Pub manager defends staff after guest blasts them for ‘worst experience ever’

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A pub manager has defended his hardworking staff after a raging customer claimed to have had the 'worst experience ever' on the premises on Christmas Day.

Pendle Inn at Barley is a village pub at the foot of Pendle Hill in Lancashire, which is surrounded by stunning countryside and picturesque rural views.

As many as 338 of Pendle Inn's guests have rated the pub as 'excellent', with several reviews describing calling it as a 'great' pub with a 'friendly' atmosphere.

But last Thursday (January 6) one aggrieved guest left a scathing post about their visit on Christmas Day, describing their meal as the "worst service I've ever experienced", reports Lancs Live.

The user, who went by the name 'Jdjkjajs', fumed: "Well where do I start, my family and I came here on Christmas Day and it was the most shambolic experience I’ve ever had at a meal.

"I’m surprised there are not more terrible reviews given that half the tables there left before dessert and many were asking for refunds.

"At £65 a head you’d expect good food and good service, the food was good, but the service was so disorganised. Some people didn’t even have tables when they arrived. Each course took around an hour or more to be served and cleared."

The unhappy pubgoer also claimed that people were "starving" after some meals took four and a quarter hours, and questioned the competency of the staff after they seemed "very dismissive" when complaints were brought to them.

General Manager Stuart responded to the review just a few hours later and stood up for his workers after he claimed that no customers appeared to thank them for coming in on such a special day.

He said: "First thing I would like to do is apologise for the experience you had to which we offer our sincere apologies for as we accept it wasn't good enough.

"I would however like to thank the staff for there [sic] efforts at least, which didn't get mentioned by anybody on the day as they had all given up there Christmas Day with there families to try and offer you all a good service.

"We accept we had taken too many bookings and that things took way longer than they should have done.

"We were unfortunately five members of staff down on this day due to a mixture of illness and Covid so that massively took its tole [sic] on our team but instead of cancelling the day which would have been the easiest option we decided to go ahead with it and give it our best shot."

Stuart finished by admitting that the Pendle Inn "fell short of our own high standards" on the day, and thanked the guest for praising the quality of the food.

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