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“Truly shocking customer service - AVOID!”
Review of Monkfield Arms

Monkfield Arms
Ranked #291 of 691 Restaurants in Cambridge
More restaurant details
Restaurant details
Good for: Families with children
Dining options: Breakfast, Late Night, Outdoor Seating, Reservations
Bournemouth, United Kingdom
Level Contributor
35 reviews
26 restaurant reviews
common_n_restaurant_reviews_1bd8 19 helpful votes
“Truly shocking customer service - AVOID!”
Reviewed November 3, 2013

The outside of this venue is quite deceptive, nice looking, good paintwork.

It falls apart however when you go in.

Filthy dirty, sticky tables, carpet covered with trodden in food.

Menu was broad, more along the lines of a cheap value steak house.

Customer service was disgusting. Everything we asked seemed to be an imposition. We got served by two different team members, both older, both looked and acted as if they couldn't be bothered. We were greeted by answers like "no substitutions" and frequent tuts and mutterings under the breath.

Food was ok, nothing outstanding, but was acceptable when it arrived, however on both of our dishes the changed we asked for didn't happen.

Take my advice, stay away, this pub doesn't want your business, so don't give it to them. Go somewhere that gives a damn.

  • Visited October 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
1 Thank bmthguy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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182 reviews from our community

Visitor rating
    57
    43
    29
    20
    33
Rating summary
    Food
    Service
    Value
    Atmosphere
Date | Rating
  • English first
  • Any
English first
Tilbury, United Kingdom
Level Contributor
129 reviews
89 restaurant reviews
common_n_restaurant_reviews_1bd8 62 helpful votes
“brilliant afternoon ....”
Reviewed September 29, 2013

staying at the Cambridge belfry my wife and i decided to take a walk out. we passed this establishment and decided to pop in for a small drink ......well needless to say we spent the rest of the evening in there and had dinner as well...the young lady who served us was brilliant,,,,and i'm ashamed to say i have forgotten her name ,,,,she knows who she is ....... will return to this pub again even though we live miles away.....

  • Visited September 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
1 Thank Mark L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
St Ives, United Kingdom
Level Contributor
419 reviews
258 restaurant reviews
common_n_restaurant_reviews_1bd8 362 helpful votes
“Brilliant bargain Burgers”
Reviewed September 15, 2013

Some mixed reviews on this establishment, but we have just visited twice now within a week, the first visit for a drink on Monday prompted us to try a meal after shopping in Cambourne on Saturday.

We first popped into the Monkfield Arms in Cambourne on Monday whilst finding we had an hour to 'kill' before attending a funeral service at Cambridge Crematorium. We only had time for a quick drink and 'recce' as we had often thought what this place was like.

Initial impressions were favourable enough for us to decide to visit for lunch on Saturday. The meals we observed being served on Monday looked really good and wholesome. There is an extensive menu with all the British Pub favourites and all at very reasonable prices.

When we visited on Saturday we decided to sample the fayre by ordering the safe option of the Burger and a Drink for £5.95, wow what a choice we made - absolutely brilliant burgers!

These were clearly freshley home made, chunky, moist and flavoursome. So 2 x burgers, home made chips, drinks and a pint of cider, all for just a tad over £15. Complete bargain.

It also has to be noted that half way through our meal, the very friendly waitress conducted a satisfaction check. Further to the customer service the bar staff went the extra mile by bringing over slices of lemon to our table for the diet pepsis as there was none available at time of ordering.

On leaving I noted that the burgers were proving exceptionally popular as a table of 5 was being served them too.

The toilets at the Lounge end were well kept and clean, however, there was a lingering smell of stale urine in the gents toilets in the Bar end. I noted this during our first visit on Monday and although the gents toilet had clearly been cleaned and the smell attempted to be concealed with freshner and toilet cleaner, the lingering smell was still present.

Therefore, top tip, just ensure you use the toilets at the Lounge/Terrace end.

  • Visited September 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
Thank Martin G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
St. Neots, United Kingdom
Level Contributor
20 reviews
15 restaurant reviews
common_n_restaurant_reviews_1bd8 5 helpful votes
“Good food ruined by disgraceful customer service”
Reviewed August 27, 2013

Decided to visit the Monkfield Arms on the spur of the moment with a group of friends on a Bank Holiday Monday. As such only two out of five of us had forms of payment on us, so we split the cost between these two. This immediately created a problem in the mind of one member of staff (who I can assume from other reviews is called 'Keith'). After one payment had been made my friend gave the table number again at the beginning of his order, to which Keith snapped back "Yes, I know that" rather rudely.

We also accidentally ordered more food than we needed, and when we tried to get it removed from the bill (this was before we had paid) we were given the reply: "It can't be changed now, it's gone through to the kitchen". The whole time Keith was very hostile, tutting and sighing when we even took a moment to confirm our order between each other. The additional food was removed by another member of staff after a couple of minutes and a short trip round the corner to the kitchen. You'd think from his reaction that it had seriously put him out just to correct this little mistake.

One of my friends also heard him mutter the word "d***head" under his breath as he passed us to clear other tables a few minutes later. This led us to complain to another member of staff, who was very apologetic and led us to believe that it had been a busy and stressful day for him. That may be, but there is no excuse to take out your anger on the customers.

When the food came it was all very nice, good size portions and good value, but the whole evening was very much overshadowed by terrible customer service. At the end of our meal, Keith came and cleared away our plates and seemed to be in a slightly better mood (possibly because he had been spoken to by the other member of staff), but not once did we receive any sort of apology for his behaviour. I would also say it was possibly the quickest out-of-the-question tip decision ever. We are unlikely to visit again so long as he is working there.

  • Visited August 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
Thank Chris M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Norwich, United Kingdom
Level Contributor
278 reviews
98 restaurant reviews
common_n_restaurant_reviews_1bd8 299 helpful votes
“Another great meal”
Reviewed August 10, 2013

This is the 4th visit now and I was so glad to find the level of service and quality of food has remained high.

My wife and I met with our daughter and we all ended up having an evening meal here.

Service was great with some good humour off the staff.

We ordered and the food arrived pretty quickly. The steak was perfectly cooked (blue), the burger my wife had was very nice and my daughter had a veggie option with curly fries and she enjoyed her meal too.

Portions are on the side of adequate rather than large but very filling nonetheless, we also had desserts which were very nice.

Well worth a visit a visit, I can safely say now after 4 visits the quality is consistent and the service great.

  • Visited August 2013
    • Value
    • Atmosphere
    • Service
    • Food
Helpful?
Thank Ollossm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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