Hi there Louisa,
I am having a couple of problems with your comments, firstly at The Greyhound Inn we are here to provide the best possible service and experience for any customer that wishes to visit us, that is our sole goal and we give it our all and strive to accomplish that with everything we can do from regular staff training, to customer feedback cards and from many management team meetings to discuss areas of improvement to dining out experiences of our own to see where we are going right and wrong, But deliberately stealing from customers is definitely not a tactic or topic we discuss in any of the above scenario's and i can quite comfortably and categorically say that myself and my team would not speak to anyone in that manner, neither would they make someone pay for something they didn't have or ask for. I also find it extremely hard to believe that anybody would accept the outcome of this event you say happened within my establishment , not just here but anywhere and then continue to score the venue top marks for value!
It is boarder line ridiculous and i will be reporting this review to Trip Advisor.
Many Thanks
Tom Hughes.