"Where do we start. We arrived for our 5pm booking, and were shown to our table. After about 15 mins, we ordered our food and sat back down. At 6.30pm, we still had not had our starter meals, let alone the main course. As a family of four, two of them children, such a situation is totally unacceptable. We addressed this with staff, who apologized and said it would be about 15 minutes more. Customers who arrived AFTER us received their orders, and were eating. We were still waiting. Some even asked why we had not eaten yet. Eventually, the food arrived at 7pm. At no point did anyone say anything to us, or did we get an apology from the management. We were not the only customers affected. When the food arrived, it was hot, but it was obvious that it had only just been prepared. It was as if we had been forgotten. Given it was Mother's Day, it was hardly the kind of service for a family meal we would have expected. Surely, if you know that you have busy dates like that, as well as Christmas, Easter, etc., you should plan accordingly. At least if someone had said something, let customers know there is a delay, or limited staff resources, people would understand, even if they were not happy about it. The only saving grace was the lady who did help us was called Sabeen (I think her staff number is 5767). She was brilliant. She chased up the order, was helpful, professional and polite. Sabeen was the only member of staff who made any effort to find a resolution for us. The lack of ownership of the whole situation from the leadership of the outlet, and complete mismanagement of the process has let your establishment down, and places the reputation of the business on the line. Needless to say, we would not recommend Brewer's Fayre to anybody, nor will we visit again."
