Morgans Bistro ltd — Restaurant in Wales

Restaurant and toilets were clean and well presented and the starters were nice. (French onion soup and scallops) Then the mains came. The chips were dry and hard, like they had been cooked and then re heated, they did not taste fresh at all and were inedible. The sauce for the muscles was curdled and looked grey. It looked like dish water. Runny liquid with lumps of cream that made us all feel sick. The chicken was tough and over cooked and was also inedible, which was served with a dead salad garnish which was limp and yellow. When the staff came over we politely told them the food was not great. First explaining about the chips. The waiter said he would go and speak to the chef, he came back and with a bit of an attitude and like we didn't know anything about food, said that they are triple cooked chips and that they should be hard, I explained that I had had triple cooked chips many times and crispy on the outside and fluffy in the middle is what they should be, not hard and dry. We moved onto the muscles dish, apparently this is how the sauce should look, they do it exactly the same every time and this is exactly how it looks leaving the kitchen every single time. I had to ask the waiter to actually return the bowl to the chef and get him to look at it to confirm its acceptable. This was done and when he returned there was no apology and confirmed there was nothing wrong with the food but they would take the muscles off the bill. Moving onto the chicken, he basically didn't say much and defended the food and chef by saying this is how its cooked. There was vinegar on the table which we had put on our chips, had a large white object floating around in it and the vinegar looked cloudy. We were all feeling a bit sick at this point so asked what it was and we were told it wasn't anything bad, but as they have not been cleaned it's just a growth that had formed 🤢 Google says its a harmless bacterial growth that forms into the mother of vinegar, but I can't say it's something you want on a table while eating as it looks horrendous. The chef did not come to see us once and the staff, other than 1 waiter who served drinks (who was very polite) pretty much stayed down the opposite end even though we were the only table there and avoided us. When we left we stood opposite Morgans saying good bye to a friend when the chef came to the door to take the plants in and was clearly angry and was shouting to the staff to 'not let people like us back there again' when he seen us he went back inside and closed the door. If he felt this strongly he was more than welcome to speak to us and explain why the food was like it was when we were in there. We were not charged for our mains which was appreciated, but an apology would have been nice and the attitude and responses of we dont know anything about food and they are the experts was really not needed. On speaking to others after leaving, this is a common theme of the food not being up to standard and the attitude of the staff and chef being awful. Will most definitely not...

Beautifully decorated, clean and a lovely, intimate atmosphere. Only a few critisisms/observations which as a chef and FOH manager in a past life, I hope are taken not as an attack but as genuine suggestions.

Upon arrival we were told we had to order within 15 mins of our booking start time. This was expressly pushed. When customers arrive, especially larger parties, they want time to greet eachother, order drinks and relax. I think extending your time to 30 mins for larger parties will allow them to feel more relaxed and welcome, other than setting the tone from the start that feels a little akin to a military operation. I surmised that the chef is in control of these timings and doesn't want to or doesn't have the capacity to manage a large amount of covers all at once. Either a staffing issue or a facilities issue - the only other possibility is the chef is a bit of a flapper and doesn't like having too many covers on his pass all at once. These issues shouldn't be felt by the paying customer and I really suggest you let your customers relax and settle into the beautiful surroundings before hounding them to make quick choices.

The food was absolutely stunning, everyone in our party agreed. It was beautifully presented but might I suggest serving one meal on one plate instead of two? Our table was narrow and unessasarry plates made dining feel cramped. We were also a little confused as to the side choices? All our meals were packed with flavour but unless you like potatoes, bread, or corn on the cob? (?) your a bit stuffed for choice. Chicken with chips or a jacket potato just feels out of touch and a bit 'Harvester' style for a restaurant offering frogs legs and escargot as starters? I can see you have had reviews asking vegetables to be an option and the waiter told me customers had asked the same question as me, so hopefully a little panache of vegetables will be on offer by our next visit as some of the dishes need the veg to cut through the rich sauces (which as mentioned, were gorgeous)!

Last comment is that the waiters were all lovely, dressed smartly and so polite but I think there is a cutlery station or something similar at the far end of the restaurant as they kept grouping around the back of our table with one of them casually eating a pack of quavers. Staff should be told where to go and be out of the customers sight when eating.

All in all, a great restaurant which with a few more tweeks could be a real gem! In order to do this, they need to recognise the importance of customer experience, with a huge portion of that experience being centred on relaxing. We all lead busy lives. Give us a night off from that, within reason so your chef can do what they do best and we can enjoy what were paying for. Also, a little bit more thought needs to be out into their 'identity' as having a beautiful restaurant, with staff with the restaurant logo embossed on it doesn't tie in with a restaurant that serves chips and jp's as sides to delicate dishes and has waiters eating...

Food is absolutely beautiful and so are the cocktails so I returned for a second time to be told food isn’t served until 6pm, asked should I book - no walk ins are ok. Came back at 6pm to have to wait until 18:20 to order a drink. Still waiting at 18:50 for the drink to arrive , we was also told we can’t order food until 7pm as two large group that have booked have priority on the quantity of food available. Although I asked shall we book to avoid wasting time. Not even a drink was made for us to pass time. Shocking attitude from the young staff. Walking back and fore like they have nothing to do while everyone is waiting. Wouldn’t return unless I was desperate for a decent French onion soup :)

edit after reply from owner I did return to the premises shortly after to ask should I book after speaking to yourself, who informed me at 6pm food starts, you was across the road chatting in the shop when I returned so I spoke to a lovely fair young lady who said walk in would be fine and there wouldn’t be a wait. 2 hours I was at your premises and I did on numerous occasions ask why the delay, why I wasn’t told on the door the situation as I would of chosen to arrive at 7 or made sure I booked like I did ask. I don’t find it a valid excuse a 40 minute wait for a drink. 2 hours in there over all for a starter and a drink. Most of the young workers were walking back and forth , maybe you should choose to train your staff up on quieter days and your customers won’t have to re assure them that they’re making the drinks correct on the bar for the first time. I assure you I did complain to the staff numerous occasions I even had to ask for my own drinks menu after 20 minutes of twiddling my thumbs.

Edit : I didn’t need to speak to the owner? The owner knew he had unhappy customers but he had to correct the steak on the “large 6pm table” that was cooked wrong I didn’t really want to bother him and wait more time for my food. I spoke to the girls and told them that I was going to write a review as we speak that was at 18:50 when I was still waiting for the drink. The owner was also aware as I expressed it through the staff to report back. If this was the case the owner should of come and approached me or tried to resolve the review before I’d left the venue not sent his staff to tell me he has seen my review and will respond in due course. The reviews about attitude towards customers is also another reason why I didn’t approach you on leaving as I am confrontational myself when confronted and didn’t want to ruin anyone’s night if that was the case. Looks like I have more respect for your customers than you do. I won’t be returning,...