A leading Pendle pub has responded to a customer claiming a Christmas Day meal at their restaurant was the ‘worst service’ they have ever experienced.
Pendle Inn, in Barley, is a village pub at the foot of Pendle Hill surrounded by the picturesque views of the village.
The pub is ranked #1 of 3 restaurants in Barley with 4.5 stars based on 594 reviews from previous guests.
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Offering accommodation, beer and food, the pub offers both a sandwich menu and a main menu, which includes pub classics and Pendle Inn pies – as well as a Pendle Pie (£12) filled with Rich steak and Thwaites beer with cheese and seasonal mash. vegetables
338 of Pendle Inn’s reviews rate the pub as “excellent” and several guests rate it as a “great” pub with a “friendly” atmosphere.
Last Thursday (January 6), a guest, user X6443OIjasonw, reviewed the pub saying it’s a “great pub with great beers and food and great staff”.
They wrote, “The food was excellent and well presented, I couldn’t fault it. The staff were very friendly and helpful. I will definitely recommend The Pendle Inn to family and friends.”
A second guest, user L1392BAvickyd, visited in December and posted: “The food and beers at the Pendle are amazing. We had lunch there today. It is very tastefully decorated for Christmas and the welcome you receive there is great. The service staff is very attentive and the food was delicious and well presented. This is one of our favorite places in our area. I have never been disappointed.”
Manager Stuart responded to the brilliant review and said: “It is so worth it when our loyal customers keep coming back and we can thank you enough for the support and loyalty. We always aim to ensure that every customer who walks through the door feeling comfortable and making the most of their visit. We hope to see you again and again in the months to come.”
But last Thursday Pendle Inn was also given a one-star rating by a guest who said it was the “worst service I have ever experienced”.
User Jdjkjajs said they visited Pendle Inn on Christmas Day and said it was “the most shambolic experience”.
They say, “Well where do I start, my family and I came here on Christmas Day and it was the most shambolic experience I have ever had at a meal.
“I’m surprised there aren’t more terrible reviews considering half of the tables stayed before dessert and many were asking for refunds.
“At £65 a head you would expect good food and good service, the food was good but the service was so disorganized. Some people didn’t even have a table when they arrived. Each dish took around an hour or more to be served and cleared.A four-course meal took four and a quarter hours.People were starving and complaining.
“Upper level staff seemed very dismissive of this fact and had no response in regards to people leaving and wanting refunds, their comments were along the lines of ‘we didn’t expect it to be so busy”, which begs the question, why take more than you can handle? Why was there no organization?
“It was very reminiscent of inexperience and incompetence and people in roles that were too much for them to handle.
“The rest of the staff had just given up, you could tell they thought it was a mess and we were embarrassed for them. Some of the staff were even almost arguing with people who wanted the money canceled and it was very uncomfortable to watch. Safe to say we won’t be back!”
General Manager Stuart responded to the review a few hours later and took the opportunity to thank the staff for their efforts.
“Thank you for taking the time to review your visit to us and on this occasion we are disappointed that it was not more positive,” he said. “The first thing I would like to do is apologize for the experience you had and we offer our sincere apologies as we accept that it wasn’t good enough.”
Stuart continued: “I would, however, like to thank the staff for their effort at least, which was not mentioned by anyone that day as they had all given up on Christmas Day with their families to try and give you all a good We accept that we took too many bookings and things took much longer than they should have.
“We were unfortunately five staff members down that day due to a mix of illness and COVID which took a massive toll on our team but instead of canceling the day which would have been the easiest option, we decided to go ahead and do our best.”
Stuart added that the Pendle Inn raises its hand when it “falls short”.
He said: “We will always hold hands when we fail and on that day we failed to reach our own high standards and for that we cannot apologize to people enough. People in positions management run departments like this every weekend so I still believe they are the right people for the jobs it was just the sheer fact that they were understaffed across the whole team this that day.
“Again I hope this doesn’t stop you from coming back to us in the future as you mentioned at the top of the article that the food was good so that’s a bit of positivity that we can take to move forward. Please accept our apologies for this experience. Best wishes, Stuart and the team.”
The Pendle Inn is open daily from noon.
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