Pub bosses have hit back at a would-be punter who slammed them online despite not even visiting as a customer. The person claimed they were treated like 'dog dirt'.
But bosses at Toby Carvery in Morecombe, Lancashire, were quick to defend themselves, pointing out that the 'customer' never actually physically visited the branch in Lancaster Road. The chain is rated 3.5 stars out of five on TripAdvisor, with more than 1,000 posts by customers.
Of those, nearly 600 rate the place as 'excellent' or 'very good'. Staff are often praised, reports LancsLive.
One customer left a review which states: "My friend myself and my daughter popped in for a last-minute breakfast this morning. The service was absolutely incredible the lady [behind] the bar even came to find us to check how our meal was and if my daughter needed anything. She introduced herself as Becky and made sure we enjoyed our stay and had all we needed.
Another wrote: "Server was Charlotte what can I say! Went above any beyond to accommodate us we told her how fantastic she did and she just said 'well this is my job' to make sure we are well looked after but she did more than that. Asset to Toby carvery. Food pudding everything was exceptional, we will definitely be back thank you Charlotte and the team."
A third person said: "We visited the Toby carvery in Lancaster/Morecombe August while on holiday. We had a fantastic server who was welcoming, funny and just made the experience well worth it and the food was great but, Jacks ‘AKA menopausal Margaret’ just made the whole experience worthwhile.
"Keep the good work up Jacks and what an asset to a fantastic food venue. Great food and staff."
Another person said: "We booked a table and glad we did. We have never seen the place so busy. We had to queue for ages to get our carvery.
"The queuing system could really do with work as it was very crowded and people getting take out carvery were holding up the rest of the queue up. Maybe another system needs putting in place for take out. When we did eventually get our food it was a good as always, meat was perfect. Our server Jacks was fab very friendly and bubbly and made everybody feel welcome. She was also amazing with all the children who were sat at nearby tables."
However, amongst some of the more negative reviews, one customer wrote about a recent experience which left them disappointed.
They wrote: "I live within 600 metres from this place, and have done for decades. I was recently invited by Toby on email, when I complained to a staff member I was berated and told to go to Wetherspoon's.
"All recorded on my phone. They have been refurbished and opened on my birthday, they treated me like dog dirt. Sorry to the owners, you failed, big time. Mitchells & Butlers."
Managers of the chain were quick to respond to this review and highlighted details of the 'customer's' visit - or lack of.
They wrote: "Thank you for taking the time to let us know how dissatisfied you are from NOT dining with us. You must have at some point signed up to receive our offers etc, which is why you will have received the email regarding our reopening."
In regards to the phone recording, the managers added: "When complaining to the member of staff, which you did so by phone without visiting our restaurant (recording without her permission I might add), you did so to complain about our pricing of alcohol. You then went on to shout abuse, stating that it’s cheaper in Wetherspoon's and you won’t step foot in here as you haven’t done for 10 months!
"We are here to try our best and serve our guests, not get phone calls of abuse! If you don’t want to receive our emails you can quite easily unsubscribe."
