The New Inn Ealing — Restaurant in London

Was really looking forward to being at the New Inn since it’s revamp as I used to go there years ago and was excited to finally be back. The place looks great, but I have to say the service let the experience down. A number of things happens that I felt could’ve been done better.

I met a friend that I hadn’t seen for over 10 years so we had a lot to catch up on. When it came to ordering it was quite frustrating as we were pushed for an order from the staff but then when it came to it we had to order on the app. Stopping and starting, basically saying order now, but not with me. It just felt super inefficient. I understand the ordering systems have had to change but it seems they need a clear review on what will work best for the customer experience. It was quite infuriating to order our first drinks with the waitress, our second drinks with the drinks runner but food had to be via the app. Which actually didn’t work properly at first. Once the waitress had spent the time at the table helping us with the app she was off again leaving us to order. From the customer side it just felt we could’ve placed the order with the waitress and it would have been so much more simple.

When we ordered our food, the steak which we both wanted, had run out. This is understandable not anyone’s fault. But when the waitress came over to tell us I was disappointed and jestingly said ‘ohh but I’m so hungry’ to which she said ‘you should’ve ordered earlier’. Having worked in hospitality for many years this is such a no no. When the ordering has been so complicated in the first place to then turn it back on the customer felt very unprofessional. And she then as the check to upsell the bacon for £1.50 on burger without first saying price until she was leaving the table.

When our food arrived we then had to deal with the refund for the price difference to which the host/manager seemed he couldn’t be bothered to deal with.

We were then told the kitchen had closed before we could order dessert. Which we wanted.

And then we were told we had to move table when garden closes and we hadn’t even finished our food. I asked ‘ an I finish my food first’ to which the manager said ‘if you do it in the next 15 minutes, yes’.

I absolutely detest the feeling of when it feels the are staff against you. It’s unprofessional and unpleasant and ruins the experience. The whole thing left me feeling uncomfortable to be there. I really try to keep rapport with service stuff as I really know how it is sometimes when are rushed off your feet but I would really recommend a review of the ordering system as I think the staff and customers end up feeling fatigued by the complicated process of switching between personal ordering or app. Just stick to one as I feel this is what caused the majority of issues and then lead to uncomfortable...

Back in Sep 21 this was the reply from William Quinn the General Manager, New Inn to a poor, poor customer experience on a visit.

'I am so sorry that you received this type of poor service, we do not pride ourselves on this lack of attention, I was disappointed to read your e-mail on how badly we performed and I can ensure we do not have a culture in our business on delivering such poor standards.

I will be addressing all my management team and team members on this matter, I will promise that this will not happen again, I thank you for your comments as this will help us to re-focus on training and our service and values to deliver great customer service to all that arrive in our business.

I hope you will visit again so we can show you that we can deliver better customer service throughout your time with us,

Please can you inform me when your next in and I will make a point to introduce myself, and to shout you some drinks to try to make amends on your recent visit with us.

Kind Regards William Quinn General Manger

So, my family & I visted for lunch on a sunny hot Sat 16 April 22 & NOTHING has changed.

Five staff to four tables at one juncture! So why we were not told food was not available when placing our order? Obviously the kitchen is not communicating with the bar staff. Staff never asked how our food was. Staff served cutlery covered in dried ketchup! Why did we have to ask to have our table cleared? Staff never enquireed if we wanted deserts or more drinks, especiallygiven the hot sunny weather? Why do staff spend so much time on their mobiles rather than clearing tables, engaging with customers?

I suppose the warning signs were there the night before when the online menu was not mirroring the printed version. In excusable.

I would advise any customers to be mindful of poor service, disinterested staff &...

Went for father's day, restaurant was empty apart from 3 tables yet we still waited a hour for our food. We was already disappointed that the new management had got rid of the carvery as that was the main reason for our visit as we used to love it there. The roast dinners were cold, my brother who is a vegan was told the only option would be salad, so he asked for a plate of veg and a few potatoes. When his food finally came the carrots looked like they had been sat under the hot lamp for a week and it was such a small plate it wouldn't of fed my 5year old. When it came to the bill I had to ask for the food to be discounted as it had barely been eaten, plus the price increase on both food and drink is ridiculous- especially for the food your kitchen serves. The waitress did her best to apologise and even admitted it wasn't acceptable but the food and atmosphere had ruined the meal. We won't be coming back here but will be going to the old managements new establishment as they know how to look after their customers.

Response to your 'confused' reply: I agree I did see many 'reserved by' signs but barely any of them turned up. I know one of our family friends who had a booking for the evening chose to go somewhere more suitable once they heard our bad experience. Not sure why its confusing, I saw a few customers around us complain about the quality or have the group finishing before the rest had started but that's for them to complain. It would of been nice to receive an efficient response acknowledging the negatives and wanting to correct it rather than just seemingly...