Treatment when I complained...

niknaks

My first time on the Vent board. Just wanted to share my experience of a pub lunch yesterday. This is the email I just sent, I am too soft I know, but I cried all the way home.

niknaks


Yesterday, my husband and I had lunch at the Wheatsheaf Hotel in Baslow. I am afraid it was not a nice experience.

We sat in the patio area, and it took a long time to get the attention of the waiting staff, who appeared fairly frequently, but did not look over so we could catch their eye. A great deal of attention was paid to the tables - chairs pushed in - and menus arranged - but less attention to the actual customers.

The food was of poor quality. My husband had the gammon and steak option. He asked for the steak to be medium, and it arrived overcooked (even for well-done) and gristley.

I ordered the roast beef. The beef was tasteless, the potatoes small, blackened and dried out, and the mash and turnip mix was also dry. It did not even look nice.

The table next to us was served all of their food, but had to find their own cutlery and my glass had lipstick on it.

We tried, unsuccessfully to get the attention of the waiter again to mention the problems with our food. In the end my husband ate his, and we waited for the bill. Again, it took some time to get the waiter's attention.

When he did come over, I mentioned quietly that my meal was not good. He asked why, and I mentioned the potatoes and the beef. He then said in a not-very-friendly-manner 'Couldn't you have told me earlier on?'. I explained that I could not get his attention, at which, he walked away saying he would get the manager. He did not once say 'sorry' in any form.

The manager then came over, and I explained again. He said that nobody else had complained and I was left feeling upset and humiliated.

We were given the bill for the full amount, which we paid.

I have gone into a lot of detail in this email, so that you realise exactly why I am writing. Had there been one or two inconveniences I would not have minded. What I am truly upset about is the treatment by the staff. I did not raise my voice or call the attention of the other diners. I do not feel I was treated in an equally courteous manner.

It is because of this sort of treatment that people are nervous of complaining.

IvanOpinion

You should not have paid for it... I have walked out of restaurants on more than one occasion due to bad service or poor quality food. Simply pay them what you feel the meal was worth and let them challenge you for the difference - e.g. in one restaurant the starters were excellent and the main course was cold and overcooked (looked like it had been sitting for quite a while), I asked for a replacement and the waitress got snotty with me so I threw enough on the table to cover the starters and walked out.

Just don't expect to ever be allowed back in

Ivan

Mark7799

It would be interesting to find out what sort of response you get. My wife and I had a recent experience of poor food and service in a restaurant and I asked for the manager before the bill (one aspect of poor service was that no-one came to ask 'everything OK with your meals'). The manager apologised profusely and scrapped our bill. We've been to the restaurant before (it's changed hands recently) and will go back there again as we felt we were treated decently by the manager after complaining and are prepared to regard this as a one-off aberration.

My "favourite" complaint is still the case where we complained about the delay in getting our meal to be told the waitress had resigned after taking our order and taken her order pad with her!!

Scoflo

I would find their head office & complain. I complained & was made to feel pretty small for it in a local child friendly pub. I wrote & complained to the manager & gave it a week, It hen wrote to head office. I ended up with a very full apology & £30 off my next meal. They didnt half dance then.

edit - chronic spelling

trace-j

Some details of the hotel found here, not sure how upto date it is.

Apparently Mansfield Brewery run it.

Registered Head Office:
MANSFIELD BREWERY LIMITED
THE WOLVERHAMPTON & DUDLEY
BREWERIES PLC
PO BOX 26 BATH ROAD
WOLVERHAMPTON WV1 4NY
Company No. 00203685

Wolverhampton and Dudbley Breweries Website

Send them a real snotty letter.

nearlyrich

It's not very nice to be badly treated in a restaurant, it spoils the whole day and I understand your reluctance to complain. I have had cause to complain, the last time was in a pub/hotel where I regularly stay on business trips and the food is usually really good, last time my salmon fishcake starter was frozen in the middle :eek: I just called a waiter over said what the problem was and that I didn't want a replacement starter and I didn't want to see it on the bill. They were fine about it, the usual chef was off and they were struggling in the kitchen.

Hope you get a response with a suitable offer of recompense.

rchddap1

What a horrid experience. I would certainly complain further up the chain and I hope you get the matter resolved.

maggie1976

That's shocking treatment! I had something similar when I was out for a meal with my DH and two friends and not one of us had a nice meal. We complained to the manager who arranged for free desserts but didn't seem to be very bothered with the fact that we'd been served badly reheated chicken, black carrots and other nasty things!

So I complained to the head office (making sure I told them I didn't want to be sent vouchers as I had no intention of returning there!) and was sent a letter asking me to book a table for four at one of their other local restaurants and that our meals and drinks would be free.

Definitely worth complaining higher up IMO.

I also had some success complaining at our local Chiquitos, we gave our names to the chap at the 'reception' desk and was told it would be 40 minutes before we could get a table. We'd booked cinema tickets for later that evening and we made them aware of this.

An hour went by and no sign of our table so DH approached the manager, who coincidentally said 'oh your table is ready'. We had to order and eat at breakneck speed and I ran on ahead to the cinema to get 2 seats together while DH paid.

I wrote a letter to complain and they told me that someone with a similar name had 'taken' our table lol! I've got a voucher at home for £20 off food and drinks, plus a promise of 2 free cinema tickets which is great. That reminds me, I must use them soon!

Good luck!

niknaks

Thanks for all the responses. Has made me feel a bit better. You start to question yourself, which is daft.

I shall let you know if I get any response.

The irony is that I am quite a confident person normally, but I hate confrontation, and this really upset me.

RedOnRed

IvanOpinion wrote:

You should not have paid for it... I have walked out of restaurants on more than one occasion due to bad service or poor quality food. Simply pay them what you feel the meal was worth and let them challenge you for the difference - e.g. in one restaurant the starters were excellent and the main course was cold and overcooked (looked like it had been sitting for quite a while), I asked for a replacement and the waitress got snotty with me so I threw enough on the table to cover the starters and walked out.

By law you have to pay something for the meal. So you could give them a pound and tell them to take you to a small claims court for the rest. If they do call the police the police should declare it a civil matter. You should also find you're covered on your household legal cover insurance for such disputes.

That is why in most reputable restaurants they'll come and ask you how your meal is half way through it (usually timed when you've got a mouth full of something very chewy). That way they can put it right and avoid any embarrassing repercussions at the end of it.

rizla01

Ever had food poisoning?

What are you supposed to be able to prove when you spend all night long throwing up following a night at a greek restuarant?

Had that once and felt that I wouldn't be able to do anything about it other than not use them again.

And I am someone that ALWAYS complains!!

Riz