Well an unbelievable experience to say the least!!!!
Visited this morning for breakfast with my family and had an absolutely brilliant experience, food great and also was nicely spoken to my the manager in the superdry jumper, even the chef came out to ask us how it was.
Then we decided to return with our friends for an evening meal. Well what can we say, a totally different experience altogether, it was like we walked into a mad house.
On entry no one to welcomed us, even though it states wait to be seated, so I had to locate a staff member, and then was directed to the bar seating area to sit where we wanted, so we sat down on the bench side with my guests and family.
We sat down on an unreserved table to then wait to have menus provided, only after going over to a staff member for them.
Then a member of management, wearing a superdry jumper, approached us in a very abrupt manner, asking us how many people were in our party and that the table was for 9 and we had to move as we weren’t a party of 9.
We arrived and my toddler was still sleeping from the car, so she was laying on the bench sleeping, and on pointing this out we asked if we could stay, he then went on to then state it was reserved, at this point we advised it didn’t have a reserved sign.placed on table so we were unaware, or advised on entry.
We then asked if we could get another table with a bench, he was very confrontational, to the point he made us feel really uncomfortable and showed a lack of understanding that my child was still sleeping, and that he couldn’t care less, in trying to accommodate us, even though we were originally told by his team to take a seat anywhere we wanted.
We were in absolute shock but moved, but then ordered our meals.
We ordered 3 steaks medium, a gammon when then to our surprise only 2 steaks and gammon arrived, on waiting on the last steak, the rest of the party had eaten their dinner while still waiting and although the waiter was apologetic and advised it was a printer issue in the kitchen that failed to print the order correct, on top of it all, the steaks were cooked to well and not to medium as requested and were dry, no one asked us about our meals at any point during the evening.
On pointing this out to another waitress, I asked her to advise the chef of this and on return she told me she told him but when I asked what he advised, her response was, I don’t know, I could not hear him.
We received no apology and not even asked how our meals were at any point throughout our meal.
I appreciate this is a newly 3 week old opened business. But I’m truly shocked at the lack of organization, training, communication between the team and managers running the place.
More training is required at how to speak to customers by the team and especially by management.
Areas of the restaurant and bar should be sectioned to certain team members, as various team members were going to take orders, not once but twice for tables that had already ordered with other team members.
This place looks amazing and the refurbishment looks beautiful and the decoration and fire place makes the atmosphere. 5/5 for this. Well done !
The service this evening and attitude from team members and management this evening was such a let down that Im disappointed that I won’t be returning.
On leaving and paying the bill bo form of gesture given for the missed meal and not eating altogether. And then the table behind us has also complained that their food was cold and ask to be taken back.
Part of us feels that leaving a review will hopefully help the business rectify its errors, but to be honest I feel it will do absolute nothing, as no one will show any acknowledgement from the company : management or recognition of the issues raised, to even respond to this, as it’s clear the business has a lot to learn about customer service.
Such a disappointment...
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