Perfectly measured response from Lytham restaurant manager after customer complaint about service

The managers of a chain of restaurants in Lytham called a guest who complained about the “appalling” service they received.

The Olive Tree Brewery on Dicconson Terrace is well-loved by hundreds of past patrons. As a franchise restaurant, the restaurant is known for its Mediterranean, European and Greek cuisines served in a sophisticated setting.

Previous guests have raved about the services and atmosphere of Lytham Restaurant and have even left many positive reviews of the meals served to them. Recent reviews have rated the restaurant as “Excellent” or “Very Good”.

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Oliver Tree Brewery is rated 4.5 out of 5 on TripAdvisor and has garnered 477 “Excellent” reviews.

One person wrote: “Nice place to eat, in an old bank. We managed to sit on the outside terrace, which was covered so not cold. Terrace heaters and blankets were available. Lots of vegan choices in this Greek based menu.We ate vegan meatballs and vegan calamari starters (the calamari was mushrooms) We followed that with vegan risotto and vegan sweet potato tagine.

“We waited a while for the main course which we didn’t mind as we knew the food was fresh. Lovely, polite and helpful staff and lovely setting overlooking the main square in Lytham. Highly recommend this place and we Will return next time we visit Lytham.”

Another person left this review: “We had a lovely meal here Saturday night, me and my girlfriends! We were served by the most helpful member of staff, Max! He made the whole evening very enjoyable and responsive to all our questions and recommended a few of his favorite dishes! We will be back! Thank you Max and thank you Olivier for the wonderful food and evening!”

And one person wrote: “What an awesome place to eat, everything down to the smallest detail is held to such a high standard the waitress and waiters are really friendly and helpful to make sure you enjoy your experience with a smile at all times . My beer was nice and cold and my food was nice and hot and cooked to perfection, can’t fault the place if I try! Nice and tidy, great service and amazing food! I highly recommend it !”

But one customer was completely unhappy with the service he received, so much so that he left a “Terrible” review.

They wrote: “Appalling service and food, the 2 basics required of a restaurant. Order taken, not written down and missing starter which was supposed to be the main course, so the missing main course was the problem. The person taking the order was preoccupied with a table talking to her friend.

“Once the problem with the mains was supposedly sorted out, I insisted that both of our meals be brought out at the same time. Apparently this was a problem as my dish was cooked and my wife’s dish was missing was not finished. We were then told the food would be a few minutes later, after another 10 minutes no food. Finally was told the chef was not happy with my dish, the bar, and that he was doing it, the food would be ‘a few minutes.’ I gave him a minute to sort it out and the food arrived.

“The bar obviously hadn’t been redone as it was extremely overcooked and disgusting. At this point we walked out. The restaurant was quiet, I would hate to see how they handle busy service. Avoid at all costs.”

The restaurant managers posted their own response to the negative review.

They wrote: “Thank you for taking the time to leave us a review, your visit has been discussed with our management team and I am happy to have a place of contact with you.

“I am disappointed to read your review and have reviewed your visit in detail. Your initial order was taken by a very experienced member of our management team who has been with us for a considerable time and has always received excellent comments from our guests.

“When an order is placed, the order is repeated to our customers to ensure that all components of the order are placed with the kitchen, including special requests. When your order has been placed, including the special request from ordering a starter as a main course, our team were flexible to accommodate your table needs and followed the repeat order policy to ensure all items were correct which was accepted by your guest.

“During the preparation of the main courses, your guest changed his mind and wanted to swap his main course. As our team is trained to meet all requests, the order was adjusted with the kitchen to meet your requirements. Unfortunately this led to the timings of the dishes being prepared not to meet and a fresh sea bass dish to be thrown to match the newly ordered chicken kebab.

“Due to the change of course and extended service time, complimentary appetizers were brought to the table leading to main courses served to your table in a timely manner and perfectly cooked. Initially no payment for mains main, starters or drinks have been paid for. The request to collect your contact details was declined, unfortunately leaving no way to contact you to find a solution.

“After thoroughly investigating the issues you raised, I believe our team has worked hard to accommodate your requests and have followed the policies we have in place. I sincerely apologize if you feel any different and I’d be happy to talk to you so we can find a solution together.”

About Vivian J. Smith

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