The Queen of Iceni - JD Wetherspoon — Restaurant in Norwich

TL;DR: Staff made a clear mistake with our order, then expected us to pay extra to correct their error. When we raised the issue politely, we were later told we made staff “uncomfortable” and were no longer welcome. Extremely poor way to handle a simple problem — wouldn’t recommend Norwich Riverside Wetherspoons.

I visited Norwich Riverside Wetherspoons with my family for dinner. I ordered a Triple Cheese & Bacon Burger, but was told it was sold out. The staff offered an alternative — a Double Cheeseburger with an extra patty to make it as close as possible to what I originally wanted. We agreed and paid for it.

When the food arrived, it was just a standard Double Burger — no cheese, no extra patty. We flagged this to the staff, and after checking the receipt, we were told the order matched what was printed — despite us explaining that the staff member who took the order had offered a specific replacement and clearly hadn’t put it through properly.

Another staff member later admitted the mistake was on their side, but surprisingly, the only solution offered was for us to pay extra if we wanted the correct meal. There was no offer to fix the issue or any goodwill gesture, which left us confused as to why the responsibility was being shifted onto us when the error was entirely theirs.

We expressed that the experience had been disappointing and asked for a refund. A few days later, on returning to the same location, I was informed that we had apparently made the staff feel “uncomfortable” and were no longer welcome. This was especially frustrating, as we had communicated politely and simply asked for the issue to be resolved fairly.

The whole situation has left us both dissatisfied and genuinely confused as to how such a straightforward issue could be handled so poorly. For a well-known nationwide chain, I would have expected much better customer service and basic accountability.

I would recommend thinking twice before visiting this location, especially if you expect fair treatment and a professional approach when...

Always good energy in this place, and on 99% of my visits i have loved the whole package.

Regrettable that i have to write this review of my experience today however, this is a hospitality industry and customer service is paramount regardless of whether or not you are having a bad day, leave it at home.

Came in for a pint before the cinema and was served by an attentive chap on the bar, he went a started pouring my pint as Richard the Site manager came into site. I then fancied a Monster and thought instead of waiting for my bertender to come back, to ask Richard as to whether he would be able to quickly grab me one, in the interest of efficiency and my desire for the sugar rush.

To this Richard turned, looked at me with an expression of disdain and said 'What', shook his head then pulled his attention back to the til in which he was in the process of using.

Richard i have seen is a great manager, always bustling about the pub helping where it is needed and ensuring all staff are working to their greatest capacity, however on this visit, it just really annoyed me that this was his customer service to somebody he undoubtedly recognised as being a regular here.

Great managers need to be held to the highest standard, this meaning they are called out when they are in the wrong. On this occasion Richard failed to maintain the great expectations he always retained.

After walking away from the bar to play on the fruit machine, i decided to consult with another manager/supervisor by the name of Reece. He apologised for the experience and assured me he would speak to Richard regarding this.

Reece is the reason this review is a 2* and not a 1*.

Hopefully this wont be seen as "oh great another keyboard warrior" and point check for Richard to...

Our family of three have been shopping in Norwich today, went in for a lunch at our usual Bell's Hotel and unfortunately all the tables were taken. We were starving, so thought let's have a little walk to the Riverside pub, surely hoping the service will be similar and hopefully not that busy. We're at Riverside Queen of Iceni, lovely views out the first floor windows, checking out the menu on the app, order went through at 1.28pm - 2 pints, 1 Pepsi, 3 meals and a dessert for my daughter to be served later. We keep waiting and watching at least other 4 customers coming in, ordering, getting their drinks and then food a few minutes later. It's 1.50 by then, still nothing at our table, I'm losing hope. Then the waiter comes up with our Food a few minutes later, apologizing very merely that she is chasing our drinks... Our daughter is so thirsty that she doesn't even want to eat until she gets her Pepsi. 5 or so minutes later another waiter comes with our drinks (me and my husband nearly finished nibbling our dry meals by then), again saying sorry it was A BIT LONGER THAN EXPECTED. Don't even get me started on the dessert, we have waited for another 15 minutes after we finished our meal to have that piece of crumble delivered. F* nice, it was the first time I have had such an awful experience at the food and drinks facilities in the UK. Wetherspoons, please teach your waiters to deliver drinks before meals AND in appropriate time. Or at least hire more qualified staff. If customer opinion matters to you at all, this was table 502 at Queen of Iceni on 4th April, ordered at 1.28pm. Cheers and will never...