City Arms, Wells

THANK YOU ELIZAPEARL FOR THE ENTERTAINMENT
Before I comment on elizapearl's story, I would like to thank all the customers, that were present during your embarrassing rant for their support, I have never known people to physically applause when a couple left a bar.
Now THE FACTS: I came to your table and asked if everything was Ok, you had obviously had a domestic situation and through your anger (pointing your finger) at a rather embarrassed young couple opposite, demanded to know why they had their food before you as you had ordered first, I asked you what you had ordered and you said the Home-made pie and Salmon from our specials board, I immediately realised why you food was taking slightly longer, I told you the Salmon is cooked fresh to order, you then said (HANDS WAVING AT YOUR HUSBAND) I can cook my husband salmon in 6 mins! its going to be over cooked and dry!!! Sorry what normal person would comment on a dish before it is even placed in front of them, sorry I found your comment insulting to my Chefs whom work long , hard hours to produce quality dishes for our customers to enjoy! No you could not accept this, so you decide to totally embarrass yourselves in front of everyone with your ranting,the food was brought to your table, (you still ranting at your husband and the world) I asked you to try and enjoy your dish and comment after, you demand a refund, I told you this was not possible as you had ordered the food and it was ready for you to enjoy, you then said to your Husband get the Police!!! for what reason I really can not understand, at this point I had to tell you to "grow up"!!! you took your food outside, one of my staff even brought your husbands drink out for him, he said he could not drink it as he did not know how many people had contaminated it, SURPRISE!! SURPRISE!! when you left (the applause broke out amongst our customers) we cleared your table and you had consumed every morsel, all that was left on one plate was 2 small new potatoes and your husbands glass was empty!! I agree with one of your comments the food was cold, that was because you carried on so long making a complete fool of yourself and embarassing and ruining everyone�s Sunday Lunch! I do have to thank you for a couple of things, firstly the pure entertainment for me, my staff and customers, you are a great double act, you deserve a grammy!!! and secondly a couple that watched your embarassing act said that this was their first time in the City Arms, the best Sunday Roast ever & entertainment, they said they would be back!!! I have been in the hospitality trade for some 30 years and was very fortunate to have worked in a management role for large corporate Hotel Groups throughout the country where customer care skills and other training was paramount to achieving our goals, but we were never trained in how to deal with the "customers from hell" whom just seemed "hell bent" on ruining everyone else lunch.
We serve over 1,300-1,600 dishes per week and rarely have any complaints, our customer base is mainly repeat business and we have lovely, loyal customers that are a pleasure to serve, but sorry, you and your husband fall so far out of this category, WARNING to any establishment that you walk into, be polite (sorry this does not always work) but show them the door , do not point a imaginary finger at them (even though she will) but say we are not that desperate for your money or your embarassing company. THIS IS OUR REPLY TO LETTER BELOW FROM BABER

21 Sep 2010 20:18