We arrived about 7.55pm on 2/6/13. There was 7 of us visiting so we pulled two tables together, which weren't clean and the floor was covered in food. We all decided what food we would like and went to the bar to order. As we approached the bar, the duty manager said 'I'm not serving you without HER ID..' (pointing at us). We explained we were only getting food, we were not buying alcohol. However he explained that after 8pm children were not allowed in the pub, we are all students at university, and are aged 19 and 20. There was only two of us which didn't have their ID with them, so we asked if it would be okay for them to go back home and get their ID while the others ordered their meals for them. He did not answer us. The two girls then went home to get their ID from two different houses whilst we all ordered our food. We all ordered and payed separately, however were sitting at the same table.
It took ages for all of us to order our food, (there was also no chicken left for a half roast chicken, or a sunday roast) and he forgot two of our drinks which had been ordered with two meals. To which we had to provide receipts and protest we did not have our drinks. He seemed too busy talking to his work colleagues than serving us.
The last two of our group returned to the table to find two of our party had their meals already, and were reluctant to start eating as the other two girls had not returned, and none of the others had their food. Our food was brought out eventually, as the other girls returned and showed their ID. After asking for sauces, was told to look at the menu and to pay at the till, or to go to the table over there near the kitchen.
One of our party had ordered the double chicken burger and a large coke, reluctantly after being told there was no chicken for a sunday roast or a half roast chicken meal, and this was stone cold.
We asked the waitress for a complaints form, for which she said she would ask about. She came back and said they didn't have any complaints form but we could do it online or speak to the manager. The Duty manager then came over to our table, did not apologize to us once for our inconvenience and was completely rude. Some of us were still trying to eat our meal at this point. He started an argument with one of our party and would not listen when we asked him to stop the conversation and leave. He continued to argue his point about the policy for ID, to which wasn't our complaint, our complaint was about our food being brought to the table separately, two of our group had finished their meals before the others had been brought their food.
We found his attitude rude and ridiculous, I even pointed out that the customer should always be right and he was out of order, to which he replied 'yes but I am explaining the policy..' we did not want to hear the policy as this had already caused us problems.
It was one of our friends last night at university, and should have been an enjoyable evening which was ruined by this man's attitude towards us and the service we were delivered.
on a positive note, the waitress was fab! and couldn't have been more apologetic, she should replace him as 'duty manager' as he clearly hasn't a clue what he's doing. Customer is always right is a well known phrase in customer service, this man has clearly never worked in customer service before.
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