Christmas Day No festive cheer

Never felt so strongly to have to write a negative comment about the service and customer care. Had Christmas day dinner booked at this pub as previously we have had very good service and the food was of good quality. Obviously Christmas day dinner is a special family occasion and of course the pub is going to jam pack the place but this was to the determent of the customer experience and the time to get served. We booked the meal back in October and was really looking forward to a good meal. We arrived at 1.00pm, and still hadn't had our main meal by 3pm. When the meals arrived they were cold and my meal didn't even have roasties on and my sisters mash had a lovely skin on it, very appetizing. We decided to leave without eating our cold meals. very frustrated and angry and especially having to pay £45.00 for a bowl of onion soup, we didn't want to cause a scene as it was Christmas day and others were still waiting for their meals. we complained to the manageress who couldn't understand what the problem was, she offered that she would wrap the meals for us to take home (reheat turkey? Health food and hygiene issues) she would give no refund. So our Christmas day was ruined and no understanding or acknowledgement from the manager about the very poor service and quality of the food provided. My brother visited the pub a couple of days later to try to discuss the issues we had but again no apology or refund or acknowledgment that the service she had provided was at anyway at fault . I just feel that it was a great shame that the management of this pub seem to think higher of quick profit making events rather than back to basics of great customer care and return business.

Rieplay shearer - 30/12/2011 | report this review