Klubhaus by The Bierkeller — Restaurant in South Kesteven

To whom it may concern,

I'm writing to file a formal complaint following what can only be described as one of the worst dining experiences I've ever had—and let me be clear, this is already being shared across social media platforms due to the severity of the situation.

From the outset, your staff demonstrated a shocking lack of training. They couldn’t operate the till, were unaware of changes to the menu, and seemed totally unprepared to manage even a standard service. This is a failure of basic operational standards.

The kitchen staff gave deliberately inflated wait times and, when asked for updates, front-of-house staff repeatedly gave non-answers—just more uncertainty and no accountability.

We waited over an hour for four simple meals, while three other tables that ordered after us were served first. There’s no excuse for this level of incompetence, and no explanation was offered.

To top it off, when the issue was raised, the kitchen staff became hostile and abusive, raising their voices and deflecting blame in front of other customers. The public nature of that outburst was not just unprofessional—it was humiliating.

This is now a public issue. I’ve posted the details of this experience across social media, and I will continue to update those posts depending on how this is handled. I expect a full refund for this visit, as well as an explanation of what steps will be taken to prevent this from happening to others.

If I don’t receive a timely and appropriate response, I’ll be escalating the matter further, including to review platforms and consumer rights organizations.

Your reputation is on the line. I hope you treat this with the seriousness...

Booked a table for 6 on Saturday afternoon, when we got there no tables had been reserved and it didn't seem like booking was something the bar staff knew even happened. The barmaid had to turf someone out and told us we could have 2 tables which we them had to move and put next to each other ourselves. There was spilt beer over both of them which we had to clean ourselves. There was plenty of staff but all seemed to be having their own chats and jokes amongst themselves than looking after the bar or cleaning anything. Very slow service when they are making cocktails or hot drinks for people. Plenty of customers walked out as took so long to get served. Multiple TVs but not one of them had any sports on despite Cricket, F1 all being on at that time. 1 barmaid gave us a box of condiments with 2 sets of knives and forks for 6 of us to share! Food took 1 hour to arrive and even then wasn't all ready at the same time. When it did arrive it was very, very good. All 6 meals were such good quality and well cooked. Such a shame that there doesn't seem to be any sort of management looking at customer service as the place could...

Visited for the first time expecting good things as you can tell money has been spent on the refurbishments and the place looks good inside. There was a good selection of beer and it was nice to sit in the beer garden whilst the weather was nice.

I went in the day when it wasn't busy and was really disappointed with the staff. When ordering a cocktail the staff member working pulled faces showing her annoyance with having to make a cocktail, she then took 10 minutes to make this as she didn't know where any of the ingredients were. I can accept it hasn't been open long but there was hardly any customers and the staff were sitting around when obviously they should be taking that time to train up on their cocktail making.

This place just needs more staff / better training for their staff and it would be a great addition to Grantham. I hope they listen to the negative reviews and make some changes or I wouldn't expect it to still be...