Running Horse, Bracknell

RUNNING HORSE ,HUNGRY HORSE ,GREENE KING RETAIL
ABBOT HOUSE
PO BOX 337
BURY ST EDMUNDS
SUFFOLK
IP331QW

27TH NOV 2011

DEAR SIR /MADDAM

I am writing with regret about our dreadful experience at the RUNNING HORSE ,HUNGRY HORSE ,BRACKNELL .
We had booked a table for 10 about four weeks ago for the evening of the 26th Nov 2011.
On arrival we found that our party size increased by two so we kindly informed the staff who gave snide comments and made us feel very uncomfortable so we didn�t say anything we then asked for the Christmas menu so we could order but was told that we had not booked a Christmas party, but we had as the table was laid in Christmas table cloth and crackers, and that we had to order from the regular menu again we didn�t complain .
We ordered our food in individual couples spending �20 per couple at a total of �240 for the whole group.
When our food arrived sausages were missing from two meals and chicken was missing of one mixed grill and one meal didn�t turn up at all when asked where our friends meal was and the fact that items were missing , the waiter was very quick in bringing the missing sausages out but our friend didn�t want to complain about the chicken as he feared it would be cooked in a rush and wouldn�t be cooked properly ,with the missing meal we were told its coming and ten minutes later we asked again to be told the same then five minutes later we asked again to be told the chef had cooked it and we had it but as our friend had no plate in front of her it was very obvious to the eye that she had no said meal , then the waiter came back to us and told us that no meal was actually cooked and the chef was just starting to cook it at that same moment a waitress came out to say its done and she was bringing it out by now we had all well and truly finished our meals and getting fed up with the poor excuses .
So our friend and her partner went to complain as they ordered their food together only for the manager to tell her partner in a very rude and abrupt manner to go away as she will deal with our friend alone . So he left her to it she was offered a free dessert which was ok . The meal arrived ten minutes later considering we had now finished our meals 15 minutes ago and sitting with our empty plates in front of us then her meal arrived as soon as she finished they took her plate alone and dumped her dessert down as if that rectified their error .before all our plates were cleared but before they were cleared two waiters were arguing very loudly that they didn�t want to clear our table as there were three staff members just idly chatting behind the bar and again made us feel very uncomfortable then showing their frustration they came over and started to clear our table even though the three staff members stayed behind the bar . we waited 20 minutes for all our plates to be cleared before we could go and order our desserts. At this point the majority of our group were very disappointed and didn�t want to order anything else which comes down to a very bad experience at this this establishment . I asked to see the manager several times to no avail I then asked for the managers names and the address of head office instead the manager came over and asked for me to write down my details and told me I was being aggressive which was very embarrassing for me as I was being very calm and polite I wasn�t even drinking alcohol as I was driving . And found her remarks very very rude . Eevn though I had organised and booked the table the manager told me to stop being stupid as the friend had been given a free dessert but I nicely told her that that wasn�t the only error and that food was missing from several plates I did say it was brought out apart from the chicken but again very rudely she told me to stop being aggressive which I clearly wasn�t and that no one told her anything about missing items and it didn�t happen at this point I told her this is disgusting service accusing me of aggressive behaviour when I am point out our disappointing experience , she then took my details and still within ear shot told her colleague that stuff him we got their cash , at this point I told her to stick it in a calm and polite manner granted I should never have lowered my standard to her level, I pointed out that she could use customer service training and had no business as a manager making comments like that to make us look very bad and make her look good was not acceptable at which point she told me to get out , which I gladly agreed to being in the far corner with no way of exiting without waiting for my friends to move out of the way I was then threatened by the manageress she then said she was going to call the police over me which again was to make herself look she was in the right which was very wrong I asked her to call the police as they would see we were in the right and the victims in this whole matter but I didn�t want to get in an argument or I would have got very angry . Instead me and my fiance left very disappointed and upset our Christmas meal was runined .
I do feel that these staff members should not be managing your establishment and the waiting staff should get more customer service training and maybe a new chef that knows what meals are on your menu .
I hope to get a full refund on our meal and a written apology from the restaurant manager for her unprofessional behaviour I will also be going to the local press as I feel that other people should know not to waste there time or money booking a Christmas meal or any meal here till certain changes are made as we wasted �240 on a very bad evening . How do they expect to cope with Christmas parties when they cant even cope with one table .
Plus I have just been on a critics website and found several complaints about a hostile manageress that makes you out to be aggressive when your not and only trying to get your meal I am sorry I never read this review before we came . There were several different people complaining about the same hostile manageress .
Also I will make it my personal mission to get this rectified the internet is a very powerful tool .
In this financial climate it easier for a restaurant or any business to keep a customer than find a new one , I would like to hear how you can rectify this really bad experience .
The staff member / managers name is ANGIE (BLONDE LARGE LADY ).
I don�t mean to sound threatening I just don�t want others to experience what we had .
And look forward to hearing from you .
Kind regards

10 Dec 2011 11:44