The Malthouse (Gastro Pub) — Restaurant in Test Valley

Really disappointed with the service today. I used to come to this pub, when it was The Goat and it is now The Malthouse. This was my first and last time since it had changed over.

I ordered the ‘pie of the day’, and when I asked at the bar, I was told it was steak and ale. After waiting 30 minutes for our food (which is fine), our food came and when I cut into my pie, it was not steak. I presumed it was chicken by appearance but because I didn’t know what I was eating, I couldn’t quite align my mind and my taste.

I asked one of the lady’s that worked there - is this supposed to be a chicken pie? She looked at it and said yes it’s chicken and tarragon. I said when I ordered it, I was told it was steak and ale. Her response was, “it was steak, but we have ran out so it’s now chicken and tarragon”. I was not informed about any of this… and is it right just to presume that you can change someone’s meal that they’ve paid for and not inform them?

What if I had an allergy? Luckily I don’t - but imagine if this was someone else that did. I just thought this was absolutely poor. The lady then said to me let me go and check if we have a steak pie left… she came back and said yes we have “just 1” left, I can change your meal for you. To me, it appears that I was just served the wrong pie. Firstly she told me they’ve sold out, now there is magically one available. I would’ve much preferred an honest apology that I’ve been served the wrong meal but that was not her initial response.

I asked how long will it take to change the pie, and she said 20 minutes. We had already been there for 30-40 minutes, my wife is eating her lunch, and it just completely ruined our first and now last time dining with them.

I had explained that well I’ve eaten a bit of the pie, 20 minutes is too long to wait as my wife is halfway through her meal, so I’ll just leave it but at least I know what I’m eating now. She walked away and said “apologies that’s happened”. I feel that the customer service and management of this situation was so poor.

Ultimately I feel that the meal should have been refunded - I was never going to be forthcoming or demand this but as a server she should have realised herself that this is a big mistake on their behalf. It’s unfair to ask a paying customer to wait another 20 minutes for their meal when they’ve paid and already waited 30 minutes. The lady offered nothing but to change the meal and make me wait longer than I already have for a fault that was not my fault. No additional drinks, nothing. I work in a customer facing role where reputation is absolutely important and to disappoint a new customer with no sincerity I think just describes the new handover.

I will not be returning to this pub which I once really enjoyed when it was The Goat. When people are spending their hard earned money, especially on food, they want to enjoy it. When anyone pays for a product or a service and it’s not what they wanted - the natural response is to give a refund. Not inconvenient your paying customers even further and making them wait for you to get their order right the...

The Malthouse: Living Up to the "Gastro" Promise My initial draw to The Malthouse was right there in its name: "Gastro Pub." As an avid explorer of pubs, the confident declaration of "Gastro" immediately piqued my interest. It's a bold claim, a responsibility that sets high expectations. However, I'm delighted to report that The Malthouse not only meets this challenge but truly embraces it. From the moment we stepped inside, the atmosphere was fantastic, a perfect blend of traditional pub charm and a more refined dining experience. The subtle background music and comfortable seating added to the relaxed and enjoyable ambiance. The staff were exceptional, attentive and genuinely helpful throughout our visit, making us feel completely at ease. But let's talk about the "Gastro" aspect, the heart of the matter. The Malthouse truly shines in its culinary offerings. The Steak Ale Pie was nothing short of exquisite. The tender pieces of steak simply melted in the mouth, a testament to the quality of the meat and its careful preparation. The flavour of the pie was rich and deeply satisfying, perfectly seasoned to enhance the natural taste of the ingredients. And the pastry? Absolutely perfect – a delightful texture that complemented the hearty filling beautifully. Then there was the Steak Sandwich, a dish that unexpectedly transported me back to my childhood. It possessed that unmistakable homemade taste, a comforting familiarity that spoke volumes about the care and quality put into its creation. Overall, The Malthouse is a true gem. It lives up to its "Gastro" moniker with exceptional food, a wonderful atmosphere, and outstanding service. If you're looking for a pub experience elevated by truly delicious, thoughtfully prepared dishes, The Malthouse is an absolute must-visit. I wholeheartedly recommend it and look forward to...

I thought I’d try this new malthouse again see what it was like, I was hungry and took my daughter for a bite to eat after the school ordered lasagna it came with chips and salad lasagna came out burnt round the edges so I told the waiter she was polite but I said I don’t want another meal made and sent it back to the kitchen, I did eat a few chips while waiting for the lady to turn up so I could tell her about my meal, and the chips it came with were in this cup it was like a mouth full, I gets the bill at the end they charged me £5 for the chips that actually came with the meal and the waiter said I ate them all but I know I didn’t, I pulled her up on it she said I’ve knocked the lasagna off the bill and I said whats with the £5 charge chips,she said well you ate the chips I said for the inconvenience you still want to charge me for chips that came with my meal £5 ??? What a joke I was fuming to that point I paid when I wish I didn’t and walked out, got home rang and asked to speak to manager coz I know it’s not right to treat customers like that spoke to a rude man no apologies just said it’s the cost of living price it is what it is he said you would pay £3.50 for chips at a chip shop these days so basically suck it up , unbelievable really gone down hill I used to go here a lot with family but I won’t return, what I don’t get is dinner service started at 5pm I order just after why would it come out burnt ??i would under stand if restaurant was full, definitely was microwaved no care in it, becoz of the rude manager who ever he is I have put this now so angry, such a shame it used to be a lovely family restaurant, 1 more thing very over priced £16,50 for a microwave meal no...