The Slug and Lettuce is the worst place I've ever been for lunch. My wife and I visited on the last…read moremonday of October (2010), at about 4 P.M., and it was actually funny to see how bad it was. We ordered food, and were willing to get starters, mains, desserts and coffees. An hour after we'd ordered, all the kitchen had been able to do was serve one set of starters (ours), out of order (there were two other tables in at the time, the one next to us had placed an order).
I had to ask three times just to get a drink that day. We'd waited an hour for our food, and the last straw came when an elderly couple sat by the door finally got their meal, and sent it back immediately because it was so burnt as to be inedible. This, despite the waitress telling us there were two 'chefs' in the kitchen.
We wanted to see the manager on site, but the waitress informed us he was uncontactable, and was 'counting stock'. The three tables, including ourselves, told the waitress we wouldn't be paying, and she refunded our drinks.
We sent a letter of complaint to the company, and after 3 weeks had a reply from the company's events co-ordinator, Vicky Baker, which is included at the bottom of this post. Note that the Events co-ordinator seemed unaware that on Mondays, the 'restaurant' offers 50% off anyway, that customer complaints go to people in the company who 'can't (won't) comment' meaning they don't care in the slightest about people's poor experiences, and the bizarre statement suggesting that she'd only be able to do anything had she been on site (the Manager, of course, should have been available to speak, but refused to talk to the three tables that'd not been served and walked out). I'd also made it very clear I did not want a discount or to have anything for free, and would never eat in that place again, since I hate when people complain just to get things for free. This was also ignored in the reply.
If you've ever been annoyed at poor service, and any companies 'We don't give a damn about the customer' attitude, I'd recommend that you can start getting your own back by boycotting those brands.. The Slug and Lettuce would be a good start.
Here's the respose to the feedback we offered:
"I am writing with regard to the feedback form you submitted a short while ago, concerning your dining experience with us.
I unfortunately was not working on site on the day in question, so cannot fully comment on what happened; however, I would like to extend our sincere apologies to you for your experience.
I am very sorry you feel this way about our establishment, and would like to offer you 50% off your next meal, should you decide to visit us again. To gain this 50% off, please print this email as confirmation to hand in to a member of staff.
Once again, I apologise and do hope that you visit us again."
