My husband and I have visited this restaurant 3 other times when we have been in London to attend events at the Budweiser Centre. We came across the Chaucer on our first visit to the Budweiser Centre and had such a pleasant dinner, the staff were accommodating, knowing we have a time crunch before the performance. Given the first excellent experience, it became our restaurant of choice when downtown London. However, our fourth visit will be our last. My husband and I, along with our 2 children and daughter's boyfriend visited the restaurant on December 28 prior to attending Jeff Dunham's performance at the Centre. We arrived at 5:00pm and were quickly served beverages and appetizers. Our server was pleasant and efficient. At 6:50pm, my husband asks the server where our meals are and she apologized and advised that they would be out momentarily. At this point the manager came over to apologize for the slowness saying that the other restaurant, which shares a kitchen with Chaucer, was fully packed and the staff were overwhelmed and if we wanted to leave he would void our meal. We decided to give them a second chance and waited for our meal. We should have taken the manager up on his offer. Very shortly our meal arrived, served at barely room temperature. We gulped down what we could and got ready to leave. To compensate us, the server advised that the manager took the cost of a bottle of wine from our bill. Not having the time nor inclination to argue, we paid our bill and left. At no time were we dissatisfied with our server, she was working very hard and was tipped well. Our issue was with the manager and his lack of service and the performance of the kitchen. The next day we wrote a letter to the restaurant stating our displeasure and I received a response from the manager, as quoted: During this evening 90% of our customers were attending the same show as you were. We have one kitchen that prepares dishes for both sides and the restaurant part did not have a large group, it was completely packed and they were all in the same situation as you were. I tried to attend most tables and that is the fact why I did not have a chance to come back to your table and when I did you were already gone. I was apologizing for the delayed service that night without making any excuses because I do realize that some people do not want to hear that and just want to get it done, even though I had one. Considering, the head chef injured himself that day and the team had to do the dinner service without him and without going into any details and based on the circumstances, I am very proud of the job they did because they all did their best.
Your server during that evening was crying twice in the kitchen where I tried to comfort her and if we are all honest with ourselves we all know why. In almost 14 years of owning this establishment and over 20 years of managing hotels in 5 different countries worldwide, as far as I know, no customer/guest ever made my staff cry, and I do take it seriously because the staff is my family.
I found his comments offensive and insulting. His comments certainly lead us to never return. For anyone thinking of attending this restaurant, be prepared for a wait and grief from the manager if you chose to complain. read more