“How to make u feel unwelcome. Holiday letdown.”
Me and my friend were holidaying with our kids for Easter and decided on popping in here after the board outside said free Easter egg with children's meal, this gave us the impression it was a family friendly place. Although we didn't order food, we ordered 4 hot chocolates for the children as it was bitterly cold outside and a bottle of champagne for me and my friend at a good price of £28. The lady behind the bar made little eye contact no manners what so ever, infact I'm absolutely disgusted by her attitude to say the least. Firstly my daughter who's 3 was standing on the back seats with out her wellies on and that woman shouted across the bar, get down those seats are new, so we politely asked my daughter to get down. Then the kids were chatting etc my son got up and tripped over the table (he's 7) and fell over onto the floor, she then shouted "oo watch what your doing!!" Rather than oh be careful are you ok. I couldn't actually believe how horrible she was, then we asked the kids to quiten down bearing in mind we were the only ones in there apart from get friend standing chatting at the bar. My friends done picked up the unlight tea light candle (he's 9) and she stormed over and snatched it out his hand with force, the wee man actually jumped back. I was so shocked and disgusted I couldn't take anymore of her bad attitude. I calmly told her that we don't appreciate her attitude how unwelcome she made us and that she' made the kids feel awkward. She said " its a bar" and shrugged her shoulders. Nice customer service ?? Her friend at the bar proceeded to rant on but I couldn't make out what she was saying but to be honest it wasn't important. Someone with such lack of people skills shouldn't be working with the public and advertising a family friend place when they make u feel awkward and in welcomed. Our children said she was switch and believe my her frostiness was quite so. I asked who the owner was and her name but she stood silent then said I'm the manager ... Disappointing to say the least .. Don't take your children here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 4, 2013
This is a very interesting "review". Firstly the manager and staff of our establishment have a professional duty to ensure the safety and comfort of all of our customers, they are employed to deliver a quality service and good value food and drinks. Most people would agree that a wine bar and restaurant is generally an adult environment, like Foxtons though, many similar places like to encourage parents to bring their whole family and enjoy a comfortable safe meal or event. But we would stress that everyone would expect our customers to be bringing "well behaved children". I am delighted that so many people now bring their very well behaved children to Foxtons, especially on Sundays. The sound of happy familiies is good for our business and it's future. Tracey, our manager and her team are very friendly people and highly respected by hundreds of our customers, as many of the reviews on Trip Advisor have reported. But they will not tolerate badly behaved adults OR frankly children. We have the ability to refuse to serve people who are not behaving in a normal manner and or whom are upsetting our other customers. We are a very tolerant team and we rarely have any issues with customers. Sometimes adults can get a bit too merry and loud! But we are, as I say always very tolerant.
Report response as inappropriate
It is never nice to hear crticism of course, we are always willing to learn and improve our service. But I have to say this "review" contains from the start "criticism" which seems particularly vindictive, very aggressive towards our manager in person and based on some very different views of what the description "well behaved children" would mean to the vast majority of people reading this. The wine bar is not a playground and we are not a creche. As parents it is your responsibility to control children and ensure their safe behaviour in a public place. Given that there was no such control and these children were badly behaved, our manager and correctly in my view, requested that they were controlled. And in that she was doing her job properly and professionally.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.