An Edinburgh Toby Carvery has apologised after a furious diner hit out on TripAdvisor after a 'dreadful' experience.
The popular roast restaurant was quick to say sorry after the customer took to the site to give them a lengthy one-star review over their cold dishes and bad customer service.
Arriving at the Lauriston restaurant at peak time for a roast dinner, Sunday at 5pm, the customer had blamed the "expressionless staff" for their bad time.
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Giving an extensive description, the diner had gone into detail on each part of their meal, from the meat to the potatoes as well as their conversation with the manager.
Speaking on the review, they said: "Restaurant not busy, veg all cold, meat cut with a scalpel, complaint met with an expressionless indifference by both the female managers.
"This was so bad there is not enough space to do justice to the poor service. We live next to the Toby in Corstorphine Edinburgh, but choose to go to Toby Lauriston Farm, because it is a nice location. Have eaten here four times before, but this was , well it would be generous of me to describe it as dreadful .
Sitting in the bar area, and visiting the Carvery serving area, was met with several choices of cold veg. Roast potatoes in lard : cold! Our homemade roasties" marginally warmer. Peas : there were approx 30, yes 30 peas in an otherwise empty le creuset. Potatoes and carrot bake : cold. Gravy, ritually empty and very thick and congealed.
"Then the very pinnacle of low quality must be awarded to the greyish mush that for some odd reason was labeled "Cauliflower cheese. In balance, the turkey looked great, but that is about as far as the compliments go. I never tasted it because the veg was so cold I wasn't prepared to pay approx £25 for two plates like that.
"Now if this wasn't bad enough, my polite complaint to both of the duty managers was just the crowning glory of a rotten day out. My complaint was met with, the reasons, as follows.
1. We have some new kitchen staff.
2. I could replace it for you but it'll take a while.
3. Well if you just pay for your drink, (£3.15) for one ginger beer and lime, that'll be fine,
"Now I told the manager that we have been here before about 5 times and was offered absolutely nothing.
Just to clarify, I ate three pieces of veg all cold , my plate and my partners were almost untouched. Quite clearly the managers did Toby no favours. Perhaps it's time I gave another chain a try. Let's face it , you'd t go to a carvery you don't expect a Michelin star meal, but the minimum expectation is that it be hot, that's not much to ask for is it, or are my expectations to high?"
Getting back to the customer on TripAdvisor, Toby Carvery apologised for the incident, but were quick to defend their staff and added that "all team members start somewhere."
Committing to extra training for the team, the restaurant said:
"I am sorry to hear you did not have a good experience with us. We pride ourselves in our usual standards of food and very disappointed to hear that at this point on a Sunday we were not on point, as stated on your visit we have had an overhaul of new team and we are working hard to ensure we can get them confident and up to scratch, although this is not entirely an excuse, but all team members start somewhere.
"I apologise that the offer to replenish the deck was not an acceptable option, I understand this may take a little longer but it gives us sometime to get back on our feet after a quiet period. Please be assured we will be looking into extra training with our team to ensure this is not a regular occurrence."
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