Cotton Mill Cookhouse + Pub — Restaurant in Scotland

We visited here on Christmas day at the first 12 noon which was the first sitting. This was booked to make things easier on Christmas day as my mum's health is deteriorating and we wanted to do something special. We have complained to the restaurant directly on the 27th of December and have had an unsatisfactory reply from them claiming that they have investigated service on the day and find they're to be no problems although on the previous gentleman's complaint they are apologising for errors on the day. We were seated and not given complimentary glass of fizz despite asking about it,server advised no complimentary drinks. We received our starters which were fine but then waited over 45 minutes for our main courses, which arrived cold and some not as described. We then had another wait for our desserts, they were seating the next setting and we were still there, we did not receive teas or coffees. My mum was very distressed at this point so we did not complain at the time to save from causing her further upset. We feel that the customer service has been very poor and quite accusing, my daughter had taken photos of the starters and her main which we submitted showing the times that they were served and that we were not lying. The manager had sent a voucher for £100 with her email reply but advised there were no delays on the day. We find this completely unacceptable after the upset caused, our party consisted of 6 adults and 2 children so I don't feel that we can all be wrong. As for Whitbreads, we also sent complaint to them on the same date and have only received a reply on the 27th of this month, thanking us for our feedback and they hope to see us again, very unlikely indeed. Shocking service from start to finish and extremely...

Went to cottonmill 3 years ago and it was great. Went there today and it was the worst dining experiance of my life. I got chicken goujons, beer battered haddock and raspery torte. The restaurant was almost empty and had plenty of staff. We were left waiting 20 min for our drinks, 20 for our starters (which were ok) then i got my fish. The fish was past its best, was undercooked and still had the skin on. It was a horrible tasting mess served with undercooked hard and yet burnt chips. We were seated next to the dessert station and watched the desert server prepare our desert. It sat there on the counter for 10 min while the wait staff and the manageress were having a conversation. After the 10 min of us all staring at the deserts the man from the desert station ran to chase up the wait staff who ran over and picked up our deserts. They then stood there chatting with them in their hands for another minute before deciding to bring them to us. I then ate my chocolate raspberry torte that taste like a rolo yogourt that had been left out for a week. Shockingly bad food with worse service. Avoid at all costs. I would eat a homeless mans socks before ever going back there....

I rarely leave negative reviews, but my experience at this restaurant was frustrating enough to warrant one. From the moment we arrived, the service was disorganized and inattentive. We waited nearly 15 minutes just to be acknowledged, and even longer for someone to take our order—despite the restaurant being far from full.

When we finally placed our order, the server seemed rushed and uninterested, barely making eye contact and forgetting to note one of the dishes. It took over 40 minutes for our food to arrive, and when it did, it came out cold and incomplete. We had to flag someone down just to get the missing items, and even then, they arrived without an apology.

To top it off, no one checked in on us during the meal, and getting the check took another 20 minutes. At that point, we were just eager to leave. The food itself was mediocre at best, but even great food wouldn’t have made up for how poorly we were treated.

I won’t be returning, and I wouldn’t recommend this place to anyone who values even basic...