Hare & Hounds Inn, Luzley — Restaurant in Tameside

What an unbelievably rude and unprofessional member of staff experienced today.

We went in today and ordered main courses for 3 of us and a portion of Prawns to share as a starter. The staff member (just naturally a rude person) came back and said that they had just had a fish delivery and the prawns might be a bit longer, and I quote "about 10min after your mains".

I said to the two people with me, Infront of the staff member, "it's up to you as I know you don't have much time so we can cancel the prawns", the staff member said it won't be much longer, so we proceeded.

I ordered a Leg of Lamb but got served a Lamb Chop, when I mentioned this to Miss Rude, she tried to tell me the Lamb Chop on my plate was actually a Leg of Lamb...

Anyway, an hour and half later and food and drinks finished but no sight of any prawns, so I went to the bar and asked to pay but for the prawns to be removed as we'd still not received them. This 'delightful' member of staff replied stating that 'you've ordered them so you can pay for them'. I explained that I only ordered them on the basis of her stating that they would be about 10 minutes. Her reply was (incredibly) "I only said ABOUT 10 minutes, not EXACTLY 10 minutes", considering it was now over an hour later, she failed to understand there is a difference between 'about 10min' and 'over an hour'. And I'll quote the rude woman again, "It isn't a fast food place you know". Clearly not, when 9 prawns take over an hour an half.

She printed the bill, with the prawns included, to which I said I was not paying for the prawns and to please remove them. She responded by stating that I was rude as soon as I came in and when I ordered, I'm not sure what point she was trying to prove, but I didn't even order the food, my step-daughter did.

I insisted that I was not paying for the prawns, to which she said "you're on camera and as soon as you leave it's theft and I'll ring the police", I calmly responded by saying "take payment for everything else and if you want to ring the police over the £11 for the prawns than that's up to you".

She refused to take any payment whatsoever (I only had card, no cash). The prawns turned up at this point, where I instructed the waitress that we were not having them as we were leaving.

I left and returned within 10-15min with cash and paid for the exact amount of the bill, minus the £11 for the prawns not received.

I can imagine she is the kind of person that will post video's on social media claiming that we 'dined and dashed', which is why I recorded me returning and paying.

Such a shame as eaten there loads and it's a nice place, but unfortunately customer service is so critical to you're experience and frankly, when my 14 year old step daughter was even calling this member of staff out (in the car after) for her lies and her rudeness, then it's not a very good look.

Won't be...

Photos don't do it justice I forgot to take photos of the starters too but they was amazing i tried the chilli garlic tiger prawns I'm not usually a fan of prawns but I thought I'd try something out of my comfort zone and im glad i did honestly I was amazed they was so delicious. my partner had the pate he thoroughly enjoyed it this was our second visit in a week as we enjoyed the food that much there was a slight wait on the starters but the staff took the bottle of wine off of the bill to compensate for this which I thought was a lovley gesture. for mains we had the steak pie and lamb Henry it's something we have had before and will certainly be returning for again the lamb is so tender and just falls apart I can not express how much I enjoy the food here, the price is very reasonable too you have to try for yourself to truly appreciate it. can't wait for our...

Walked up to the Hare and Hounds only to find out they are not serving food unless you have booked a table. I had looked on the website, which does have events on but no mention that they would not serve food unless a table is booked for Easter Sunday. I arrived at about 1:30pm and it was very quiet, I could only see two tables being used for food so don't understand why they couldn't serve food to other people. No thought to customers at all.

Added after owners comments My point is that you were not serving the menus you normally do, only a set menu was available for people who had prebooked. Your website didn't mention this and shows menus and times that should have been available, if you advertise menus and times on your website you should honour these. All I wanted to order was 2 sandwiches from the...