The occasion was a friends birthday, 8 of their close friends having a lovely day in St Andrews with the highlight to be a lunch tasting menu at HAAR by Dean Banks to which we had book long in advance and held confirmation email of said booking.
The unfortunate issues began 24hours earlier when the booking party and whose birthday it was received a phone call stating they could no longer honour any lunch bookings due to staff shortages but could fit us in at 5pm. They acknowledged it would be the pricier dinner menu but would make sure we had a lovely experience and so we all discussed and agreed this was OK. What a mistake that was, one that was soon to be a costly disappointment and one that ruined the whole birthday experience.
We all opted (as there was no choice) for the tasting many at £105 which also had upgrade options; £25 for a half lobster, £10 for wagu instead of sirloin etc. Pricey, maybe some might think so but we were all food lovers and knew we were now at dinner not lunch.
The first few courses were actually very nice, portion sizes OK for a tasting menu and everyone was enjoying the meal, however it all changed when the sirloin / wagu & vegetarian options were presented. The steak came with a piece of mini courgette. The steak measured 7cm x 2cm x 2cm and was tough and unseasoned. This we thought was bad until the £10 upgrade wagu was presented, this was even smaller, a disgrace. It was sent back as also very tough to cut through with the provided steak knife, definitely not how wagu should be.
However the last straw was when the vegetarian in our party was presented to two slithers of the small mini courgette on a small bed of wilted kale. £105 tasting menu and the main course is a small plate of vegetables!
All these issue were given to the front of house manager who just kept saying, "I'll need to speak to Dean". £2500 bill with wine and food, yet Dean never once appeared to address the complaints and the manageress instead stated "Dean said it is what it is, that's the dishes". She then accused us of lying and we never originally had a lunch reservation.
The management attitude was disgusting. All of our party are business owners from retail to hospitality, corporate to international finance and none of us had ever experienced such poor customer service following justifiable complaints. As nothing was rectified and we were being spoken to so poorly, the head party sadly paid the bill including the service charge just so we could all leave yet it still ruined the rest of our evening.
If this is Dean Bank's attitude to local diners spending such amounts, it really is shocking. read more