I visited the Nags Head two days ago with my mum and her friend after visiting the Holiday Inn Spa across the road. We had a waitress named Chelsea and another waitress she was training named Jo. We chose to have the rib eye steak sandwich and then we were asked if we wanted any sauces with our meal; béarnaise, red wine or peppercorn. We were made to feel that the sauces came free of charge at this point, therefore we chose one for each person.
The young man who had taken us to our table, brought out the meals for my mum and me first but took 4 minutes to bring out the other meal, which is a long time to wait while our food is getting cold and waiting for the last meal to arrive. Our meals took a long time to come out and we were given steak with chips instead of a sandwich. Confused by our order we asked that it was meant to be in a sandwich which was priced at £9.95, whereas the steak and chips was £20.95. Jo said that she would get her manager, Chris [--] to sort out the situation. While we waited 10 minutes for the manager to come over we sat there without touching the food in case he wanted to take it away. Unfortunately, we only managed to see his head pop round the corner a few times to awkwardly look over at us and show his obliviousness to the fact we were waiting for his response. I also noticed that I could see the waitresses emptying their money made from tips! I really hope that they were not punished for the misunderstanding as it should be taken down as a management fault due to there being two main meals on the menu with the same title in bold. Chelsea came over to explain that we would be charged for the sandwich instead of the steak meal and if we wanted to they could make the sandwiches for us. Although as we were in a rush we decided to stick with the steak and chips. However, by the time we had waited for the outcome from the manager, all our food was cold.
When we finished we asked one of the girls for the bill. The service was so unbearable slow that we decided to get up and pay. However we discovered that they had charged us for the sauces at £1.50 each! Nearly £5 for some sauces that didn’t taste nice or touch as we thought they were free. We asked for them to be taken off as we were unaware that we had to pay extra due to the confusion of the steaks. The girls then again ran over to their manager to ask if they could take them off the bill. We could see him clearly at the end of the bar look over in disgust, roll his eyes and then laugh. As soon as the waitress came back I said “Can the manager not find time to talk to us?” To which the young man interrupted, “He’s busy doing interviews” so I responded, “But we’re customers and we’re paying for a meal and a service which we’re not getting” I thought that this situation should be priority. It felt that maybe because we looked a bit rough coming from the spa that the pub manager did not think of us as important people due to our presentation. Also that due to his managerial status that he felt he had all the power, whereas the waitresses should have more responsibility with matters instead of running back and forth to the manager. We understand that he may have been busy, but surely there should be another manager available if it is only the managers that can make the decisions.
Anyway, the waitresses were very helpful, but unfortunately the managers attitude was hideous. Had it not been for his behaviour while paying the bill I would not be writing a review. Sometimes it’s understandable for a waitress/waiter to be rude, but for a manager it’s inexcusable. They’re meant to be setting an example, I just hope he doesn’t express himself in this way often.
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