The Grove Tavern, Surbiton

Please see below the complaint I sent to Green King which they have failed to offer any sort of genuine appology or compensation for: I suggest you take your money and custom ANY WHERE BUT THE GROVE.....

I feel it necessary to write to you to following our visit yesterday (Monday 28th August) in regards to a number of points;

1. On arrival at the pub we were informed we would be unable to pay by card (after the drinks had been poured and served), I did later notice a very small card / note to this effect which had been taped onto the front of the bar, however, this was located at the service point where customers leaning on the bar waiting to be served were completely obscuring it.

2. We were unable to order the food we wanted, one of each of the �sharing platters� so we had to settle for 2 of the ham and prawn platters instead.

3. On arrival the food was ok, albeit over warm: the additional dips which included olives and smoked tomatoes were ridiculously small in size (3 olives and 2 tomato quarters per platter) due to this we ordered an additional 2 bowls of chips to accompany the platters.

These arrived approx 20 minutes later and each bowl contained 8 chips, pro rata cost of 30p per chip.
It also transpired at this point that my partner on having gone past the bar to use the bathroom while we were waiting for these to arrive a member of staff had asked him to pay for the chips (�2.45 per bowl) which he politely did, in cash.

4. When the waiter came to clear the table I explained I was unhappy with the amount we had been charged, he said he would speak to the manager he returned on 2 more occasions to pass messages backwards and forwards to say the manager would offer replacement dishes but no refund and after 15 minutes of this game the manager Jody Morgan eventually came to speak to me in person.

Mr Morgan was rude and aggressive in his tone and manner as well as happy to have the entire conversation with a raised voice at the table in front of my guests despite my suggestion we should move away from the table.
He was unnecessarily sarcastic stating we had obviously �liked the taste of them or we wouldn�t have eaten them� and refused point blank to offer in his words �either a refund for one bowl or nothing�.
He also actively encouraged me to write to you to complain providing me with your address and his full name.

Despite several request for receipts for our other food and drinks I was not given these and eventually told the printer wasn�t working, clearly not true as I was given the one for the chips.

I am left a day later feeling totally let down by my visit as well as offended by the way Mr Morgan spoke to me.

Having worked in the pub industry myself for InBev in the on-trade for the last 5 years I understand the huge value that Green King place on their consumer�s experience, this is one I hope I never have repeated.

I look forward to your response and also reasonable compensation for this spoilt bank holiday afternoon.

18 Sep 2007 14:57