Visited here myself for the 3rd time which I wasn't keen about to be honest, but my parents like to visit and they choose this establishment for a family celebration which they had arranged between themselves and they offered to pay for us all. Last time I visited here was last year for my dad's birthday and previous to that for my mums the following March. When we visited previously for the very 1st time my mum and dad where singing praises as they had visited before. On arrival we where seated well 9 of us where seated 7 adults and 2 children in this one small room where you could hardly move everything felt like too much trouble and we where passing things e.g-drinks,empties and (hot) plates backwards and forwards to a very abrupt waitress, but never the less food was adequate and we didn't want to ruin mum and dads evening. Yesterday just confirmed though how very poor the level of customer service is here. The lack of interest in there customer, the time that they don't take to explain fully about the menu, there can't be bothered attitude and lack of enthusiasm and there rushed attitude and everything's to much trouble. They are supposed to be delivering an experience and a service. Upon arrival for Sunday lunch we where rushed to order as soon as we sat down nothing was explained about the two courses or what vegetables the main came with!!!! As soon as we ordered the food there was no greeting when bringing the food over, just shouted at what the actual plate was and expected to pass around to the person who's meal it was. Food was ok hence why they can do two courses for 10.00 no condiments offered had to ask for mustard and horseradish and 3 sachets of mustard where given and two of horseradish for 5 adults eating, never the less got up and got are own for fear of burdening the waitress. Desert also was a rushed affair as soon as we had eaten are main course desert was being probed to be ordered!!!! Desert came barked at you and also the usual pass to the person who had ordered what. As soon as desert had finished waitress came to collect plates all a rushed affair all in all 1 hour and 30 from when we sat down. Lady greeted us with a Thank you very much as if to say see you now!!! And then the waitress came over and said she had finished now and was there anything else she could get us before she left!!!!!! But never the less never said to my parents how disappointed I was at the service but the cherry on the cake came when mum went to pay the bill and we had spent over £100 here and asked us if we would like a drink being a alcoholic drink or a tea/ coffee and came back rather shocked and dismayed as when ordering at the bar was greeted very Abruptly with ' I will struggle at the moment doing the hot drinks as I am on my own on the bar and there is a queue behind you(only wanting two teas and 1 coffee) mum was made to feel really uncomfortably and a burden after spending this money with these people. She could have said 'I will bring them over but may be a little longer than expected as I am a little understaffed. On are way out I spoke to the lady behind the bar who I can presume is the manager sadly..... explaining how we where out for a family celebration and how my mum was made to feel at the bar and she back tracked (seems to do that a lot on here) and changed what she had said to mum. And if her attitude is like that it doesn't say much for her staff!!!! She didn't even come and rectify the situation with mum. So what does that say 'she's not bothered' we won't be visiting here ever again and find it difficult to understand why an establishment doesn't have customer service at its fore front. I would be mortified if one of my customers approached me with a problem that I could simply rectify, and I spoke to them like that............. terrible and very sad.
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Thwaites Pubs 1st Bad Review ... Turned away evened though booked - We booked this pub, two weeks ago over the phone. It was a table of 6 for my mum's 69th birthday. Fast forward to the actual booking tonight, and we were met by a rude waitress on the door to the car park, who was in fact moaning re a booking of a party of 22. She asked for the table booking name and we told her and she searched for ages, asked us numerous times and could not find our name. She then asked my husband(the one who made the booking on the phone) what the person looked like, even though it was on the phone??? My husband said it was a woman, but we were met with the reply that we must have called some other public house when we booked and that it happened all the time! That was it, we had to go away, mum's birthday evening ruined! We ended up finding another venue and lovely hospitality, but it still saddened me the way we had been treated when we had always chosen this venue for special occasions because we liked it. I called later on in the evening to express my disappointment to the manageress, to which I was told we must have called another of Thwaites pubs. She then looked through the diary and admitted the booking had been put in the week before, 23rd September. We were not available that night, so would not have booked it. I insisted that one of their staff must have written it in wrong, but she argued saying it was our mistake! So much for loyal custom. As long as this business has bums on seats, you're just a number. Don't be fooled that they care for service or enjoyment as if a staff member makes a mistake, it's your mistake! Go somewhere they'll treat you nice!
Thwaites Pubs 2nd Bad Review ... Dire - I went here with some friends for a few drinks on a Sunday night and I can honestly say, it was the worse local pub ive ever been too. As we walked in at 8pm, there was nobody else in, not one person, only one lady working behind the bar. The music (just a TV playing a 90s pop music station in the background) was very low which made the emptiness of the pub seem worse. We could of whispered our drinks order from across the room and she still would of heard us! Anyway, I know what you're thinking, a lack of custom does not make for a bad pub, and you're right.. So I asked the landlady for a pint of Guinness (id been looking forward to one all weekend as id been working that particular weekend) to which she replied that they only currently have four pumps working.. a cider, a craft beer, some obscure german lager and a bitter.. At this point I was beginning to feel we'd made a bad choice in choosing this pub. Anyway, as we was there, we felt obliged to get at least one drink, so I reluctantly bought the german lager (which wasn't very nice) and we sat down to make the most of our evening. At 9:30pm, she approached us and informed us that due the amount of people in (there was none) they would be closing at 10pm. We left after 3 drinks extremely disappointed having felt we hadn't had anything resembling a decent night at the pub. I get that pubs are struggling nowadays, but I just kind of felt that this pub should not have opened its doors at all on that Sunday night. We certainly wont be going back here and I can fairly easily say it was the worst pub experience ive had.
Thwaites Pubs 3rd Bad Review ... Very, very disappointing - My wife and I hadn't visited this place for about a year, and decided to pop along for a spot of lunch. As we drove into the carpark, we noticed the signs advertising food and football (whatever happened to the nice, quiet pub where you can have a chat instead of those silly huge televisions with soccer being played far too loudly?!) There were a few cars in the carpark and a couple of blokes building something - perhaps laying a patio extension or decking? Anyway we walked in, and were greeted with... nothing whatsoever! It was quite gloomy inside, some of the tables were ready to receive customers, yet we never saw a single member of staff in the building, let alone a greeting or even a 'sorry we are closed'. Some of the pub looked tatty and messy, too. It was a real shame, because despite being lured in by the grub signs (and the awful, ubiquitous Sky Sports posters) there was nothing anywhere to inform potential paying customers that they were not open for trade. Won't bother returning again I'm afraid, and we popped to Morrisons for a cheap & tasty lunch instead.
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