Am I being unreasonable? (Poor customer service)

 |  Review

Gaz and I picked the kids up from Karl’s earlier today a little later than I would normally do so, so we decided to head out for some lunch. I left the decision up to Gaz as I was feeling a bit dodgy (self-inflicted, don’t ask .. or look at Instagram) and so he drove us out to the Two Henrys near Battlefield in Shrewsbury.

I have a bit of a soft spot for The Two Henrys. It’s a generic chain pub but it’s where Gaz took me on our first not-a-date (which obviously went quite well). Since that not-a-date date, we’ve eaten there a couple of times. However, the last time (prior to today) that we went to The Two Henrys, we only nipped in for a post-walk drink and so went straight to the bar. It was relatively busy so we expected a wait, but after what felt like roughly 20 minutes where several waiting staff walked past and completely ignored us, we walked out.

Unfortunately our experience earlier today was much the same. We were seated relatively quickly (it wasn’t busy), but then completely forgotten about. In the time we were waiting, three other groups were brought in to nearby tables, seated and had their drinks order taken (one also placed their food order). After about 15 minutes — during which Olly was getting progressively more silly because sitting still is a big deal for a 3 year old boy — Gaz went to the bar and asked when we would be served. We were reassured that the waitress would be along shortly. Another 10-15 minutes passed before we gave up and walked out (and ate at Frankie & Benny’s instead). The biggest irony was that as we were seated, the waitress told us she’d need the tables back by 2pm because there had been reserved, so serving us quickly would have been quite important.

Am I being unreasonable to expect our drinks order to have been taken as we were seated (or shortly after)? To have had some crayons provided (as it is a family-friendly pub)? Or indeed to have any sort of service at all?

Either way, I think despite my emotional attachment to the place it’ll be a long time before we go back there.

Jem Turner +44(0)7521056376

2 comments so far

  1. Veronica said:

    I would say no. I know it’s different in the U.S. since servers live off of tips, but even then I’ve been to restaurants where I had to wait an unnecessary amount of time. When an establishment isn’t busy, waiting over 15 minutes just for drinks is ridiculous. I would have walked out too.

  2. Louise said:

    Nope. I think you did the right thing by getting up and leaving. I hope your action made them realise where they were lacking in service. Well, we can only hope…