Had to leave one star but would have left minus 5 if I could. Booked in for a late afternoon Sunday Carvery for 4 using a voucher purchased on Liveelite as we wanted to try out in advance for perhaps booking a Family Christmas Party, so glad I did this as I would have been highly embarrassed to have taken any friends or family into this establishment. If I hadn't paid in advance I would have walked straight out in the first place which is probably what we should have done anyway.
We were shown to a dingy table in a cubbie hole and had to request the lights be switched on(which actually made no difference). Went to bar to order drinks to go with the Carvery and kids wanted Hot Chocolate as we had been out for a walk so they wanted something hot and was told the machine wasn't working, ermm haven't heard of a kettle for hot water or microwave for hot milk then!
Went to get out the Carvery of which the only good thing were the hot plates. My son had the little poussin which had been under the hot lights for 3 1/2 hours so was like a dried out old book and totally inedible. All the veg was cold, bland and tasteless. I was prepared to write this off but it just got worse.
No one came to clear our plates for ages and when they did there was absolutely no effort at conversation or "How was your food" or "Shall I will bring you the dessert menus?". We had to get our own dessert menu from the next table and after another 10 minute wait had to go to the bar to order our own desserts. We were looking forward to the sticky toffee pudding after the substandard lunch and thought what can go wrong here. We waited another 15 mins and were just on the verge of walking out when the puds turned up. My 9 year old son took a bite and promptly spat it out again, on tasting, the toffee sauce had been over caramalised and tasted burnt, also the actual pudding was stone cold. I asked a member of staff if the pud was supposed to be served cold and she said she would go and check! WHAT did they not realise that I was being sarcastic. It was then I decided to complain and left my name and telephone number as they was no Manager on duty.
I waited 3 days and still had no contact so telephoned and spoke to the Manger Ben who offered a free meal but as I have no desire to set foot in Penn Central again he said I would have to get a refund from Liveelite, no mention of an apology or asked what was wrong so it appears complaints are run of the mill. I emailed Liveelite who said that Penn Central had to issue the refund so I emailed Ben and have so far been totally ignored.
I was a Licensee and Bar/Restaurant Manger for almost 20 years and am totally gobsmacked at this disinterested lacklustre approach. Obviously having to offer these discounted meals means business is slow and they are trying to boost custom but why as they are totally not interested in Customer service or satisfaction.
Now with two new food establishments and a Fish & Chip shop on the Penn Hill strip they need to up the ante but to be honest they should leave that to the professionals and stick to serving beer!
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.