"We decided to try The Old Swan based on the Tripadvisor reviews. I ordered ‘whole grilled plaice’ from the specials board my husband ordered fillet steak. The pub was cosy and most of the team working were friendly efficient. The initial welcome was a bit odd, an older lady ‘kind of’ welcomed us by quickly passing us to a friendly man who showed us to our table (we had booked). A younger girl also looked after us and was friendly efficient (one reason I’ve given more than one star). We had drinks focaccia. When the older lady collected the board the bread was served on, I said ‘thank you, the focaccia was dreamy’ and she completely ignored me The mains came to the table the steak looked great it was a good cut, cooked as requested and they swapped chips for new potatoes. The only comment was ‘it could have been seasoned more’ but this is personal taste. The plaice was served and, a few mouthfuls in, I noticed a long black hair stuck (cooked in) to the skin of the fish. I pulled it out, placed it on the side plate for the fish bones and quietly said to the older lady that there was something wrong. She took the side plate with the hair and said ‘this never happens here’. I replied that I’m sure it doesn’t happen often ‘these things happen’. The lady took the hair away and left me with the meal. I felt really awkward and embarrassed as I didn’t want to make a fuss but also didn’t want to continue eating the fish. My husband caught the younger girls eye and asked if we could swap it and she was so helpful, immediately said ‘of course we will get you another one’ and returned to give an update on how long it would be (not long at all). I ate all of the new fish although I wouldn’t order it again, it was pleasant and I enjoyed the experience of eating fish off the bone which isn’t always an option elsewhere. At this point, I would have probably scored this a three or four on the review because these things do happen and the younger lady looking after us was brilliant. The older lady returned to collect the plates and again insisted ‘This actually never happens here’ and I insisted it was no problem, I am sure they have high standards and it was just an accident. She then snapped at me saying ‘NO! We don’t have accidents, this never happens here’ … The interaction felt quite tense and even aggressive. We did not ask for a discount, we did not complain (other than to raise attention to the issue ask for a replacement) and we were gracious when the young lady set about making things right. The overall feeling when we left was awkward, embarrassing uncomfortable. The final conversation with the older blonde lady really highlighted all the other little things throughout our dialogue with her during our visit that I was disappointed with. The pub is sweet, the food was good enough most of the staff were great. The hair is a small detail easily looked over if dealt with appropriately. Making people feel uncomfortable, expecting me to continue eating a dish with a hair in it and continuing to reiterate the same awkward point, however, is unacceptable. Perhaps the older lady was having a bad day or has something personal on her mind. If this is the case, I do hope things get better for you as soon as possible"
