The Crabtree — Restaurant in Surrey Heath

Unfriendly and very unwelcoming staff.

Absolutely appalling customer service received today especially from the so called manager named Amy.

On a previous visit I ordered the surf and turf which included in the meal is garlic prawns (pretty self explanatory when you order a surf & turf you expect to have included the steak & prawns) when my steak was brought out there was no prawns.

When I questioned the waitress where my garlic prawns were she wanted to charge me an extra £3 for the missing prawns which should’ve been included with my meal.

Nowhere on the menus does it state that you have to pay extra for the prawns. When I questioned the waitress who served me, her response was to roll her eyes at me and she became quite argumentative.

I asked for the manager who came over and when I explained the issue she wasn’t bothered at all by the customer service I received.

On today’s visit with my husband, again I ordered the surf and turf. When he placed the order he wanted to clarify with the server about the prawns and explained to her what had happened on our previous visit, she tried to put the order through then said she had to ask her manager as the till was requesting to charge an extra £3 for the garlic prawns. When the manager came over my husband was explaining what had happened on our previous visit and asked if she remembered, to which her response was that she did. She then asked my husband to “tone it down”.

At no point was my husband rude or aggressive with his manner, both myself and my husband laughed and questioned what she was saying in regards to “toning it down” as we were quite confused as to why she would say that. Her aggressive response was “not to my staff”

My husband then said he would pay for our drinks as we had set up a tab and we would leave it at that and not order food. We chose to drink our drinks outside but before leaving said to the manager we were shocked and appalled at her customer service, her response was to put her hand towards us and say she is not speaking to us or for us to to not speak to her.

We took our drinks and sat outside and contacted Mitchell & Butlers who actually own the pub to make them aware of the customer service we received.

Whilst I was on the phone to head office I went inside to ask for a menu and the manager’s response to me with a very bad attitude was “I thought you were leaving” again I asked for a menu and mentioned to her that I was on the phone to head office and was absolutely appalled by her behaviour and customer service skills that she lacked on. She then put her hand up towards me and said to not speak to her. Again, I told her how bad her customer service skills were and left still whilst on the phone to head office who dealt with my complaint efficiently.

Her customer service skills are appalling, she clearly needs training. She clearly didn’t have good management...

I got to the bar with my 3yr old son and the pub was relatively empty with only a few customers and lots of empty tables. We ordered food and drink at the bar when we arrived and waited over 45 mins and had to chase staff to find out what was going on, only to be told that our order had not been started as yet..! This while we watched other people who arrived a good 10-15 mins after us receive their food...!?

During the 45 min wait I went to the bar to chase our meal delivery time up with the assistant mgr who apologised and said it would be on its way. After 45 mins of waiting I said I could not wait any long for the food and had to leave as I had a very hungary child with me who was about to get fractious unless he got fed. The assistant mgr asked us to pay for the drinks only and did not once apologise for the delay. I so throughly appauled at the service offered and refused to pay for our drinks and fodd which we had not received making my position clear to the assistant manger as to why. At no point did he chase the kitchen to get an updated lead time or offer the meal or drinks to us for free to make up for the poor service inviting us to stay longer in order to rectify the situation or early preception of the brand, instead we were asked to pay for the drinks only...!?

I continued to refuse to pay for the 2 soft drinks and he agreed to write the cost of the 2 soft drinks off that we had received when we first walked in. No consideration was paid to the fact the meal was simple and one, (burger and chips and goudons and chips), one which I could had made in less than 15 mins myself at home. I had a young child with me and priority should have been made to this order.

Really really poor customer services all round and certainly not a customer focused local outlet which I'd find difficult to recommend let alone want to use again either by myself or with my family and friends until these key customer focused areas can be addressed.

Do not recommend parents with children to go here! they just chase your money rather than providing any service that you should be able to expect...

Made booking weeks in advance - arrived table was not suitable (high chairs) one in our part is registered disabled unable to sit on high chair- told staff to be told all booked-3 others tables remaining empty the whole time during our visit. We ordered food starters arrived "quickly". Then mains is where it all went wrong-curry with no nann bread - I ordered chicken wings "large" as a main. All mains brought out we all asked waitress 4x or more to get no information to where they were, so one of our party had no food bar a side of cauliflower cheese getting cold awaiting "chicken wings". All the family ate, waited & waited - then I asked for the manager to be told " what's the problem,they are coming". The attitude of the fact that the waitress was unable to info us of this information.. the wings had been forgot but they are on the way , that ok? I look at my family ,who by now have all very nearly finished their meals,so I opted not to have the chicken wings as "pointless" I wanted to eat with my family members. The managers attitude to this situation was unreal. All that should of happened was explained where food was, instead I got frowned at like it was alien to be complaining at this point. 8 of us visited , Camberley Crabtree - we will make sure we never visit again. More to the point that we could also not move tables , disabled individual in our party had to get a lower comfy chair to sit down, whilst my husband back of his chair was on the through path to the ladies toilets. At one point the smell coming out the toilet was so bad he had...