The Sirhowy - JD Wetherspoon — Restaurant in Wales

I suppose this company doesn't care but our visit to The Sirhowy pub yesterday was horrendous. My sister, my grandmother and I went in to have a meal and celebrate my sister's 20th birthday. My grandmother paid, bought me and my sister a pint of cider/lager and we were chatting while we waited for our food. 20mins later, my sister had drunk about quarter of her pint at this point and a staff member came over and asked for ID, my sister didn't have it with her, we had a copy but not the physical card (we didn't make a fuss and we fully take responsibility for my sister stupidly not having her ID) so they took away her pint and and replaced it with a coke, my grandmother quite rightly and politely asked if she could have the difference in money back for the drink. (A pint of cider is not the same price as a soft drink.) The staff member said no very rudely (and we could here the manager and the other bar staff talking about us and pointing at us at this point.) We were of course made to feel uncomfortable and unwelcome so we just asked if we could have a refund on the food so we could eat elsewhere. They said they'd ask. Another staff member from the kitchen overheard and said our food is ready and do we want it. We said we were waiting on a decision on the refund for a second so just hold it until someone comes back to us. 15/20 more minutes had passed and no one came to us until the manager then comes bursting out of the kitchen and asked "are you having the food or what?" Very aggressively and very rudely. So we explained the problem again and no one had come back to us with a decision on the refund. The manager leaned over the table and got in my grandmother's face a bit and said she's not given us a refund and the whole situation was out fault anyway. (Like we said we did take responsibility for the ID problem but we don't feel welcome anymore which was their fault) So as we had paid for the meal we obviously begrudgingly had the food. While we were eating we also heard 3 other tables had complained and left quickly as did we as soon as we had finished we left and went to the caerphilly Wetherspoons instead. Were the service and staff were lovely and we had no problems at all and spend a few hours and had a few drinks there. On speaking to other people in the caerphilly wetherspoons, a lot of people apparently will not go to The Sirhowey because the staff and the service are always terrible. They definitely all need to learn customer service and general manners. We of course will never be eating...

Popped into the Sirhowy in Blackwood today, we spotted they had a festive roast dinner on the menu. We were served at the bar very quickly and our order taken. Unfortunately our Xmas meal went down hill from there. When the meals arrived one was almost as described the other one had very little veg and no gravy. The waitress actually said "one without gravy?" We responded with they should both be the same. The waitress then said she would get some gravy. When she came back she stated that this was the way the veg and gravy came " in a bag ". I replied there were only 2 tiny carrots and two small squares of swede with a teaspoon of gravy. She then stated that she would get us some gravy but that it would be chicken. After asking for the gravy twice and none arriving. I then went to the kitchen and asked again and was told for the third time it was on its way. I said that by the time you get the gravy our meal was nearly over. The mash which was a packet was cold to start with. We waited a further ten to fifteen minutes and then asked to speak to the manager (who happened to be the person I had spoken to the first time) he advised me that he had informed the kitchen and he did apologise. He didn't offer to reimburse the cost or get a new meal. And quote" it would not be cost effective to give us a new bag containing veg and gravy." I advised him I was not happy, would not be coming back and that a very poor review would be written. So beware don't expect your festive meal to look...

The manager, who I am unaware of his name due to him stating he didn’t have to give it when asked, so therefore can only describe him as middle aged and Scottish is an absolute disgrace to call himself a manager, individuals like him do the brand (jd Wetherspoon) no favours at all. His mannerism tonight towards myself was plainly poor, inexperienced and disrespectful. He spoke over myself whilst I was having a conversation with another member of staff of which was more than capable of dealing with my request herself, he raised his voice at me. This not only undermined the young lady I was speaking to but also infuriated me as I wasn’t addressing him. When I asked him not to shout at me he disagreed with me saying he didn’t, we at this point disagreed with each other again which led to me asking his name, when I asked his name he loudly informed me that he wasn’t willing to provide this, and didn’t have to, all in-front of a bar full of people and his staff. Setting a poor example to his staff. Degrading his staff as there was no reason for him to be involved. Embarrassing myself by making a scene.

The young lady later apologised to me at my table to which I replied there was nothing for her to apologise for as she did nothing wrong, she was very polite and friendly, a great member of your staff.

I am a manager myself of a large company and can only say that this gentleman needs re training, before he does further damage to...