Family meal out and dreadful, rude service!

shelene

Hi all:)

Just come back from what was suppose to be a nice family get together at the local Waggon and Horses pub and restaurant. As a family spent about £100 plus drinks for 8 adults and 4 children.

I booked a table in advance as it was a large group - upon arrival a table had not been reserved so they tried to sort one out - whilst huffing and puffing about it. My sister and her partner got moved again after seating as they were told they would need to reserve that table ( after she sat there with no signs). So shemoved again - After we ordered food and drinks they came but alot of orders incorrect and missing so we had to ask for the waitress service to sort them out so they were correct, starters came out after finished the main, and bits missing. I ordered a 2 for 1 and the other meal was for my child which swiftly after he started to eat it got a visit from the 'manager' who informed me i would have to pay for the other 'free' mal as they were not intended for under 10 yr olds. She was rather agressive in her tone and not customer friendly at all, i agreed to pay the extra £9 for the 'free' meal.

One particular waitress was soooo rude to us, i asked for details of where to sent a letter of complaint regarding the service - or lack of. She gave me details, after this i requested reciepts for proof of purchase to go with the letter of complaint - which began a whole new set of problems - i was informed in a very rude tone - well if you wanted a reciept you should have asked for one when you ordered your food!' i stated i was entitled to a reciept and they eventually provided me with hand written reciepts, which after a further request they put the establishment details on.

The whole get together has been ruined due to extremely poor and rude customer service, and the family is rather upset at the whole experience.

When my sisters were settling up they also had problems with obtaining reciepts and the particualar waitress stating ' your sister needs sorting out!' (3 sisters and partners with children and granparents out together), and refused to give her name when requested so i could put this in my complaint letter.

I will write a letter of complaint but i dont know how it will be attended to as this establishment does not have a head office, i think it is a franchise, the address they gave me for the complaint was the address of the place. Was are my rights to respond to this extremely offensive, poor, and bad mannered service which came with an attitude??? :mad:

They were really arsy with us from start to finish and even shocked the other customers especially aftr the manager came out to tell us about the 'free' meal and the way that was handled.

Any words of wisdom - i dont want them to have the last laugh and think they have got away with acting and behaving in this manner towards customers

Thanks in advance
I still cannot believe my family have been treated in this manner and that i paid for the pleasure! I am still shocked as are my parents who are visiting for the weekend for a special occassion. Also the fact that all this attitude and hostility was displayed in front of the children. We were not happy to say the least

McKneff

If the service was bad, to be honest, i would have walked there and then.

If you get nowwhere with your complaint and i fully understand why you are compaling, book a table for 12, 3 weeks running and dont turn up.

Apart from that stand outside the pub, pretending to vomit.

There is always a way to get your own back:D

McKneff

Waggon and Horses where by the way?

shelene

Westhoughton, Bolton

We paid for the food up front, i presume if i eat the food then didnt pay for it they could have me done???
Have i got any consumer rights, any other 'body' that would support my complaint or reply i should get after i complain from the company??

I am so annoyed

durham_girl

Review the place on every review site you can find.People often google reviews before they try somewhere new and a negative review can be damaging.

Also the more you say Waggon and Horses Bolton, the higher this thread goes in Google search results

Zazen999

If it's that bad in the first 5 minutes; it's hardly likely to get any better as the meal goes on

jacktyler

durham_girl wrote: »

Review the place on every review site you can find.People often google reviews before they try somewhere new and a negative review can be damaging.

i would second that. :T

google maps is a good place to leave one, because, when you google waggon and horses westhoughton, it's the first to come up.

there are 8 reviews of the place already - mixed really, but the poor attitude of management and staff is mentioned more than once.

http://maps.google.co.uk/maps/place?cid=7326198387987229534&q=wagon+and+horses+Westhoughton&hl=en&gl=uk&view=feature&mcsrc=detailed_reviews&num=10&start=0&ved=0CGkQtQU&sa=X&ei=OVmlS6q4HoXUjAeinomcCA

hethmar

durham_girl wrote: »

Review the place on every review site you can find.People often google reviews before they try somewhere new and a negative review can be damaging.

Also the more you say Waggon and Horses Bolton, the higher this thread goes in Google search results

Review the Waggon and Horses Bolton on Trip Advisor

hethmar

Should that be Waggon and Horses Bolton or Wagon and Horses Bolton?

shelene

Waggon and Horses Westhoughton

I am looking at the consumer direct website now to see what i might be able to do...sooo im being brave and going to complain, highlighting the main problems with poor service and request a full refund.
I probably know what the answer will already be... but will be interesting to see what the response is and also if all the family complain individually then will cause them more work... Apparently you should expect polite fair service and apparently they should respond to letter of complaint within 14 days!

i got this from a consumer website too - 'You have the right to expect waiting staff to be courteous and to have a reasonable amount of care in the handling of your meal. If this isn't the case - say, for example, a waiter is surly or abusive - you should complain to the manager. Under the Supply of Goods and Services Act, you have the right to expect reasonable care and service. The best course of action after complaining is to take your business elsewhere or refuse to pay for the meal. If you've paid, complain to the restaurant owners. You're eligible for compensation up to the amount you paid for your meal.'

hethmar

http://www.tripadvisor.co.uk/ShowUserReviews-g1205960-d1463246-r31792765-Waggon_Horses-Westhoughton_Greater_Manchester_England.html