Frankie & Benny's — Restaurant in Wales

We had lunch at the Cardiff restaurant this afternoon and it was absolutely appalling. It took us ages to be seated by our server Lisa who spent more time on the phone than acknowledging we were still stood there.

Once we had a table which the floor was filthy, we had our order taken from the lunch menu and only received 2 of our 3 drinks. We received our starters half an hour later, we had to share this with my 1 year old son as he was absolutely starving. We then had to wait an extra hour till our mains, after being told it was coming repeatedly - I wouldn't mind but the restaurant was barely half full. We didn't even bother ordering dessert as we didn't want to wait any longer.

When we asked for our bill we were informed that we had to pay for my son's meal as it wasn't in the kids eat free as we ordered from the lunch menu - we weren't informed of this at all when we ordered which was a bit of a shock and we were charged a big kids dinner when we ordered a small bites menu. The waitress then clicked on the card machine so quick we didn't get a chance to see the total till we received our receipt, to which we saw she had chosen the highest gratuity option without asking us which came to an absurd amount of £6.12 which is absolutely ridiculous considering the service we received, we were left very displeased, feeling robbed and deceived.

I can honestly say I will never recommend this chain of Frankie & Benny's ever again, it's an absolute shambles that left us feeling utterly disappointed and my 1yr old son starving for nearly 2hrs - this is a restaurant we used to frequent and enjoy but we will more than likely...

The male server who showed us to our table was lovely but then went down hill. Myself, husband and children came here tues 5th aug. All ordered mains ,my food didnt come when the female server brought fries she said meatballs wont be long. So my family waited to eat in the end I told them to start eating about 20 mins past ,no server came over my husband was trying to get there attention eventually the male server who sat us asked if what was wrong We told him my food hadn't come to table he went to see where it was it hadn't even been cooked. Finally came to table was luke warm at best, I ate one mouthful and a female server asked was all ok my husband told her what had happened said about my food being luke warm she didn't know what to say and walked off. Everyone had finished eating I had 2 meatballs and some spaghetti before stopping I just couldn't eat it. We then waited ages for bill ,I went to toilet and toilet roll was all over floor I got locked in due to a dodge bolt and had to hold top of door to yank it open. Told someone to get the response ok ok ok thats fine. What ??? Customer service was awful we finally went up to till and was being ignored its like no one wanted to deal with us. My husband said we want to pay bill ,the man said meatballs had been taken off bill. No apology nothing. Safe to say I wont return was my first time going eating in a frankie and bennys.was an early 21st birthday meal for our son and it was ruined and felt robbed and very hungry leaving. Not really what you want. Our second night in cardiff and food was awful. Rest of week weve had some amazing food in...

Lovely restaurant and food, shame the staff let it down… we ordered food but also ordered starters, we had finished our starters and more than 45/50 minutes after the table was cleared of the starter plates, we had to chase up the mains. The lady waiting on our table was shocking, she knew something was up and avoided us like the plague, she asked tables around us how their food was etc but completely avoided us.

At this point we asked who I presume was the manager as all waiting staff wore black and she was in a different colour.

Upon asking the manager she went into the kitchen and you could see a big ginger haired chef in there giving it the “I don’t care attitude” laughing and looking over passing comments to which would appeared to be sly digs about us.

The manager come over and apologised for the delay which was the decent thing to do but by then, the families good positive atmosphere had depleted and we were all ready to leave.

The manager did provide a discount and although that was a nice gesture, I’d have rather paid full price and had a good time as it was for my daughter’s 12th birthday.

Safe to say we won’t be returning to this restaurant, although good effort was made to try compensate, honestly people would rather pay full price and have a positive experience rather than 20% off and a negative experience and memory of our...