Now I'm a fair diner. Meaning, I always try and see it from the establishment's POV (I spent a good portion of my career in Hos./Catering. I say if it's good *and* bad, too, so I'm not one of these sad, little twisted people that takes joy in scolding, BUT...
I used to live in the village, and I was constantly looking excuses to go and scoff the food at The Plume, and have bored many people with random rave reviews about the place. However, I went there today with a special guest and was disappointed to find that things just aren't the same, and we will not be going back.
We were in the business of a good roast beef. I rang ahead and was pleased to hear it was locally sourced, along with everything else on their menu. Fair enough. So we get up early enough after a late Saturday night. Put on comfortables, and head out. Asked once again (as I had on the phone, previously) if the beef would be served rare. I was told medium-rare...good enough for me.
Went to order, I said to make sure the chefs knows we don't mind blood. We were assured it would be because it always was.
Cut a long story sideways...
The plate came; tough leeks and potatoes (microwaved?), overcooked cabbage and carrot and two slices of wafer thin grey meat. 2 mouthfuls of the beef was all that was there, and it was all it took for me to have to ask for something else. This plate of food was charged at £8.95!
The reaction at a complaint, and how it is handled, says a lot about the training or quality of the staff, and is key to whether people come back or not. We were simply asked if we wanted something else. No "sorry" at all. OK, that's fine. I just want some food!
Took both back and asked for the Whitebait instead. Jubbly.
...Whitebait was not jubbly. Used to be very good.
Anyway paid for the Whitebait and drinks after a 2 min stop to check with someone out in the back of the bar if we could actually have to pay for the roasts or not. But then when the young man came back, with did finally get our first apology for the cock up.
Crux of it is: Training. You've got young staff there, which can be a great asset, and they weren't bad kids, but it was showing that they perhaps lacked some basic skills in service. You can make your own mind up on the "chef". I'll keep mine, I think I've made my point about the grub.
Anyway, I hope you can use this post to your advantage in some way. This is not to cause offence and I truly hope you can pull things up a notch.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.