Fayre cop, say pub chain bosses

Sep 20 2009 by Mr Justice, Sunday Sun

“He said ‘What cardboard box?’, and laughed in my face. I am a reasonable person and, until this point, had remained relatively calm, but being laughed at by someone who you are complaining to is not my idea of customer service.”

Staff knocked the price of food off Jill’s bill, so she paid for drinks only, but she remained unimpressed. Jill, of Bedlington, Northumberland, said: “I’m sorry to say none of us will be visiting Woodhorn Grange or any Brewers Fayre in the near future. The attitude of staff was downright deplorable.”

I asked Brewers Fayre for an explanation and was promised a full investigation.

A spokeswoman said: “We take all complaints very seriously and have launched an investigation. We have sent Mrs Purvis a sincere letter of apology and a £50 complimentary voucher which may redeemed at any Whitbread restaurant.

“We would like to assure our guests that we endeavour to provide the very best in customer service.”

Whitbread describe themselves as the UK’s leading hospitality company, with the slogan: “Welcome with a smile.”

Their brands include Premier Inn, Beefeater, Table Table, Brewers Fayre, Taybarns and Costa Coffee.

Their website says: “We strive very hard to ensure every guest has a fantastic experience. However, we understand that sometimes you may not be totally happy with your experience. If that happens, we would like to hear about how you think we could have improved your experience.”

In Jill’s case, they heard loud and clear.