The Pelham Arms, Lewes

Having been reccomended the Pelham Arms Sunday roast it was decided that after a long walk on the South Downs we would attend the pub and test out the acclaimed food as a celebration for a friends birthday.

In the week before the Pelham Arms were called and a table was booked for the Sunday at 3pm for eight. The booking was taken by a very pleasant young lady who explained that as the food was locally produced and it was often busy on Sunday she would have to take a deposit of �5 per head to ensure they ordered enough food! This was duly paid and all the group had to do was wait for Sunday to come along.

This is great looking pub in a great location, but what happend next showed that customer service ticked the "Could do alot better" box.

In summary, 10 mile ramble, much of which was taken up talking up the Roast we were about to consume - arrival at the Pelham Arms to be told; "All we have left is three chicken roasts and a nut roast". Eight extremely dissapointed but reasonable folk were now, wet hungry and left bemused that having paid a deposit the food we had been guaranteed had been consumed by other customers.

At this point what could be done on the customer service side to save the reputation of a pub that is clearly still learning? An offer of a free drink? Alternative menu? Deposit back and an apology? a discount on an alternative? - None of the above!, we were offerred Ham Eggs and Chips, a Burger or some Fishcakes....

So ...we shared the left over roasts which were unquestionably great roasts! and managed to persuade the chef to lay on Pie with chips for the rest...

Yes, it had clearly been a busy day but to treat a group that had pre booked and paid a deposit with low grade customer service was a disaster for PR. Maybe this does not matter to them, and if not good luck, but we felt hard done by and the customer is always right.

We tried to love this pub but there will be no valuable word of mouth publicity coming from eight hungry ramblers!!

28 Nov 2009 10:10