Not happy. Even though I called in person to speak to the Manager - (Ian) regarding what had happened, it's not a good enough explanation. Excuses doesn't bode well with me as groups of individuals, arrived AFTER my daughter and my niece. It's not the case of, "how the orders were ordered, or how they came out???" Ordering a starter and a main for a party of two should be a normality and an easy task? They waited one hour? What I am utterly disgusted about, is the separate groups of six and seven individual's, drinks and mains was allocated prior to my daughters order, despite asking politely, TWICE OVER about the massive wait and why have the other two separate groups had received their order before my daughter?? It's unacceptable! My daughter is a polite, young lady!
We can either label this issue as bad service or the staff requires retraining OR is this the case of discrimination/racism in this establishment, as the groups of people that arrived subsequently, were all of caucasian descent and they seem to have no issues with the service provided by your staff in a timely manner, before my daughters items were designated? The groups also ordered drinks, starters and mains? Explain how that is possible??
Word of advice Ian? Be sincerely remorseful, when you apologise to customers. You appeared extremely disgruntled when you conversed with my daughter. Identify on the phone instead of relaying an excuse, your staff were out of order AND IT HAD NOTHING TO DO WITH, HOW MY DAUGHTER ORDERED HER ITEMS? If your team can't handle a simple starters and mains for two people, yet groups of caucasian individuals, are being dealt with, accordingly after my daughter?
This team is required to re-evaluate the policies. A half hearted apology and a free coke isn't admissible. Why? Because you were forced to take that step to try and rectify the issues. If this was a genuine mistake, after two conversations with the staff to identify that my daughter and my niece are still waiting, apologies and a good will gesture should have been allocated, before my daughter had conversed with you or I had personally called immediately after I read my daughters message. It's upsetting! I'm sure the Business Manager or Area Manager of The Ship can review the CCTV footage. I will be writing to head office if this chain is part of a brewery group. No way do we require ANYTHING from this pub again. BUT there should be an unannounced audit to monitor service times, quality and how is the training conducted internally!
You will never understand or have this issue of being treated unfairly because you are caucasian. There is no, "dropping the ball." It seems your team are rude and dismissive and I wonder where they have adopted this attitude?
This team should be trained to be FAIR to everyone that purchases from this pub.
Next time around, myself personally, or one of my colleagues will attend/visit and over look, the QSC and how you treat your customers.
You are extremely lucky I wasn't present today. I would of obtained visuals with the time and date and posted it all over my socials as well as written a review for Mystery diner, Gap Buster and Big Hospitality.
This should NEVER happen again in future to ANYONE!
Disgusting behaviour, service and a racist team of incompetent staff that requires an unannounced audit! If the Management team of The Old Ship displays/implements and excels in good QSC, the training and development will filter it's way down. Obviously this isn't the case. Extremely disgusted with the feedback from my daughter. First impressions and a great reputation is a primary quality. If you lose that, there will always be a bad memory. read more