The Catherine Wheel, Goring

Dear all who might be reading this and interested in eating at the Catherine Wheel. My name is Michael and I am the landlord of this pub. I take great pride in my business and strive at all times to ensure that all customers are happy while at our pub as well as when leaving after a meal or dropping in for a pint. This point will is demonstrated no more so than by the growth and success of the pub since our arival two years ago. Our food is really of a very high standard. We pride ourselves on doing simple food well. In fact we have just been awarded the Brakspear 'Catering Pub of the Year' award.

I just read the recently posted review by tkw2011. Firstly to tkw2011 - I am sorry that you never left our pub excited to return. Sorry too that you never chose to contact me about your refunded chicken burger.

Now for a little honesty about the comments made by tkw2011 - She did come in on the 17th April, next the pub was, as usual, very busy, and thirdly the bee sting was delicious. But thats where the truth in her review ends. Firstly we purchase our chicken breasts with NO SKIN on. We then butterfly the breasts open to ensure that they get cooked through properly. The chicken was done in our homemade piri piri which is perhaps why it may have looked uncooked (reddish maybe)? I dont know - maybe it wasnt cooked properly - either way a complete new meal was prepared for the customer - who upon recieving it refused it saying that it was the same burger - IT WASNT! In the mean while her husband had ordered and been eating his fish and chips. When the FRESH burger arrived the lady said that she didn't want it - she wanted a refund. What more can you do? If we messed up - we resolved it. None the less we refunded the price of her meal - but this wasnt good enough - she wanted her husbands meal refunded too! She was asked why - perhaps it was under done - she told us that although there was nothing wrong with his meal - her ordeal had caused him not to enjoy his fish and that he had to take her elsewhere for a meal and did not want to pay for lunch twice. When we said that we weren't prepared to refund his meal as well she said that we would hear form her - I assume that this misleading review is the result.

I am more than happy to deal with anyone who has a genuine gripe - and as far as possible correct what we can - but I ask you, what is your recourse when somebody obviously only to get a meal for free and will not let you resolve their problem? Let them walk out is all I can suggest - that and hope that they see that it would be best for us both if they didn't bother waisting their and our time trying to get a free meal with unfounded claims here again.

I am sorry that you have to read this - but I cant let a person slate a fantastic pub with award winning food and excellent service for having a temper tantrum for not getting their own way.

Please pop in and enjoy the food that has made us catering pub of the year - and the 'delicious beer' that took us to winning the liquor business building pub of the year the year before - ps dont be afraid of the chicken burger Im going to have one now.... :)

Michael Taylor
The Catherine Wheel

22 May 2006 15:39