Three Elms — Restaurant in Wales

My guest almost swallowed a jagged piece of glass that had been left in a pint glass. When I asked the manager to exchange the pint for a bottle - as my friend didn't feel comfortable with the state of the glassware - she told me I couldn't exchange the drink. I had to accept a 3-5 day refund and buy a bottle to replace my friend's drink.

As a bar manager with 16 years of experience across several national bar groups, I'm well aware of the process surrounding placing a drink onto a tab and cashing it off as waste at the end of a shift, before z-reading a till. It would appear that the sum of one bottle against yield is more important to Green King than their duty of care toward their customers. If any of my staff had broken a glass, I would make them un-rack every glass, put every glass and the runner through the glasswash, and hand scrub the surface. If a piece of glass wound up in a customer's mouth after that, I would refund their drink and comp their next drink. This is a fundamental aspect of good customer service that I teach staff on their first shift.

If Green King wish to seek regional training of their South Wales based bar managers and their regional operations team from an experienced trainer then please do contact me to discuss rates. The desired standard is not hard to attain; this experience proves that the current standard is measurably below acceptable and the ops manager is to blame.

Edit: As you can see, Green King have asked that I contact them but haven't left an email address which suggests to me that they don't actually want to resolve the issue, they just want to appear publicly to be...

We were booked here for a 9 person family birthday meal on a Friday evening. On arrival we were told that we will have to sort tables out ourselves "because we are busy". Having found a space in a dark corner, blocking the fire exit we ordered our meal. My wife ordered a jacket potato and steak, my meal arrived first and when I asked about cutlery whe young waiter directed me to the cutlery and sauces, where there was no cutlery, my friend went to the bar and asked the obnoxious manager for cutlery his reply was "go to the kitchen and sort it out with them". After approximately 5 minutes the cutlery arrived the same time as my wife's meal arrived, they brought her steak and chips not a jacket like she ordered, when she told them she had ordered a jacket potato, she was told there were none left. She said she didn't want the chips and sent it back for the chips to be replaced by a salad, I sent my food back also because it had gone cold waiting for cutlery. The rest of our party had their food and carried on to eat it. I questioned the staff about our meals and we were told there other people in front of us now because we had sent it back.after about an hour I approached the brand asked to see the manager and was told by a polite and helpful bar man " he has disappeared again" when I explained to the barman what had happened he apologised and gave me a full refund. On returning to our table the manager reappeared and proceeded to the kitchen and started to scream and shout at the kitchen staff. I pity those working for that horrible manager. I will never return to this pub as long as this man is...

STAFF USING THE F WORD

Me and my wife went here for a meal around 4pm on the same day as the Wales v Fiji match. It was our only day off together and my wife really wanted to try this place as we have driven past it many times. The place was more or less empty in the restaurant area there were young kids around which looked as if they were having an early dinner after school with there parents. The man who took over the shift from the restruant area who looked as if he was a manager or supervisor should not be working there. He came in for his shift and he was shouting along with the other staff that the place was empty and that he was going to have an easy shift. He also used the F words a few times in the middle of the restaurant by the buffet area. He sat down to have his dinner which was fish n chips. The staff just did not care about the few customers that they had in the restaurant area. They were to busy in having a good time and having a jolly at work. I must say the food is good however I do not expect to hear the F word from what looked like a manager / supervisor in a family orientated pub. Not a single staff member came up to any of the tables to check on the customers. People were waiting at the buffet line to get served while the staff were having a Jolly. The person who used the F word should be sacked straight away the table behind us words were. The manager is acting like a clown and no one seems to care, not coming back here. I will be also writing to your...