Visited with three friends for Sunday lunch. Two of the three starters we'd ordered took 25 minutes to arrive the third turned up three minutes later. It was perhaps an early indication of what was to follow.
After a 40 minute wait - during which tables seated around us and which had arrived after us were all served - we gently enquired as to when we could expect our main courses.
Five minutes later two plated meals were dutifully delivered - with a mumbled excuse that the kitchen had 'fallen behind'. But we were assured that our missing two meals would be three minutes. Having waited the three minutes out of politeness - our two friends invited us to tuck in before the food was cold. 15 minutes later - just as we were finishing. The other two lunches arrived! With another apology and an assurance that the recompense for the disastrous 'two-sitting' lunch would be reflected in the bill.
And was it? No. After considerable haranguing the ill-mannered an relatively unapologetic person we assumed was in charge agreed to remove the price of four coffees and the single pudding from the £90.74 bill. While also explaining that it was our fault because we'd ordered starters!
All that would have been required was a pre-delivery admission that the kitchen had screwed up the food order...a glass of wine on the house while we subsequently waited so that the four meals that were being prepared could be delivered together...and an apology for spoiling our pre-planned lunch for four.
Staff - you need to revisit the meaning of customer service. You may have secured £90 this time, but you'll never see any of us again and we will be recommending to as many people as we can that they eat elsewhere - probably the Greyhound opposite, where they understand how to combine terrific food with a pleasurable customer experience . Despite your food being good - your interpersonal skills and customer service strategy are appalling! Cross the road and learn how it's done!
And your 'manager' needs an urgent refresher course on customer service and manners.
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