Fizzy Moon Brewhouse & Grill — Restaurant in Warwick

Visited this Tuesday, on my twin girls 18th birthday. Bought them both a cocktail at the bar, whilst we waited for family to meet us. Their first alcoholic drink as legal adults, a milestone.

Was served by a great guy, who took our order and brought drinks over, whilst wishing the girls a happy birthday. Fab service on that count.

My husband, two sons and both of my daughters boyfriends met us 10 mins later. They bought themselves a round of drinks , which they also paid for at the bar. (We have proof of all bank transactions).

We then went to leave, as had a table booked for a meal elsewhere.

This is where the experience turned sour.

I was accosted at the door by a young staff girl, clutching an iPad. She completely blocked my exit, felt dramatic and quite a scene. She made the accusation that I had not settled my tab and needed to pay up.

I explained we had already paid at the bar. The young girl quite frankly sneered at me, disbelieved me and marched me off to see the manager. I use the adjective young, to highlight the difference in age between myself in my fifties, professional and law abiding, approached by a junior.

She was doing what she had been trained to do, if a tab shows to be unpaid. She was tenacious to her training and appeared inexperienced in how to deal with confrontation when error is involved. Although she did the right thing to escalate to management, who made little to resolve my distress.

I found the whole experience humiliating beyond words. I explained to the manager that we had paid. The young girl then said I hadn’t and stated that there were burgers and chips and drinks to be paid for on tab.

Eventually the manager said the tab was historic, from the table we had sat down on. So I was free to leave. Her parting words to me “mistakes happen”. I fully appreciate that and totally take on the chin that errors are made.

I left feeling totally deflated by the experience though. I felt truly victimised by the error and would have so appreciated some sense of more heartfelt apology from management and staff. The younger bar staff, still glared at me as I left, unbelieving and judging me as if I was a thief. I do not blame her for that, although I found it distressing. She probably hadn’t faced genuine error before.@

It marred a special family occasion and I still feel upset and traumatised.

I currently feel that I will never return to Fizzy Moon, again. The departing experience has left such a bad taste and memory I can’t erase. Made worse by it being such a special occasion for our family.

Please do use this treatment as an example for future training of staff and management. Being a manager myself, I am so aware that mistakes like that can always be smoothed over with some humour, compassion and genuine apology. Had I received that Tuesday I would never have left negative feedback. I would have left the premises feeling exonerated, and totally accepting that mistakes are made. Instead I left disappointed and rather humiliated by the whole ordeal.

I have just read some of the management responses left to low reviews and find the manner of retort shocking, almost aggressive. This echo’s my experience of overall poor training, management and an inability to adequately engage with errors / complaints when made. The responses made to reviews, appear to lack a professional air. This also needs addressing. Hopefully you will take on board and will be able to demonstrate improvement, when next assessed for the establishment awards you are proud to promote. You have a great venue and some brilliant staff, you just need to refine training in response to false...

I went out for a work night out there was 12 of us and we arrived around 6pm, went to the back outdoor area and grabbed a table there wasn't any big enough for us but can't fault them the seats were good, we were having a good time and I was vaping and didn't realise I wasn't allowed to as I missed the sign it was a small sign above head height covered in greenery decor, but luckily I was approached by what can only be described as an one of the workers from Charlie and the chocolate factory, short, covered in fake tan and silver patchy hair, there was kore wrinkled trenches across his forehead then there were in WW2, and the cherry on top was his white unbuttoned collared shirt with 'Minecraft' graphics on it. Anyways he told me to stop vaping I apologised and said I wasn't aware, the night went on I accidently looked over at this orange tiny gentlemen and caught eye contact by mistake a few times, I don't think he liked this because he put a reservation sign on our table at around 19:35 I was confused why as we'd been there the longest and we had spent collectively over £200 1h30mins roughly we were there, we've basically paid his wages for the night and now he's basically telling us to leave, anyways I asked a staff member why and he said he doesn't know so I asked to speak to a manager because it's unacceptable, well to my surprise over walked the Oompa Loompa again completely confrontational not answering why he's reserved the table and basically telling us to do one, I told him we've paid for drinks and he said "I'm not bothered I need this table at 7:45" so I just dumped my drink infront of him and told everyone let's go. We left and I told the security at the door what had happened he said that guy isn't the manager and he'll speak to the owner, my colleagues told me to leave it but I wasn't going to because he tried to ruin our night for no reason. The manager came out and we explained what happened and explained how he only kicked us out because the guy "didn't like the look of me or my attitude"(his words) we didn't even have a conversation anyways the he was really sorry for the experience and said we can come back in and he'd like us to come back in. We said we're okay and we left and I thanked the security guard. So if you do want to attend here be aware you might upset this...

I went for a couple of drinks before dinner - we were a group of 4. Unfortunately it was quite possibly the worst cocktail (daiquiri) and gin & tonic I've ever had. The daiquiri was frozen and overflowing. The gin had at least twice, maybe three times as much tonic as normal. We could barely taste the gin. And for somewhere purporting to specialise in gin only having 1 bottled tonic (a Mediterranean one) was strange. And then there was the music, which was too loud and ruined the ambiance.

Update: I'll let people form their own views about the response from the owner or manager below. It's a shame they didn't address most of my points. I do want to correct the owner or manager on a couple of points: We paid for our 7 drinks in full (£60.30 including the £20 deposit for the table booking) and I certainly wasn't angling for a freebie. I didn't even complain - it was the first time my parents had met my partner so I didn't want to make a scene. There was no conversation about what was wrong with the drinks. That conversation just didn't happen! After I paid we left the gin and tonics half drunk on the table since we needed to get to our meal...