Red Rover — Restaurant in Test Valley

We had booked a table for Sunday lunch at 12 o’clock on 3 October for our family. We arrived on time, were seated: all looked promising. But then there was the table which was sticky. When I cleaned the corner where my baby grandson was sitting, I noticed that brown residue came off on the wipe. Still, he shouldn’t be putting his face on the table… The meals we were served, however, were the worst for a long time. My son’s meal was cold and was sent back. Three of our party had, in the meantime, had finished their meals. While my son was still waiting for his meal to be returned I had not even had mine delivered to the table yet!! I asked the waiter as to its whereabouts: he told me it had been left off the original order. At this point, my husband went to the bar and asked to see the manager but received no response. At long last my meal and my son’s did arrive. As to the meal, it was wholly unappetising: the carrots were old, wrinkled and hard, the broccoli was rubbery and tasted awful, the cauliflower cheese looked like an antique piece of rubber and tasted like it, having not really having been in contact with cheese. The Yorkshire pudding was at least edible. We had been told that there were no pigs in blankets and there was no sausage stuffing. By the way, there was also no Old Speckled Hen which my husband had ordered and my son’s coke was flat. Now, I understand that the hospitality industry has been hugely impacted by the pandemic but today there seemed to be enough staff on to serve. I also understand (and this we accepted) that there are shortages of certain meat products. I am complaining about the quality of an ordinary Sunday roast meal which should have been served with freshly cooked vegetables. In fact, the whole meal should have been freshly prepared and served. No gourmet chef was required. When I went to the bar to pay, the two staff were struggling to cope with a rather large order of lager. I was asked to pay £75 but told the chap after outlining my complaints about the meal, that I would only pay half. I parted (reluctantly) with £43. I would like you to respond to the issues raised but at this moment in time I have no intention of visiting your...

Not impressed at all. Issue after issue. Being vegan I was told I had to check the app for allergens. On checking the app I realised it's not fit for purpose as it does not itemise the ingredients for a meal in full (which I pointed out should be a basic standard). It is not overly clear what is actually included within a vegan option and even staff had difficulties clarifying this - which then delays the ordering. Another member of the staff decided to involve herself (probably due to the time it was taking to go through the app) and was extremely curt, making me feel unwelcome and disrespected. If you don't want delays please make finding allergens and dietary requirements more transparent. Out of desperation I just ordered food in the hope that it would be okay. In arrival the pie was not served with gravy. No mash or roast potatoes were available (obviously pre-made) so only chips or jacket potato. If I knew the pie was not served with gravy I really wouldn't have bothered. Basic Bisto is vegan. It would have been nice to have a vegan menu stating exactly what was to be served with each meal. We spent £50 for a very unhappy time. We ordered vegan desserts which were described as being served with vegan ice-cream. No ice-cream was available and unsurprisingly no compensation was offered. Some things were most certainly the issue of the brewery chain - but staff need to be trained in allergies and know exactly what is in each dish. If they can't it means they don't have the tools or the training. Meat eaters will love it in there. Sadly I won't be eating with this brewery chain again unless they get their act together by creating a far better allergen / nutrition app. If I could rate it 0/5 I would. Photo is of the vegan peach dish missing it's ice-cream without notice to check it was still wanted. Pie was okay but who eats a pie with no gravy?

----- UPDATE 31/03/2022------ Further to the response below from the Red Rover asking me to email to discuss - I have emailed three times (in December) in February and again in early March) and not one reply. So I've tweeted a message to Greene King for a central customer service contact as this is the worst type of...

Had a table booked today for 13.15 but arrived a little early. Food order taken at 13.30 which was fine. GF starter wasn’t available. 3 starters arrived at 14.20 with another arriving after the first 3 had finished eating, we had to ask where it was and were told it was on its way and we wouldn’t be charged for it, fair enough. Main courses then arrived about 14.55. I had requested no potato but extra salad on my GF meal, it came with chips and hardly any salad! At least 7 people left the restaurant because they had waited so long. The food was not brilliant and was served looking as if it had done in a hurry. The waiting staff looked very stressed and were apologetic. It certainly wasn’t up to the standard of other Green King pubs I have eaten in recently with an identical menu. When the bill came we had been charged for a starter they didn’t have and the one that arrived late. I understand the pub is under new management but they really do need to sort out what is happening in the kitchen. I don’t think we will be the only ones who will not be visiting again. Such a shame as Green King pubs are usually very good value for money. UPDATE: I have been contacted by Red Rover who were very apologetic and have asked if we would give them another chance as they were having issues on that day. We will be going for a replacement meal in September as I’m always willing to give places an opportunity to rectify a situation....