told. I said I don't want you back in 5 when things are wrong straight away and you didn't ask who ordered what, is it all correct. Let's just say it went drastically down hill from there, she cried? Attacked me verbally accused me of shouting (pub would have heard me and only maybe 8 people there). I went back to the table in shock at the escalation, and then heard her complaining very loudly about me to staff, other customers now looking at me as I've just left the bar. It was horrible, I went back up asked her if I could speak to the manager to find she was the manager! Tried to talk to her again only for her to constantly interrupt despite me pointing out she wasn't listening and letting me finish speaking, even said it was easily resolved. I then got loud and spoke to her the way she was already accusing me of and speaking to me herself. Went back to table again for her to come and slam £ down in front of hubby and say thank you. We left leaving drinks and food humiliated for nothing. Left a message at Stonegate but guessing I won't hear anything back. Sutton Arms is a massive no...

Good afternoon today 16th August I visited your establishment with my family as we have done on numerous occasions. Firstly the wait for our food was way to long it was not very busy but we waited some 30mins for main but that aside even more worrying was our wait for desserts again 30mins but even worse no ice cream (I can live with that) and my partners dessert was sticky toffee pudding with custard her 1st bite she said “it’s not very warm 2nd bite she said “it’s icey” then she cut in half way only to be greated with it still partly frozen which to say we were dismayed was an understatement!! I went back to the bar handed in and explained why was offered another one but due to time we had waited we had other things to attend to. Then 5mins later one of the staff came over with an apologies of sorts and returned our cost of that desert. Maybe a refund of all desserts or a voucher for the cost of some or all of a future visit may of been a better option. As I said early we have visited a few times and now our memory of The place is of a under cooked frozen dessert. It’s all about a customer experience and what we do when it goes wrong and the above mentioned small gestures would of been a better way for us to leave with that taste than the one we did. We will now be considering other options in Hornchurch high street as there are many to choose from as our experience had massively changed our view of your...

Went with my wife and two sons aged 3 and 7 for lunch. Ordered two kids menus for my sons, a main meal for my wife and a small snack for me. Was told that the kids could not eat unless all adults present ordered a a main meal. I explained I had already eaten so didn't want a main mealand was told, not my problem. I offered to inky order one kids meal and one adult main, was was we want all adults to order a main meal.

I was then lied to when told that it is a licencing law (I checked it isn't). We had to leave - if you don't want families just say NO FAMILIES.

I guess this either maximises profit for the pub owner or staff have been told to discourage families. We went somewhere else anyways which was better.

After the reply, I checked the licence for the Sutton Arms and it does.not state that all adults must eat a full main meal when juniors are present. I'd be interested for the licence text to be shown from Havering Council that...