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Beefeater bans mum 'because she complains too much about quality of food and service just to get refunds'


Beefeater has banned a mum from one of its restaurants claiming she complained about the food and service on six of her last seven visits just to get a refund.
Kelly Smith, 36, was a regular with her eight-year-old son and was "livid" when she received a letter telling her to stop visiting the restaurant in Newport, South Wales.
She said the food was usually excellent and she took advantage of discounts through the pub chain's rewards club.
But she admitted making a number of complaints about the quality of the food and service at the restaurant, WalesOnline reports.
Ms Smith said the letter telling her not to return to the restaurant in Chepstow Road was sent by Beefeater’s owners Whitbread.
The letter read: “We believe as the Coldra Beefeater are so clearly unable to meet your requirements in terms of the food quality and the level of service provided, that it would be appropriate if you would kindly refrain from visiting the restaurant in future.”
Ms Smith told the South Wales Argus: “I just couldn’t believe it, I was livid. Surely, it’s my right to complain? I’ve complained a handful of times over the last few months, but the first I heard of it was getting this letter.”
She added: “I’ve complained because the steaks weren’t cooked as well as I would like, and once I waited over an hour for a meal.
“Another time my son’s burger was too tough for him to enjoy. The staff have always been great and every time they’ve offered a refund or another meal, it’s not something I’ve ever asked for.”
She said the company’s customer relations department told her the restaurant had been “keeping tabs” on her by retaining her receipts.
“I’m so upset,” she said. “Keeping tabs on me is outrageous. I don’t understand why no [one] spoke to me, rather than just banning me from the restaurant.”
A spokesperson for Beefeater said: “On the past six out of seven visits [the woman] has complained in order to receive a refund on her meal.
"Our team work very hard to provide all our guests with a welcoming and enjoyable experience; however, it has become evident that we are unable to meet [her] particular requirements.”

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