Edinburgh bar workers have been left upset after a customer gave a seething review.
Milnes Bar in the city centre currently scores a respectable three and a half stars on Tripadvisor with customers rating the same for food, atmosphere and service.
However, one diner took to the review site after they were left waiting over two hours for food and claimed a members of staff was 'grumpy'. The customer also noted how the bar seemed short of staff despite there being rugby on with the city being busy as a result.
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The city centre pub quickly responded and said they were 'upset' that the guest had not been given 'top notch service' and added they 'will strive to provide better service moving forward'.
In the review, the guest wrote: "I arranged to meet a couple of old friends and I suggested Milnes as we used to frequent it in the 90’s. Basically I ordered lunch via the app, which was advertised on the menu. I was then approached by one of the staff members telling me food had a 45 minute delay and not to use the app and to use the bar in future.
"One of my London friends was aghast at this - either remove the menu or the app advert should be covered with a blank receipt. I didn’t appreciate the interaction. Friends arrived and it was two hours and the food still had not arrived so I cancelled it.
"I was again rudely spoken to by the grey haired staff member with glasses and knitted top, basically criticising me for using the app. If you manage people’s expectations when they enter then perhaps you would be less grumpy at work.
"In the service industry, I imagine with constant footfall in the centre of Edinburgh one could get blasé about delivering customer service, but one day you will need to consider customer retention, but first try employing some staff on a rugby day/weekends etc."
They ended with: "I won’t be back I won’t recommend this to old friends either."
Milnes Bar quickly responded and said: "It's upsetting to hear that you did not receive the top-notch service we strive to provide. We have had one rugby weekend where due to being short staffed this resulted in a bit of a wait for food. All our customers are important to us, old or new, and we’d very much like to welcome you back sometime soon regardless of your ordering preferences.
"We have taken learnings from the rugby day and will strive to provide better service moving forward."
Meanwhile, another customer noted: "We were in Edinburgh for the day and in need of some lunch so we popped in here . Bar staff were nice and friendly and we were told food was only being served downstairs. We went down and were pleasantly surprised at the size of the place . We managed to get a table without any bother.
"While ordering food we were informed that there was a bit of a wait as they were very busy. This wasn’t a problem as we just had another beer. When the food came the portions were decent and the quality was fine ( we had only ordered burgers ). Overall we had a good time, just one thing food and drinks weren’t cheap but you are in one of the most touristy streets in Edinburgh so prices reflect that."
And being right in the city centre, it is no surprise that tourists will pop in. One guest from America said: "My husband and I happened upon Milnes Bar on the way to our hotel. It looked like a classic pub, so we had to try it. We were not disappointed! The staff, including Devlin, we so kind and helpful, and our food was delicious! It was exactly what we needed after a day of walking. If you’re looking for great food off the beaten path and away from the crowd, Milnes is the place!"
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