A diner in a top English restaurant slammed it in an online review, saying the sauce they were served was 'too garlicky'. But the eatery got the last laugh when it turned out there was no garlic whatsoever in the sauce it served with its steak.
Pascals at The Old Vicarage in Staffordshirealso took exception to the diner requesting a refund for the meal which they did not like. But only after they had polished off the whole thing, reports StaffordshireLive.
The guest posted a review on TripAdvisor after their visit to the popular restaurant, a nominee for the Best Fine Dining Restaurant Award in the Food Awards England 2022 which combines French and English cuisine. It averages five stars out of five from more than 1,130 reviews, including full marks for its food and customer service.
But the reviewer said they did not believe either were up to scratch during a visit on March 27. Posting the following day, StaffordshireLive reports they wrote they had gone to the restaurant for their 50th birthday.
They posted one of just seven one-star reviews out of 1,137.
It said: "Wouldn’t go again, food was overpriced. No customer service. Complained about my steak and advised, nothing we can do.
"Very old fashioned and very tired decor. It 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 decor, 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."
The complaints have seemingly put the diner in the minority. There are plenty of five-star reviewers who were only too happy to post praise on the review site.
One five-star reviewer posted: "I don't know how many times I've been to Pascal's and will keep returning as it's one of the best places I have eaten at. Food is par excellence, service friendly and amazing. Lovely old building with plenty of natural light. Highly recommended. It's not cheap but it's worth it!"
Another said: "This was the perfect place for our French group and our partners to have an evening out. The food was delicious and perfectly presented, the service was friendly and efficient and we all enjoyed ourselves. Look forward to returning."
A third wrote: "Haven’t been to Pascal’s since the start of the pandemic…but what an absolute pleasure it was to return. As always, the service, the ambience and the welcome made for a stunning visit, topped by the excellent meal. The intelligent pairing of flavours is sensational.
"I don’t think I have ever enjoyed Lemon Sole as much. Absolutely brilliant experience, one we’ve missed and can’t wait to go back. Thank you all.
