The Woods — Restaurant in Worthing

It's difficult to explain the reasons for this review in full on here but I feel that others must be made aware of what we discovered last night. I visited here as a party of 4 last night, one of whom suffers from Coeliac disease. We had a very pleasant meal with good service until we got to dessert. We modified our dessert order after placing it but received our original order. This was understandable mistake given how busy the restaurant was, however, the mistake was "rectified" by the gluten containing element of the dessert being removed in the kitchen and the dessert returned to the table.

It was explained to the attentive waitress that the dessert is not gluten free if it has previously had gluten on it. The waitress listened politely, apologised and offered to bring a fresh one. At the point my friend didn't want to bother and declined the offer. It was made clear to the waitress that we realised it wasn't her fault but that the establishment ought to be aware of this. The waitress said that her supervisor would come over to speak with us.

The supervisor did come to speak to us at which point we reiterated the same concerns, making it clear that we weren't looking for a fresh one or a refund but instead wanted to make them aware of the potential health risk they just presented. Rather than apologising the supervisor chose to challenge our point of view and suggest that it was "our fault for not mentioning my friend was Coeliac, as if she had, the kitchen would have made it differently". The discussion lead on to us being told that the Gluten Free marked options on the menu were actually still cooked alongside the normal foods and that for "[most of our customer's it's just a lifestyle choice so it doesn't really matter]". Unhappy with this response, we then questioned the supervisor's handling of the situation and suggested that coming out here to argue with us was not an acceptable course of action - which was met with further confrontation. The end result being that we have discovered that at Woods Burger Kitchen "gluten free" does not actually mean free from gluten - which for any Coelaic's out there is a very important differentiation. This is especially upsetting as we chose this restaurant on the basis that it has a high percentage of gluten free options on it's menu. Although now we know that is not actually the case.

I will admit that some colourful language was used by one of my friends towards the end of this situation and I don't condone that, but I think it was understandable given the risk to health created by the mislabelling of Gluten Free food on your menu and the clear disregard for peoples' welfare (see second quote above).

I'm sure you'll have plenty of visitors to keep you going, I just hope none of them are Coeliac and end up in hospital as a result of your misrepresentation of...

Yesterday evening was the third time I have been to this burger joint and each time I have visited tonight’s was what prompted me to write a review.

My first encounter at Woods, we had not booked and it was quite near their opening. We were told they might not have room for us. It was busy, but not full. After a bit of head scratching and chin rubbing, it was very dramatic, they finally allowed us to sit at a table near the door and told us we only had a certain amount of time to eat, then we would have to leave, or vacate the table was how it was worded. This, to me, was very rude but we decided to go ahead with their “kind offer”. The food was good and the service average.

My next encounter was with a group of work friends. The person booking the table told us, after the event, what an exasperating experience booking the table had been. We asked to eat around 6:00pm. This was agreed again after much deliberation. We were also told that they have a three sitting policy and therefore, the table would be needed after an hour or so. This should not be something they tell “the customer”. Our table time was moved further and further out until we were eventually eating at 8:00pm. Had we all known this went on we would have booked somewhere else.

My final encounter yesterday evening 9/3/18 was the last straw. This time I called to book a table for two. A male answered the phone and did the usual when I asked for a table at 5:45pm. He deliberated and cogitated and eventually allowed us to have a table at this time but we had to be finished by 7:30pm because (yes, you’ve guessed it) they have a three sitting policy on the weekend. This was bad enough but we arrived at our allotted time, we chatted for a while and ordered around 6.00pm if not before. Our food throughout the meal was not brought together either my friends food arriving or mine a minute before or after the others. While we were waiting for my pudding to arrive the manager (or the male in charge) came along with his little electronic gadget and told us “Because you were late to your table we will have to move you as we need this table for 7.00pm”. Naturally we argued our case; we were not late. Do you think it is good customer service to be telling your customers about your three sitting policy? This went on for a little while; we gave in and said where are you moving us?

I just need to point out; WE WERE NOT LATE. Even if we were our table was ours until 7.30pm. Our old table was not used until 7.30pm!!! The food was good but management attitude needs a lot to be desired. Needless to say, we will not be frequenting this burger joint again. I dare you. See for yourself with regard being told about the “three...

I've been going to Woods for a long time now and have never normally had an issue with either the customer service or food. However tonight's visit has definitely left a bad feeling towards them as the customer service has let them down massively.

This was actually my second visit this week, I had a table booked Wednesday night 16/01/2019 and a table booked by myself and my brother this evening 19/01/2019 for my mum's 66th Birthday. We arrived at 5:30 for our table, on time and to start it off, were not served until 6pm. All was going ok until 6:40. We had just ordered a second round of drinks and deserts when one of the waitresses came over to say that we needed to leave soon as they had another booking, placing the bill in front of us. Naturally I was annoyed with this as we had just placed another order, and asked to speak to the manager. I want to stress that I'm sure it wasn't her decision, and that she was only doing what she was told to do.

The manager, named Ranalto came over and I explained that I've never been moved on from a restaurant especially when still ordering. His reply was that we were not being rushed out and he wanted us to enjoy our food, a fair enough reply and one that I could accept. To then only be hassled again 10 minutes later by a different waitress waving the card machine at us. At this point I paid the bill as I could honestly say I was getting bad tempered with the rudeness of it all. I spoke to Ranalto again to express how disappointed I was and he couldn't of been any less interested, instead telling me the ages of the next party involved (unprofessional) and how he couldn't have them sat at the bar and why he wanted our table. I pointed out that the table next to us had been there before we arrived, and were still there evening though we were being made to leave.

I understand that woods have an hour and a half policy especially during busy periods, however what was really gruelling is that the table to the left of us had not only been there when we arrived, but were not moved on like the manager said they would be some 20 minutes later.

As I've already said I'm disappointed by there behaviour, this was not what I was expecting for a regular customer, not that should make a difference. It's a shame as up until this point I'd never had an issue. Eat here if you're happy to be rushed out even though you've just ordered a...