The George Staples — Restaurant in London

Absolutely appalling customer service.

I visited this pub to discuss food arrangements for a wedding. All very polite and civil conversation with assistant manager however I chose to go to a different venue in the end.

Whilst I was in the venue i decided to use one of their many fruit machines, this is where the problem began. A £10 note got jammed in the machine and I was unable to be retrieved. I immediately notified the assistant manager who rebooted the gaming system but was unable to retrieve the note.

She took my contact details and assured me that she would get back to me within 2 weeks after contacted the contractor responsible for the machines.

I received no call, at my next available opportunity I visited the pub and queried what had happened. It was explained to me that they were unable to refund me as the contractors had stated no money was left in the machine. The assistant manager initially told me that she had no evidence that there was ever a note stuck, until I reminded her that she saw it herself. She quickly changed the story and went to speak to senior management.

When she returned she said that I shouldn’t have left it 2 months and wouldn’t be able to receive a refund as too much time had elapsed But assured me that she had tried to call me when the contractor had completed there investigation. Pointing out that in her opinion I should have chased the matter up, this is not my responsibility, it lies between stone gate pubs and ipub.

I have no record of ever receiving a call and have phone logs showing no call was received. She offered to show evidence of this call from the pubs phone records but she did not actually provide this record.

All this for £10 ?

A reasonable business would surely accept that there has been a mistake and take it on the chin refunding the money to the customer. Not stonegate pubs.

They then have the cheek to write a response to this review asking for me to contact them to rectify situation - only to be told it’s a generic response and the manager would get back to me - it’s been 48 hours and I’m...

I went to George staples on Friday night the 17th of November 2023 with my brother then later met with some friends in there started off well bar staff as always friendly as anything it has been my local for 5 years now I moved away recently so haven’t been in a while so thought go to my old local why not I’ve had some great times in there I won’t give the pub a bad name but if I could give stars for the bouncers that work in there on Friday and Saturday nights would be -10 the way the treated me was disgusting i was searched on entry ok not a problem it’s routine but what really annoyed me was I was sitting at the table having a drink talking to my friends and this bouncer comes up to me and says can you come outside I ask why gives me no explanation just says come outside so I’m like ok to only be circled by him and 2 of his colleagues and start patting me down I say what’s this about again no explanation and I’m the only person they done it to that night their excuse was we got a radio about you I know they were accusing me of drugs something I’ve never done in my life! Its the second time this has happened to me in the past year I seem to always get pointed out by them and they try to intimidate me but won’t go up to a group of loud rowdy lads that are in there I’m so fed up with it so please George staples look into your security team on the weekends because if it happens again I will not return which is a shame because I...

If I could give 0 stars I would! Always considered this place to be a decent enough pub to have a drink in whilst watching football, however! Attended on 10/12/22 to watch England v France world cup match, booked a table to ensure we had a good view, was surprised to be asked to pay a deposit, but was assured that it was redeemable against food and drink (which was confirmed by email), so I paid it (£20). On the day I asked a staff member how I could redeem it only to be told it wasn't a deposit, it was an entry fee! I argued about this and showed them the confirmation email. Despite this I got nowhere so I decided to return the following day when it was quieter. I had the same argument with the duty manager, no one seemed to understand that they were in breach of contract. I then decided to contact Customer Services by email and got a response which l can only describe as being written by someone who had clearly failed their English GCSE! They just repeated the line that they were entitled to charge an entry fee, ignoring the fact that their website made no mention of an entry fee, and that I had confirmation in writing that the deposit was redeemable! I also noticed that on the night they increased the price of drinks above what they would normally charge - their response was that the prices were set by head office! I won't be returning, what an awful, sneaky, underhand...