The Coronation Hall, Surbiton

I see I am not the only person to complain about rude staff at the Coronation Hall, Surbiton.

I used to like the place. It was my wife�s local cinema and in the late 1980s I removed the projection equipment, which I now use.

I took a friend to there for lunch and ordered a beer and a coffee. The girl who served me was obviously new to the job. No problem. I know what it�s like on your first day. She forgot the coffee and when it came, no milk or spoon. I requested a spoon and after a long wait one of the girls got one from the kitchen. My friend requested milk. It eventually arrived, but three (yes three) staff stood around not knowing what to do with it. My friend, somewhat frustrated as his coffee was getting cold, said quite politely �Give it to me and I�ll pour some into one of your small jugs.� At this point the Duty Manageress decided for some incomprehensible reason to take offence and told my friend that he would not be served again until he apologised. Not surprisingly, he refused.

When I went to order food the officious Duty Manageress would not serve me until my friend apologised. I asked her what he had to apologise for.

The reason for the lack of milk and a spoon was that it was the girl�s first day first day. I pointed out that any proper manager would ensure that new staff are supervised and not left to flounder.

They had run out of spoons!!! In which case, I said, I should have been asked for my table number and been told that a spoon would be brought over.

She then asked me if I had asked for white coffee!! I have NEVER been in a restaurant where I have had to ask for white coffee. Either the waiter has asked what type I want, or the coffee has been brought along with milk and sugar. I made this point, but no response.

As we had nothing to apologise for and were not going to get served, we left. I asked for the address to which I should complain. She just walked off and over her shoulder shouted �website.�

Her whole demeanour betrayed a lack of education, intelligence, training and appreciation of customer service. Her arrogance is symptomatic of someone promoted above her ability. Whatever happened to �the customer is always right?� I suspect that her aggression and synthetic anger was to cover up the fact that she was responsible for the new girl�s lack of training. Aggression is often used to mask incompetence. All this over a jug of milk and a spoon! She should be sacked for poor attitude and for not being up to the job.

I emailed Wetherspoons. Their automated reply said they would respond, but a fortnight later I have heard nothing.

2 Dec 2011 10:00