Fayre cop, say pub chain bosses

Sep 20 2009 by Mr Justice, Sunday Sun

WHAT’S on the menu at Brewers Fayre these days? For Jill Purvis, it was a plate of compensation with a side-order of apology.

Jill told me how what should have been a pleasant meal at one of the chain’s pubs turned out badly.

She claimed she was laughed at when she made a complaint about service at Woodhorn Grange, Ashington, Northumberland.

But it was Jill who had the last laugh when she told me about the experience.

Brewers Fayre, part of Whitbread, launched an investigation into her complaints. And they served themselves up a big helping of humble pie.

Even before the investigation was over, bosses issued a groveling apology and gave her cash to spend in the group’s outlets.

Jill, who works for a facilities management company, said things started to go wrong from the start.

She said: “We were in a party of nine adults and three children but only three of us were eating. The restaurant wasn’t busy and we did not think we would have to wait very long. Our starters arrived quickly but we had to ask for the dishes to be cleared. It took 70 minutes from the order for the main meals to arrive. After eating, we again had to ask for the dishes to cleared and, again, we had to wait for desserts.”

In the event, Jill and her family left before the desserts arrived after an altercation with a member of staff. She claimed her party had spotted a spillage in the kitchen which had not been cleared up. Instead, a cardboard box was placed over the spillage.

She said: “I spoke to someone, who said there were delays because a member of staff had an accident in the kitchen.

“I told him that, if they had cleaned the spillage up immediately instead of covering it with a cardboard box, there might not have been an accident. I also advised him, as I work with health and safety in my job, I would be reporting it.