The Green Man — Restaurant in Warwick

-Edit- Spoke to a manager on the phone who apologised profoundly, invited back so will try again after lockdown

-Edit 2- Return visit was much better so will add a star

Previously been good, last nights experience left a lot to be desired. Pre-booked table for 7pm, ordered food on the app which was done at 7.30pm. Drinks arrived promptly, all good.

After waiting for almost an hour, we started to get a bit concerned as one member of our party had to leave shortly as he was working a night shift.

When querying how long it may be, we were offered no real guidance. Surely if you know how many tickets are in front you would have a rough idea and it was more frustrating seeing some people getting their main courses, eating them..waiting and then getting their desserts before our mains even arrived.

We asked if it was possible for them to just do the main for the person who needed to leave soon so he didnt miss out but they couldn't do this and advised it would be about 20minutes.

In the end we waited 1hour and 40minutes before the food arrived. By this point my brother had already left. Toad in the hole was good, 1 steak was good and the other undercooked. Veggie burger was really depressing. At this point having waited so long we just wanted to eat it and go.

We were offered a round of free drinks by one of the waiters which was a gesture we declined but appreciated, we were more concerned about my brother missing out or being late for work.

Upon cancelling his order when he left, the entire order was cancelled and refunded although had to clarify that we still wanted ours having waited that long. The meal didnt cost us anything however it didnt feel like an intentional refund but rather accidental.

The Green Man were very busy last night, I imagine most tables were pre booked though so they should anticipate what is going to happen. It seemed other tables were getting a similar frustrating experience too.

The downfall seems to be extremely poor management. We felt a bit bad for the waiting staff who were getting grief of everyone that night, as it wasn't really their fault and they were clearly getting frustrated with it.

We didn't have a single member of management come over to check on our food or even apologise properly. There was an extreme lack of care and attention.

Sometimes things go wrong, but how it is rectified is a huge reflection on a business, and in this instance we just felt like an inconvenience more...

I have had to edit my review following my recent visit on 27th May as after 3 weeks my partner who was charged 4 times totalling £156 for a £31 meal on the app has had no resolution from The Green Man.

SEVEN WEEKS HAVE NOW PASSED

When they were made aware of this issue after 2 days which was nearly 3 weeks ago. At time of original edit. The manager Chris has taken one phone call to fully understand the issue never responded to any emails and never returned a call as promised to provide a refund which was promised.

After care service is therefore embarrassing and shockingly poor.

UPDATE 16TH JULY 2023 7 WEEKS SINCE my partners INITIAL COMPLAINT.

DESPITE THE MANAGER recontacting my partner and ENSURING THAT THIS IS A TOP PRIORITY FOR HIM ....it clearly is not, actions always speak louder than any words, NOTHING HAS BEEN DONE AT ALL EXCEPT WORDS AND EMPTY PROMISES.

This is an example of how NOT to deliver customer service, how to ensure an establishment does NOT get repeat business. An example of everything that is HOW NOT TO DELIVER CUSTOMER SERVICE.

Its embarrassing.

Ember Inns Customer Service Team are just as bad with no response either to the issue raised.

My partner remains £125 out of pocket SEVEN WEEKS LATER!!!!!!!!!

A very pleasant place both inside and outside to have some food as well as a few drinks.

The staff are very friendly and helpful.

The food is to a good standard.

There are a few different Ales to try as well as cider and lager including Madri.

Though l have to say that 2 weeks later my partner who was charged 4 times for our food so a bill of 32 became 152 ish has still not seen her bill rectified. So let's see how things play out.... as you can see above WORSE THAN YOU COULD...

An honest review. We were staying in a hotel locally and looked online for local pubs to eat. We turned up and were told to help ourselves to a table. All okay. Ordered drinks and food via 'Elmer Inns' app and drinks arrived within minutes. Half an hour waiting we did not receive our starters' so another couple of drinks ordered and arrived...... Another 20 minutes later our starters' arrived. Very nice food and hoped for more.......

After another 45 minutes I was waiting to get the attention of anyone that was serving or a member of the bar staff. If our food was not started we were going to leave. At this point I did not know if there was a complaint/refund process via the app but was willing to loose the money and leave. At this point our food did arrive and was excellent. Quite possibly the nicest burger I've eaten out. Burger was cooked to my liking (pink inside) now I imagine this would not have been the case if the food wasn't being rushed out, I'm sure the staff were aware that the delay was beyond reasonable.

One mains' were finished our desert was fairly quickly bought out. Again very nice. Maybe the delay tactics made us appreciate the food more but honestly it's a strange feeling when the food took extraordinary level of time to arrive yet taste so good. I'm sure we weren't the only ones with issues. Did we enjoy it? Yes. Will...