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Just like to rebuke a few bad remarks concerning the brock my sevice and food were excellent today, been here quite a few times and will be back, people with the bad reviews must have been in a different place
We pre ordered a meal for takeaway a week in advance for a surprise birthday party, the staff took so long making the food that the party had already started before the food arrived. With covid measures we were meant to park in a waiting...area and ring to have our food brought out for us, but the staff wouldn't pick up the phone. After 3 or so calls we finally get through and they said they'll be right with us. 20 minutes later there's no sign of them so we ring again, again we have to call multiple times because they don't like picking up the phone. When they finally answer they maker up the flimsy excuse that they only put the food on after the person arrives as they've been "burned before", the statement that they gave is a lie as when we ordered from them last year we were waiting less than 5 minutes before our food got to us. It took 50 minutes to get our food. I couldn't recommend this place to anyone.More
I've visited the Brock many times over the years and to be honest today was the last straw. The service has gone to pot & it's not from the lack of staff let's be honest. I've tolerated this for a good while now but no...more.
I arrived to find a small queue formed outside the door but yet plenty of seats available. When I did get seated, there was no contact tracing details been taken (or from anyone when I was there) nor was there any hand sanitiser on the tables outside. The customer immediately behind me had sat, eaten and left before I got served even though we both ordered at the same time. That being said the customer more than likely got a breakfast intended for someone else as it was out in less than 5 minutes. When you start to see people getting breakfast / service having arrived later it's fairly bad. Then when I made it known that I was waiting for breakfast, service came quick after that... but it's as clear as day to me that I was forgotten about. I quickly ate my food, paid and left. Whilst I was there, people were left waiting in the heat outside despite there being a good few available seats. It's not exactly hard to allocate one staff member to do these tasks nor is breakfast service exactly rocket science when most breakfast items can be prepped well in advance.
Aside of the service issues, I'm not even sure where the Brock has got this reputation for good food as from what I've seen over the last number of years, it's fairly average with above average pricing for what's on offer. As I've said, today was the last straw and to be honest it probably will be the last time I'll consider the Brock for food.More
Myself and my husband have visited the Brock on many occasions and would consider ourselves regulars. So, It is with much disappointment that I have to say the quality of service has gone down considerably. We were left waiting 50 minutes after ordering a standard...breakfast without any food. We had to ask the servers multiple times if we were going to get our tea. We received only one portion of toast, which should have been two portions, as there was two of us. The toast arrived when the meal was over. There was no effort of an apology which was really disappointing. We were not the only customers to have this experience as we heard others complaining. We won’t be back.More
Visited this pub last Friday and very disappointed with quality of the food. Ordered a chicken burger which was pan fried and over cooked and dried up...chips greasy. My partner ordered beef burger which again was also dried up...wouldn't waste your money going here.
Don’t waste your money or time in this place. Customer service is inadequate, poorly trained staff! Inability to handle complaints as staff become defensive. I was in this restaurant for breakfast with my 3 year old daughter and was handed up a breakfast abruptly without...my order of tea and orange juice for the little one. I tried to reach staff attention but was unable to do so. Place was not busy and I was not not asked if I was ok. Myself and 3 year old were left sitting there to eat a breakfast without our order of drinks. To say I was disappointed is an understatement. I left the money on the table for my breakfast and left. I was horrified when a member of staff phoned me (on my mobile I left for contact tracing purposes only) to argue with me that I did not pay my full bill. I did not receive my drinks so therefore did not pay for them. Absolutely horrified to be phoned in my work from this restaurant to complain to me that I didn’t pay my bill. Absolutely mortified! I thought about it as I was that upset I phoned them asking to make a complaint. The manager Ann phoned me back to apologies but instead of making things right she replied saying “did you not try and get someone’s attention? Cause if I was in a restaurant and didn’t get what I ordered, I would ask someone? She went on further to state “was it that busy you couldn’t bother to ask for your drinks? “ Ann’s tone was aggressive and defensive and I did not like it one bit. I informed her that I should have not been contacted on my personal number as I provided that for contact tracing purposes only. Ann went on to state “we are allowed to contact you if we want, what if you left something behind you?
I am seriously urging this restaurant to review their policies in relation to contact reacting and GDPR legislation.
I am very disappointed in the service I received both at the time of the breakfast and at the handling of this complaint.
To accuse me of not paying my bill is defamation.
I will be taking this further.More