Dear wetherspoons, I have always enjoyed your food and the service we normally get whilst in one of your chains.
On 24/1/2010 I drove my niece up to her university in Canterbury and treated her and my daughter to a meal in The Thomas Ingoldsby/C112HC. Pub number 0291 till number1 at 16.22.
When we went to order my daughter had to change her option as they had run out of sirloin steak which early afternoon was strange but she did order something else instead, we also ordered starters and was asked if we wanted it with the main and we said no as a starter please. We paid and took our seats. Within 5 minutes they brought one of the starters of breaded mushrooms and we took one each to eat.
Both my daughter and myself took a bit and looked at each other and said yes its frozen inside. My daughter took the plate up to one of the staff members and discretley told them the problem.
We sat waiting for a further 6-8 minutes and by this time were a bit annoyed as the second starter was nachos which as u well know need no cooking so why had we not got the order at our table.
When the waiter came to the table with the mushrooms I asked when the nachos would come and they went off to enquire, and on their return we were told sorry but it had been put down to come with the main.
Im sorry but we had been asked at the till and asked for both as starters. We were told it would be delayed,
We finally received the nachos and by this time as you can imagine were very hungry. We waited and waited for 45 minutes from order for our main. My daughter once again left her seat to go and ask a waiter were our mains were. He started to make some excuse up that which really annoyed my daughter, whom has run a Hungry horse pub/restaurant. The young waiter was trying to fob us off with it takes time and it was ordered with the main by mistake, she pointed out that had the order taker knew he had made an error he should have put his head round to the chef and ask it to be prepared with the other starter.
We finally got our meals but had to wait for approx 1 hour after we had ordered our meals and told that it would be ready in 20 minutes.
We were ignored whilst we ate and not one person came over to ensure the meals were fine or if we had a problem, this has never happened to me before and feel that the staff need to be re trained in customer service.
Had we been mystery shoppers and had to report back to you you would take this seriously.
We spent enough money in your premises and for the first time certainly did not enjoy the service and attitude of the staff.
I wait patiently to hear from you
Many thanks
Mrs Lucy Fares
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{ 3 comments… read them below or add one }
I went to moon under water in Balham in January with my partner and in the ladies toilet a bucket had been placed in the middle of the floor presumably to catch drips from the rain. We live in Livepool and were visiting friends. We came down this week end and went along to weatherspoons as usual and guess WHAT! the bucket is still in the middle of the floor in ladies toilet. This is a health hazzard as far as I’m concerned as could easily be tripped over in the position it’s in.And not only that why hasn’t the ceiling been inspected so a bucket need not to be there?
Brenda,
Your first mistake was going to the Moon Under Water in Balham. It’s a horrible pub and Balham has many far nicer ones. Next time you visit Balham I recommend trying the Clarence or the Devonshire instead.
Dave..
I went to the tom toya lewis weatherspoons in newport with my family today 7 march 2010 to have a sunday lunch for my daughters 21. It took me 20 mins for order to be put through as person on till was training we went through what I wanted three times meals took twenty minutes to come or should I say two of the meals with none of the extras I ordered when asked about this was told they were on way 20 minutes later my meal arrived daughter had finished hers and told they me I didn t order extras but could go and order them even though most people had finished there meals by now the person who served me at till .even though i had asked about receipt and that every thing was on there before I paid for meal. A line leader then came and told me .I hadn t paid for extra vegtables. But would send the manager he came informed me I hadn t paid for vegtable extra. Saw I had paid for lager I hadn t had and refunded that at no time did they apologise for there mistake customer service in this particular weatherspoons is non existant other weatherspoons I have been in recently have curtious and pleasant staff is this one meant to give you the weatherspoons don t care experiance at the end of the day customers pay for a service of which if they did not there would be no jobs if you get it wrong rectify it don t upset the customer as i said at the end of the day customers are who keep buisnesses like weatherspoons staff employed and rudeness will eventually see customers use other venues