A restaurant had a polite response to a guest who ate an entire steak and then demanded a refund as it was 'too garlicky'.
One of the guests at the top-rated Pascal at The Old Vicarage in Burton, which was a nominee for the Best Fine Dining Restaurant Award in the Food Awards England 2022, took to Tripadvisor to write a devastating review of their meal.
The fine dining establishment, which prides itself on French and English cuisine, did not hesitate to defend itself after a complaint from a customer, StaffordshireLive reported.
On TripAdvisor the restaurant averages five stars out of five from more than 1,130 reviews - including full marks for its food and customer service - but one reviewer did not believe either were up to scratch during a visit on March 24.
Posting the following day, they wrote they had gone to the restaurant for their 50th birthday and posted one of the just seven one-star reviews out of 1,137 for the venue.
It said: "Wouldn’t go again, food was over-priced. No customer service.
"Complained about my steak and advised, nothing we can do. Very old fashioned and very tired décor. It’s was my 50th birthday that night and went away very very disappointed and a little gutted from the lack of customer relations."
In response, the restaurant - whose cheapest starter is at £6.95 and cheapest main is £15.95 - wrote: "You dined with us on Thursday 24th March, you were seated in the conservatory and ordered starters and mains, you were checked throughout your meal (including mains) and you commented how you enjoyed it.
"When Karen came to clear your two empty mains plates, you stated how you had not enjoyed your steak at all due to too much garlic in the sauce (that is served separately), but you said ‘I’m too polite to complain’ that’s why you ate it all.
"Karen stated she would check with the chef as she thought there was no garlic in our peppercorn sauce. Karen checked with the chef, who confirmed that there was no garlic in the sauce. Karen was busy doing drink orders, hence she spoke with Pascal who then came over to address the issue.
"When Pascal came to tell you that we had spoken with the chef and there was no garlic in the sauce, it transpired that it was the truffle butter that you did not like.
"The truffle butter is clearly stated on the menu that it comes with the steak. We are more than happy to leave it off or change it if we are told when ordering.
"We would have even been willing to replace the steak without the truffle butter if you had mentioned when you first tried it. But unfortunately there is nothing we can do when you eat the whole dish.
"You then stated that you did not want desserts and wanted the bill. Pascal brought you the bill. You then complained that you had to pay for the steak even though you did not like it, after eating it all.
"We felt and you agreed, that the steak was cooked correctly and came as stated on the menu. You failed to mention when checked that you did not like the steak, so unfortunately there is not anything we can do.
"With regards to your comments about the décor, we know everyone’s taste is very subjective and take your comments on board.
"Our design team worked very hard when we refurbished the place to maintain original features and to ensure the refurbishment was in keeping with the building."
