Mr MacGregor's

We ordered the mussels, fish and chips and the steak. Mussels and fish were great, well cooked and nicely seasoned. The steak was awful. Ordered medium rare and served bordering on well-done, butterflied and completely dry and flavourless. There were no check backs on our table during our mains (probably because the only server was rushed off his feet) otherwise we would have requested a replacement. However, when the server came to clear our plates, he didn't comment on the uneaten steak nor ask how our meal was. At this point my wife notified him of the steak and instead of taking on board the information and rectifying the situation the server, lovely and personable though he was, proceeded to explain cuts of steak (which my wife is well versed in, having worked in many kitchens over the years). My wife explained this, and the server went to get his manager. The manager then came over with the same spiel, which sounded as though he frequently has this conversation, talked over myself and my wife, and was very rude and dismissive.

We then asked for the bill and were given one total, then the server quickly apologised and gave us a corrected higher bill. We were astounded to see they were still charging us for the steak even when it was uneaten and no replacement offered. When we explained, we were happy to pay for the food we ate, but we were unwilling to pay the £5 supplement for the steak we were met with resistance. After further resistance from the manager he then offered to wave the £5 supplement "as a gesture of goodwill" and to know "that in the future that would not be given again" as that is how the steak is served in "all of his sites". The server then came back with a rectified bill in which they had taken off all supplements (for mussels etc too) which was a nice gesture however the dismissive and argumentative attitude of the manager has left us never wanting to return.

We have run kitchens in bars and restaurants for 10 years and have not had a steak or service like that. Not only that, but the dismissive attitude to very reasonable and polite feedback was frankly astounding.

We wouldn't usually leave such a review, opting to communicate feedback via email instead. However, as the manager will no doubt be as dismissive with an email as he is in person, we have no other choice.

There should be a review on your service cycle, to ensure that complaints and feedback are corrected in a timely manner and change in attitude when resolving customers issues - customers are paying for the experience of being in your establishment as well as the food they order.