Refund not given after being told I would receive one

Lys3687

We had paid a deposit for a Christmas meal which they had forgotten about. We were seated, however the meal was not acceptable. We were provided with left over microwaved Christmas dinner from earlier in the day (meal at 4.30) which the waitress admitted happened. Some guests didn’t get their preordered meal as it wasn’t available and had to receive an alternative. Children received their meal first and had a few bites before saying they didn’t like it. Shortly after the adults meat was provided on the table, then 15 minutes later veg, 10 minutes later other side dishes. We complained that food was getting cold and some of the side dishes felt as though they had come out of the fridge. One particular side dish was sat it water and the pigs in blankets weren’t cooked. The waitress apologised and then continued to bring out more left overs as though she was making up for it.

At this point we asked for the restaurants manager and explained we can’t eat the meal for various reasons, he apologised, acknowledged we were disappointed and said that the preorder we sent a week prior hadn’t made it to the kitchen, which is why the meal was of poor standard. 

As we didn’t eat the food other than the kids few mouthfuls he offered us a full refund of our deposit, which we agreed upon. He then came back and said he would call the following day with the deposit as it’s accounts that needed to process it. It turned out he was in charge but not the manager. I then received a text message that I would be called 2 days after this day, however my son was admitted to hospital with a serious bowel problem, needed surgery and we were there just under a week. 

I since communicated with the restaurant to receive the refund they verbally assured me I was getting and I have just been told to call back at a later date. 

Finally on 4th of January the manager text me asking for my email address and emailed me to state that they can not call me and my vouchers can be collected from the bar from Wednesday. I responded to say that vouchers weren’t agreed and that some of the party of 12 travelled a fair distance and do not want vouchers. The restaurant didn’t reply so I have since emailed asking for a response to which I received a short line of “your vouchers are at the bar” 

Previous to this meal i had a poor meal with friends and I was apprehensive about going again, however the junior manager assured me we had no concerns and it was a staffing issue that night. As we had already booked and Christmas bookings are difficult to come by I gave them the benefit of the doubt. 

I have explained this, I have explained that providing us with warmed up food/ uncooked food was not acceptable and they accepted this on the night but now not interested. I also am pregnant and request a non alcoholic drink, a member of the party noticed it was alcoholic as it was being poured into my glass at the table. No acknowledgment or apology to this in the email.

I am extremely unhappy with the response to any of the above, and we are yet to find out if the reason my 6 year old son had to have emergency major bowel surgery because of something he had eaten and got food poisoning. Causing the issue. We have a follow up next month to discuss. 

However, where can I go with this to receive our deposit back like they stated. 

Thank you.

Aylesbury_Duck

Letter before action and small claims court.