My complaint:
I reserved our table for my husbands birthday dinner for 6.30pm, I even put a special note for it so the restaurant can help accomadate to make his day special. At first, we were asked to wait for our table to be vacant while we may sit at the bar and enjoy some drinks. The service at yhe bar was appalling, there were 4 barmen present at the time who was keen to serve others who coincidentally were Caucasian meanwhile myself and my husband who are of Asian and black Caribbean were neglected. I waved for service numerous number of times and was not acknowledged. Eventually other barmen told the manager about us who came to serve when we asked if anyone is serving. We requested two glasses of lemonade, which I thought was the most simple request for any bar person. We was then given watered down lemonade, which we told the manager about. At this point we was told that the taps are being changed and we shall recieve our drinks shortly. After a 10 minute wait and seeing my husband getting agitated the manager then offered coke instead of lemonade, which is not my preferred choice but felt obliged to take it. After 15 minutes of hanging around the bar we was shown our table with menus on the table. There was no service from any staff at this point, after waiting 20 minutes I had to tell the server to call the waitress to take our order. Waitress was very casual, after waiting 20 minutes she did not have knowledge of the food or drinks served and repeatedly had to refer back to the bar and other members of staff about the item enquired about.
Starters came shortly after, which wasn’t as warm as we was hoping it to be, but regardless we carried on to eat without complaining. Next the mains came through, and this time it was stone cold. The pulled brisket was dry, rubbery and cold. It tasted like a basic corn beef sandwich. My husbands nashville sandwich was also cold and the southern fried chicken fillet was rubbery as though it had been cooked from a while ago. This time round I had to make a complaint, the waiter heard our complaint and took the food away without notifying us what will happen next. Continued to wait for s further 10 minutes trying to flag down any member of staff at this point for which the bar manager came over. He heard what we had to say and walked off sending another manager who walked off again after hearing our complaint and the complaint of the table next to us for the final manager to attend to us. Finally, we got speak to someone who did apologise but was asked if drinks on the hpusecwould compensate for our mains not even suggested that the mains get cooked fresh and served, to which I denied because at this point I was furious at the lack of empathy. He then took off the mains from the bill, which we had not completed as we made the complaint after taking the first bite and begged us that we pay for one of the mains and Starters. I refused again, as I felt it was unfair for me to pay for something that I did not enjoy and most importantly an issue that was nit dealt with the right way. Manager then bribed us that we do not have to pay as long as we do not put a review. The whole experience was horrible and totally ruined my husbands birthday as it was his choice to dine there.
Suggested solution:
I do not feel a free drink on the house compensates for the lack of attention, empathy and poorly served food is sufficient. The customer service was absolutely terrible.
