The Duck In The Pond — Restaurant in London

Booked a table for 12.45pm today for our family to have a Sunday Roast. What a farce! Staff ignore you. We walked around for 10 minutes trying to get the attention of any staff member, as we could not find our table. No reservation on any table despite booking online. We placed our order via their app and waited and waited and waited. 30 min later, our drinks appear. 45 mins min after the drinks, a starter appears. The chef told us the mains would be a further minimum 1 hr hour wait as "We have a small kitchen". A kitchen's size does not impede its ability to function, the staff do. As it was already 2pm and we were unlikely to see our Sunday Roast before 3pm, we decided to leave. The chef said he would get the manager who was completely uninterested. He said they have onsite customers, takeaways and deliveries to do so we would have to wait. My husband asked for a refund for the food we had ordered but not received. Whoever owns and runs this Ember Inn site should be worried. The staff are letting this establishment down. The inattentive waiting staff, unapologetic chef, and inexperienced manager ensure that the business will suffer.

Edit 19 May* PHOTOS AND A SNAPSHOT OF THE MANAGERS RESPONSE IS BELOW....the content, language and accusation is entertaining and alarming at the same time. Get your popcorn out and enjoy the full response in the photos below.

The Manager advised that "we operate a zero tolerance establishment towards abuse and do not appreciate statements that are untruthful, and strongly recommend that you chose somewhere else to visit in future".

This is absolute gold!

I would like to offer some insight and clarification to the manager.

-At NO point were we greeted or served. I recall YOU were serving at the bar when we entered, you looked up and ignored us. It takes seconds to acknowledge customers, and its proven that people are more likely to wait 5 times longer without complaining when they have been greeted.

-All 3 members of my party participated in the treasure hunt of "find our reserved table". Your cctv should verify that we walked around the entire establishment and discovered there wasn't a reservation on ANY table so we encamped on a table of our choosing. This took much longer than the 1 minute you said it took.

-We ordered via the app because there were no staff around to serve us and the bar staff (YOU) ignored us. Not once did your front of house team advise us of the very long wait times for food. Also 80% of the tables were empty when we came in.

When the nacho starter arrived, the gentleman who gave us the plate was wearing a blue and white striped chefs apron, not the black uniform that your front of house staff wear. So either your staff member was wearing the wrong uniform or it was indeed a chef that served us!

-Informing me of your business growth and challenges is of no interest to me as a customer. These comments should be reserved for your regional manager. I shall pass them on.

Unfortunately your reactive, knee jerk response to my review shows your inexperience in customer care. I am a co-owner of an award winning Cafe Bistro with 25 years experience in the catering industry. I reply to all of our negative reviews with empathy, compassion and a plan of action to put right what wrong has been highlighted. It's what the business and customer needs.

I know that someone has edited your response ( your original response is on an email to me) as I am sure that they realise that accusing customers of abuse is an extremely dangerous allegation and is defamation. I shall heed your advice and NEVER frequent your...

I went to this pub to ask if they would do a buffet after my Dads funeral for some of the people who were going to be at the local church service. I met a lovely young man who I explained my father had just died and gave him the date numbers and he said they could accommodate but needed the Manager to confirm. He told me to come in the next day , I don’t live in the area but did again and he politely told me that the Manager would not be in until the following day but to call in when they open. I traveled up again and was told unfortunately the Manager would not be back until later in the evening so I waited all day to go back. When I went back the same young man told me Tom was in but was having a difficult day must have been trying to pre warn me he went to get him I said don’t worry I would not keep him long I was anxious to secure the booking. Tom came out clearly very busy shaking his head and indicated he did not think he could accommodate when I said I had been in 3 times and had asked already if the date was free he answered I am allowed to have a day off you know abruptly and then more abruptly said payment in full up front now have you got a card to pay now , at this point even though I thought the pub and the price location was right I realised this man has no empathy and was really just very rude having lost my dad four days prior I was shocked gobsmacked and quite frankly upset and took my booking elsewhere for a higher price further away as his attitude was dreadful and considering I was booking for my lovely dads funeral drinks thought what is wrong with him. I just wanted to let you know how upsetting it was and actually found myself in tears at his manner not a shred of empathy. Thanks for your reply shame you didn’t offer any condolences when I tried to book despite being the 1st choice and were impatient, and lacking in customer service I went to 3 other places eventually booking Coach and Horses Ickenham and in every one they were kind and empathetic so we don’t want your condolences...

Busy pub with limited parking space. Choice of food which is reasonable & one has got to be careful of not being overcharged for any drinks. 21.3.22 Management has changed & who need to become familiar with any offers being promoted on behalf of the pub! Friendly staff. 23.3.22 Apparently no staff to cook food & customers are kept waiting with dirty tables & bar! Unacceptable. No point in providing meal vouchers if they can't be used! Ridiculous. 17.7.22 Tasty duo roast lunch served on Sunday by friendly staff. Toilets 🚻 need to be kept clean & smelling fresh. 22.11.22 & 28.2.23 Tasty food served by friendly staff in ambient surroundings. Some items on the menu were not available! 29.4.33 The tables need cleaning & clearing up, as do the toilets! Bright & lively atmosphere. 22.11.23 Tasty food served by friendly staff in a clean environment, however, the stinking toilets 🚻 & corridors need cleaning & freshening up! 6.3.24 Tasty food served by friendly staff in a cosy atmosphere. However , the toilets & corridor are overcome by the overpowering stench of urine! 3.12.24 Tasty Burger & chips served by friendly staff in a clean & warm environment. 3.3.25 Tasty Ultimate Burger & Chips served by friendly staff in a clean & cosy environment. 13.3.25 Tasty soup, fish & chips 🍟 with bread & butter 🧈 served in a clean & warm musical environment by friendly staff. 16.4.25 Tasty tomato soup 🍲 & maple 🍁 stack burger & chips with gravy served by friendly staff in a clean environment. 20.6.25 Enjoying a late hour vodka & orange cocktail 🍸 & Peroni served by friendly staff. A Mojito was not available! However , the toilets 🚻 with broken soap 🧼 dispensers with no soap at all , needs to...