The Hardwick Arms — Restaurant in Walsall

After planning a child’s communion party 2 months prior, we went in to pay in advance for our buffet (as requested), however the management were so rude meaning a few days later I made a complaint regarding the attitude towards myself and my family. This ended in a phone call 3 days before my event refusing to cater for the party that was pre paid due to the complaint I have submitted about the overall customer service. Lucky they sent a refund but leaving a little girl partyless just days before was very upsetting for her and for our family. A complaint has been issued higher up now and I hope no one else has any issues like this going forwards, especially with Katie the assistant manager who was disgustingly rude. Was told by management that they’ve ‘never’ had a complaint about managers attitude but any bad reviews I’ve seen mention Katie every time, and their horrible attitude towards children! Go to farmer johns, much better staff and catered to all our needs with smiles on their faces with a then around of just 2 days! After being loyal customers at the hardwick for years, we will not be returning!

REPLY TO RESPONSE: complaining about the attitude of your management team is not mistreatment. You shouldn’t have taken the booking 2 months prior, or took my money 1 week prior if you couldn’t ‘cater’ to our needs. I’ve also looked into the fact you’ve said your management team have never had complaints - Katie’s name is all over your Google reviews as being rude. I have spoken to the Area Manager who will be visiting you on Thursday regarding the treatment or myself and my family and who let me know that you should have contacted her on the day you cancelled my booking as I requested and she would not have gone ahead with doing so at such short notice and when we had paid in full.

Disgraceful behaviour.

Also blocked me on Facebook so that my review isn’t...

I am extremely disappointed with my experience at this establishment. I attended with 15 family members including children from ages one to four years.. We ordered food and drinks, whilst we waited the children were entertaining themselves, which children of that age do, two sister singing and dancing in a open space away from tables causing no harm. A member of staff approached a family member in a very abrupt manor ' Do them children belong to you'. With a response they are our grandchildren. Staff member further responded they should not act like that they are too loud and people have complained, you will need to leave.. We tried to explain that one of the children has learning difficulties but she was not prepared to listen. She was more concerned of getting out the pub.. The manager was approached asking why she was demanding that we leave, she responded the whole pub has complained. We tried again to explained the circumstances and the reason for our visit, but she was not interested, she was very unprofessional, belittling us all in front of a room full customers standing at the bar.. I ask where is the customer service.. This is supposed to be a happy time of the year with festive spirit.. Our grandchildren who are merely excited for Santa's visit was punished for singing and dancing, and deprived from having some food, totally barbaric....If this establishment is not child friendly then they should be adult only.. I would never visit again, I would rather give my money to a place that is going to make you feel welcome. I am totally disgusted with the behaviour of the staff.. definitely need some more training in...

Booked for Christmas Day, arrived well in advance for our timeslot, and had a drink by the bar. We had 8 of us for dinner (including 4 elderly parents with us).

Our table was 30 minutes late even though no one was even sitting at the table, staff told us it was 'just being sorted out' ...... in the end, we gave up waiting & headed to the table anyway, which still needed sorting out, laying & adding extra cutlery/crackers.

So half an hour late, our starters arrived, and 3x prawn cocktails had nothing like Marie Rose sauce added. My dad's soup was cold & had to go back, and the 4x mushrooms on toast were cold & overly garlicky, none of the 4 ate them.

All 8 of us then had mains ....gammon, way too salty, veg some nice, some rock hard, potatoes not good at all. The only nice part was the tiny bit of turkey & yorkie pudding.

Deserts..... 2 had cheesecake, very, very stodgy, my mother in law had to ask for some cream to help it along...... Cheese & crackers but no butter!!!! Christmas pudding was OK, Roulade was OK too, and also, the crumble.

The staff did apologise & offered us some free drinks......but to be honest, our Christmas day lunch was spoilt. Yet many times before Christmas, the food here has been lovely...... too many people for Christmas, and they couldn't cope !!!!! It's such a shame for a lot of money £56.95 pp to be an unpleasant meal and ruined...