Abbey Inn — Restaurant in Scotland

Took my father and husband out for Father's Day, and sadly, it just went downhill rapidly.

We were in a party of 6, ordered starters which came after 20 mins which was good considering the special occasion. They were OK.

However, thereafter, it went downhill from there sadly. Our mains took 60 mins after our starter, but only after having to ask twice. We had to ask twice where our mains were after seeing 3 tables of 6 come in after our starters were cleared away and they all received their mains (no starters).

When I asked the manager, he was unnecessarily rude and basically called me a liar without having the balls to actually call me a liar. When I stopped him to say that wasn't the case, he then back tracked and claimed that he didn't want to argue, despite starting an argument. I informed him that if he didn't want to argue, then he wouldn't start an argument.

The mains came and they were a very, very poor quality. The chicken was spongy, and 3 of us who opted for it had to continuously check it wasn't undercooked.

However, the most concerning of all was that I asked for my dad's mixed grill without egg, but they turned up with an egg slopped straight in the middle of the meal. When I highlighted this, they promptly removed and returned within seconds with the same plate, just minus the egg.

Thankfully, my dad's egg intolerance was just preference, and not due to an allergy, or he would be in serious need of an epi pen.

When I did highlight the egg, they huffing and puffing from the staff was embarrassing, to say the least.

We received the automatic review request, which I did, but received no response or feedback, so what is the point?

I realise it was fathers Day, and when busy standards can slip, but really, the food quality and the customer service lack real standards.

Update in response to Abbey's response below:

Firstly, it doesn't surprise me that your response lacks any responsibility for such poor customer service. I have also updated the rating, respectively, due to your response. At no point did I raise my voice, nor was I "yelling", this is absolutely untrue. We entered the restaurant and were seated at 4:45. Instead of investigating and providing a time frame, your team leader just looked at the screen and said it shouldn't be long. Having already been told that 10 minutes earlier, I asked for a more accurate time frame and indicated how long we had been in the restaurant for and how long we had been awaiting our mains.

To my surprise,at the time, there was no attempt to assist any further. He just accused me of lying about how long we had been in the restaurant for and how long we had been waiting. I corrected him due to his snide comments about it only being 42 minutes. His attitude was rude and was very poor customer service, to say the least. His refusal to accept how long we had been waiting was why I ensured he was corrected. There was no reasonable attempt to offer any explanation or time frame, merely unnecessary comments, which, when corrected, he had the cheek to say he was not looking for an argument. Then don't twist what I have said nor attempt to argue and just offer some good customer service.

You fail to mention that this was the second person from our party to come to request a time frame for our order, the first being 10 minutes prior when my husband spoke to another staff member who indicated that it would not be long. There was no mention from any of those staff members of a well-done steak delaying our mains. This is a pathetic excuse.

In respect to the egg, this was ordered with the egg specifically asked to be removed. Therefore, your records were clearly not reliable or just plainly ignored. How do you, therefore, know what was stated upon order when you failed to follow a simple "no egg" request? None of your staff were aware of the no egg request that was made upon ordering,and certainly did not ask if it was due to an allergy when told it was ordered without an egg.

Your response highlights your lack of good customer...

We had a lot of issues when booking for Christmas dinner. We originally booked and paid a deposit, only to receive an email that it had been cancelled a few weeks later without an explanation. We phoned and got the main switchboard where they said they had no idea why it was cancelled.We spent the next 3 days trying to get through on the phone directly to the Abbey Inn and no one would answer. I had to send an email and received a response from Holly the deputy manager apologising and saying she would still love for us to come for Christmas dinner and that our booking got cancelled because we had booked for 1pm and they were only doing two sittings which was 12pm and 3pm. She said that they would still love to accommodate us at 1pm because they'd still love for us to attend which I thought was really nice. I offered to come at 12pm if it was easier for them to which she replied no, 1pm is totally fine. Well, I received an email yesterday from a different manager named Later stating that they only have two sittings at 11am (what happened to 12?) And 3pm and that they can't accommodate our booking unless we switch to one of those times?.. Who wants Christmas dinner at 11am? I emailed back stating that this had already been discussed with Holly but after all this back and forth I'd like to just cancel because this makes me worry for Christmas Day. I didn't even get a response to my email, which is unprofessional considering I had already spoken to a different manager. I got an automated email stating my deposit had been returned and that was it. Honestly, I wouldn't come back here now, I'm really disappointed at how everything was handled and just the lack of communication between managers. I'd appreciate a response to this as I'd like to discuss it further.

EDIT IN REPSONSE- It was Abbey Inn Paisley that I was emailing not the hub. and I got no response when I mentioned that this had already been booked, cancelled by yourselves and then rebooked. Instead of taking the time to apologise about the constant changes and replying to my email my booking was in fact cancelled because I couldn't be bothered with the constant emails. It's been very very unprofessional and I'm very disappointed by the level of customer care and communication. Your response isn't admitting any fault or inconvenience caused. Holly was lovely and even offered for us to come at 1pm, to which I did say 12pm would be fine. I'm sure if you have a look at the email chain you will see that. Thanks. Also, the reason I no longer want to come on Christmas day, is because it's an important day and the amount of disorganisation in dealing with my booking would be enough to put anyone off, I was passed from pillar to post. Although you are apologising I do not feel like it is a genuine apology. Why am I getting told different times in each email? When I spoke to Holly it was 12pm & 3pm and I stated I could come at 12 and she told me it was no problem and that she wanted to honour my booking for 1pm. Why did I then receive an email from Katee stating that the timings were now 11am and 3pm. I'm very...

Let down badly, booked abbey inn conservatory (function)paid our money in full ,arranged the function over the phone with a member of staff explaining it was my daughters BABY SHOWER..there would be about 25 attending..so far so good..well that's what we thought!!!|Turned up yesterday (day of baby shower) with all the trimmings for this special occasion to be told at the bar on entrance there's a function already in the conservatory!!!.about 50 people, the female manager appears to tell me. There's your table there and points to meals sitting area within the bar!! I said u having a laugh...we booked that conservatory from 3.15/7.15pm.not a long table in that area for 4 hours !!!!her attitude was stinking not a care in the world about my daughters booking. I now have a pregnant girl breaking her heart in my car while we try to sort this horrible situation out. Talk about stress levels..as her dad I thought I had did my part to make her day with family & friends special only to be ruined by a manager of the abbey inn and the idiot on the phone with me who took our booking .I explained everything about the baby shower .everything was set for a special occasion...but No.Abbey Inn had other ideas .the only consolation was a full refund from them. But that didn't sort our shambolic off a day out. We now had 30 minutes to get on Facebook/txts/phonecalls etc to inform our guests that there now was a change of venue due to the incompetence off the abbey inn ..at such short notice we ended up having the baby shower at our house. NO DRINK/NO FOOD/SHORT OF CHAIRS you can imagine at that short notice. So it was all hands on deck to sort this out for our daughter to have her baby shower..yes abbey inn use left us all stressed out and over worked to arrange this mess u had left us in...I HOPE YOUR VERY PROUD OFF YOURSELVES absolutely a disgrace of a place.. oh and attitude of female manager changed in a heartbeat.to not giving a f@@k.|Thanks for nothing .. I'm sure others have been put in this horrible situation through NO FAULT...