Flagstaff Island Brewers Fayre — Restaurant in North West Leicestershire

I thought it best to let you know about the experience my wife and I had at the above restaurant.

Having booked the reservation online for 17:45 22/05/21 at Flagstaff restaurant all was going well upon arrival. We were greeted politely and professionally and shown to our table. I ordered the mixed grill whilst my wife ordered haddock and chips, a side order of garlic flatbread with cheese along with drinks. The drinks came quite promptly however the meals took around 45 minutes even though they did not seem to be very busy (many empty tables), the waiter even apologised for the delay after about 30 minutes of waiting.

Both meals eventually arrived however the first issue was my mixed grill did not come with any eggs, these came afterwards on a separate plate. The flatbread came a few minutes later as it was forgotton about according to the waiter. The 4oz steak on the mixed grill was smaller than the diameter of a tennis ball, it did start off tasting very nice but had to leave half of it due to being to difficult to chew. The gammon steak on the mixed grill I could not eat at all as it was tougher than the steak and the chicken was to dry to pallet. I will say that the sausages were very nice though.

I left around 80% of the food as I could not eat it. The waiter asked if all was ok at which point I informed him of the above. I also stated not to worry about it as I do not like to complain however he insisted on reporting this to his manager.

The waiter returned to take away the plates of food and asked if we would like pudding, the manager had stated that I could have a free pudding due to the substandard mixed grill. I however do not eat puddings so therefore declined, my wife on the otherhand ordered the sticky toffee pudding which as stated on the menu came with ice cream.

The pudding arrived, sticky toffee pudding with custard. This was not as offered on the menu and the sticky toffee pudding was cold. This was left uneaten.

We explained the issue with the pudding to the waiter who asked if we would like another one at which we declined and I asked for the bill. We were charged for the whole meal(s) including the pudding, which came to around £38. I left £40 on the table and headed for the door. The waiter acknowledged the payment being left by asking if we wanted change as we walked by him. I declined as we just wanted to leave.

I do not like to complain nor do I like to make a scene as I run my own business I understand that mistakes are made however I always rate a company by how well they rectify the mistakes. On this occasion I do not think the issues we had were dealt with satisfactorily or in a way to help the customer to ever return. I don't think I will return until I have assurance that the staff and or the manager have either had better training or are replaced with people that are customer driven and not sales.

I tried to contact you to inform you of the above however the form on your website would not allow for complaints nor allow for sufficient number of words to be entered therefore my only way of approach has been to leave you a review.

I am just very glad that situated next door to the Flagstaff restaurant is a McDonalds where I was able to eat and my wife...

This was, frankly, the worst dining experience we never had. Nic, the duty manager, is incompetence personified; the kitchen staff haven't a clue about timings and the wait on food was so bad, even other diners were asking where our food was! We arrived at 6:10pm and were surprised to see only three people on duty, front of house, to a packed restaurant. Nic, the duty manager, assured us that this was normal and they weren't "under staffed". The number of dirty tables, dishes left out and customers queueing for refunds and complaints should have been warning enough, but we were tired and hungry, and the young waitress was so lovely to us that my little boy, my wife and I were relieved to be able to sit and order some food. Queuing to order took around 20minutes but, by then, the restaurant was clearing from the rush so we weren't too worried. We were told it would be another 40minutes for food...but we'd committed already and hoped for the "under promise, over deliver" style of any good places. Nope. A further 10minutes later, someone came to say they'd sold out of my dish, so to choose an alternative and to queue up again to get a refund for the difference. 5 minutes more and my son's "starter" of garlic bread came out. "Great! Dinner won't be long!" Wrong. An hour later (I hope you are adding up the time here) they said they'd "bump our order up the queue". The fact the other people who ordered before and after us had been served and finished was more than concerning... especially as they'd ordered the same dishes as we had, so nothing we'd asked for, including my alternative, was unusual. Still another 10minutes and I'm done. I ask for a full refund, to which Nic says "Just wait there, I need to tell them to stop cooking your food." No, no you don't. You need to process my refund and let me get my very, very tired and hungry little boy across the road to McDonald's so he can eat something! After arguing with me about this, she eventually came to the till and processed the refund...£7 short. I had to talk her through her own receipt to show her how it was itemised and she still didn't get it. I ended up showing her the bank transaction just to prove she'd short-changed me. By this point, she couldn't work out how to refund the difference, so had to give me cash.

Honestly, what an absolute joke.

This place should be shut down and the staff retrained until basic skills are in place. I have worked for years in retail and in serving customers and we all have bad days, but this wasn't just a bad day, this was sheer incompetence and a total lack of care.

If Brewer's Fayre want to improve their income, they'd do well to sell this branch to Harvester.

Avoid here at all costs and nip to the pub down the road for food, drink and good service. Even the locals were...

Hi! I probably won’t go here again. I was staying at the hotel next door (which was great) to visit my family around April time, it was for a family members birthday. From what I can tell, my grandma was ordering food a couple of minutes before a certain deal kicked in, and rather than advising her to wait to order if she wanted the discounted prices , the lady told her she couldn’t have the lower priced items altogether. She also refused to honour a coupon my grandma got given for her birthday, I'm assuming my grandma was difficult about this and was probably annoying about it, HOWEVER, Before our starters came out she came over to ask us if we wanted any more drinks, I asked her if we could do that (as we’d been told multiple times they didn’t take orders from the table), and she advised me that of course she could. When I asked for another cocktail she asked me for ID. Keep in mind, I’m 23, covered in visible tattoos, and I’m staying in the hotel next door by myself. I didn’t have it on me because I’d come from Sheffield and forgotten it, so she told me I’d have no more drinks from her and was really combative with me. I’ve worked in nightclubs before so I get that if you don’t bring ID that’s your own fault, but she’d already served me a drink at this point , and only decided to ask for ID once she’d gotten annoyed at my grandma. I’d like to add another table two minutes later asked her if they could order drinks and she told them “sorry we don’t take drink orders at the table” Made the atmosphere extremely uncomfortable, I didn’t wanna eat what was in front of me, nobody did, nobody wanted to talk to anyone and I just felt like crying because why on earth would she come over specifically to start an issue? Basically ruined my day out with my family who I don’t see very often and I wouldn’t go back to this specific branch if they paid me. I don’t think staff should take out their personal issues with customers and specifically target people as she wasn’t even meant to be in the dining area, ALSO relevant just me and my boyfriend were drinking , he’s a year younger than me and she...