Pub manager hits back at moaning customer who ‘ate three plates’ of food
A pub manager has hit back at a restaurant which complained about a family buffet – after eating three plates of it. The restaurant said the food did not cater to their allergies and was also ‘less than acceptable for those of us with no dietary requirements’.
But the manager of the Old House At Home in Pelsall, Walsall, hit back saying the food ‘couldn’t have been that bad as you had three plates full until my CCTV shows’. The row began after the restaurant, named Lili, left a one-star review on Tripadvisor, where the pub has an overall rating of three stars and regularly receives “excellent” ratings.
Writing about her visit in November, she said her group had pre-booked a family buffet – and informed management of two guests with food allergies. But, she said, when they arrived there was no guarantee the allergies had been taken care of, reports Birmingham Live.
The review said: “Pre-booked a family buffet well in advance, ensured management knew the exact requirements for two of our guests who had food allergies, one of whom has a severe allergy and carries a cob -pen at all times.Nothing was as promised and food was provided with no assurances that allergies had been catered for.
“The food provided was less than acceptable for those of us who had no dietary requirements. The sad thing is that they don’t recognize these issues and choose to ignore them.
“Someone may have died if they ate an item they were allergic to. I TRIED TO CONTACT HIM – but – NO RESPONSE so far.”
But pub manager Adam decided to return to champion the Old House At Home experience. He said all allergy requirements were met and noted at the buffet.
His full response said, “I’m so sorry you felt the need to write this review, especially since we reached out to you via email and phone to try to resolve your disputes. All your requirements in matters of allergies were respected and noted on the snack bar.
“Might I add that foods suitable for specific allergens are ideal for allergy-free people. As a sandwich buffet with multiple allergen challenges, you received more food than our normal allocation for such a small request for buffet.
“We have several functions involving buffets and excellent word of mouth reviews for what we provide. The food can’t have been so bad as you had three plates full of it as far as my CCTV shows go, so I don’t know what you’re trying to accomplish.
“My assistant manager listened and we are doing our best to resolve any issues internally at this time, but no comments were made to any of our teams that day, and she has decided that It was best if you wanted to contact Marstons customer service directly.
“I’m pleased that we exceeded the standard for your buffet due to allergen requests. And while we tried to communicate to resolve the complaint, you slandered us on review websites with false information.”
The Old House At Home regularly receives positive reviews on Tripadvisor. Including a restaurant that turned in just a week ago saying it “had no complaints about the food”.
The review read: “Barbara was absolutely perfect. The only employee present at the bar and serving food, worked incredibly hard. Couldn’t fault the food either, very enjoyable and Barbara’s attitude and personality shone through.”
Isabella said: “We had a great meal and got together as a family tonight, the food was great as always and the staff couldn’t do enough for us. Can’t wait to come back!”
And Anthony added: “Hadn’t visited for a few years, due to bad service and bad food. But came last night, great service, delicious food and a very enjoyable evening. Will definitely recommend and I’ll be back. We’re actually coming on Tuesday.”
For more stories of where you live, visit InYourArea