My wife, my twelve year old son and I had not eaten as we had been travelling. For convenience, we decided to visit the Wetherspoon pub in Barry (Sir Charles Romilly 5-6-24) for our evening meal and a drink.
We found a vacant table (of which there were many.) Table 23 which was about five metres from the bar. We took around five to ten minutes to decide on our meal and drink choices. I went to the bar and tried to place our order. At this point, there was no problem and the food was ordered. I was just going through the drinks and asked for a mineral water for my young son, when the lady taking the order asked if any of our party were under aged eighteen. I told her that my son was and she then said that she could not serve us as my son is under eighteen.
I was absolutely outraged and complained strongly. She told me that children were not allowed in the pub, i think she said after 8.30. The time was not even 8.30pm anyway. The staff also had a clear view of us when we entered the pub and sat down. Nothing was said at that point. I would have still been annoyed if it had, but they let us sit there and said nothing, then took the bulk of the order at the bar.
Even if this is their policy (which i find outrageous, bizarre and discriminatory to children and families,) they must have noticed us and had ample opportunity to say something, rather than wasting our time and denying us a meal when we were hungry.
I asked to speak to the manager and briefly complained to her. She also said that because we would be in the pub after 8.30, then we would be in breach of their rule. A rule, which i might add, appears to be unwritten anywhere i could find on their notices. We checked the front door and windows and there was no mention of children not being allowed to eat after a given time. And even if there was any notice, it's still an absolute outrage.
We left the pub. My young son was very upset and in tears. My deaf partner and i were very upset too. It created a difficulty in explaining to her what had happened.
I'm not sure how your system works, but i really think the staff in the pub need to do a lot better. Even if that is their unfathomable rule, it needs to be made clear to them that they should adopt a more flexible and inclusive approach to customer service.
As a result of this incident, i'm unlikely to be taking my family to a Wetherspoons pubs ever again.
I used their site to forward my complaint twice, but still have received no response.
My family were denied service as they said children were not allowed to eat in the pub after 8.30pm. At this time it was only around 8.20pm.
Arrived at the restaurant on Sunday 20th at 11.50, Myself, Wife and 7year old daughter, found a table which was still to be cleaned, I proceeded to the bar with the table number as we all wanted was 3 American style breakfast which was only served until 12.
5 people waiting to be served - ONLY one person serving!
Clearly she could see everyone waiting to be served; the guy in front orders his breakfast
My turn next - 12.01 - The girl shouts to another member of staff its 12.03 can we serve him breakfast - ANSWER NO - It was actually 12.01 and I had been waiting 10 minutes already - I explain it's not my fault she's the only one serving - her answer is "WELL ITS NOT MY FAULT EITHER"
I ask her to ask her manager - She comes back and tells me no I can't order any breakfast
****THE WORST EXPERIENCE AND CUSTOMER SERVICE I HAVE EVER EXPERIENCED****
I THEN PROCEED TO TELL MY WIFE AND 7 YEAR OLD THEY CAN'T HAVE ANY PANCAKES!
SHOCKING, APPAULING AND EXTREMLY RUDE SERVICE WAS NONE EXSISTANT
Arrived at the restaurant on Sunday 20th at 11.50, Myself, Wife and 7year old daughter, found a table which was still to be cleaned, I proceeded to the bar with the table number as we all wanted was 3 American style breakfast which was only served until 12.
5 people waiting to be served - ONLY one person serving!
Clearly she could see everyone waiting to be served; the guy in front orders his breakfast
My turn next - 12.01 - The girl shouts to another member of staff its 12.03 can we serve him breakfast - ANSWER NO - It was actually 12.01 and I had been waiting 10 minutes already - I explain it's not my fault she's the only one serving - her answer is "WELL ITS NOT MY FAULT EITHER"
I ask her to ask her manager - She comes back and tells me no I can't order any breakfast
****THE WORST EXPERIENCE AND CUSTOMER SERVICE I HAVE EVER EXPERIENCED****
I THEN PROCEED TO TELL MY WIFE AND 7 YEAR OLD THEY CAN'T HAVE ANY PANCAKES AND LEAVE THE RESTAURANT!
SHOCKING, APPAULING AND EXTREMLY RUDE SERVICE WAS NONE EXISTENT