UNSATISFACTORY PUB AND RESTAURANT MEALS AND COMPENSATION CLAIMS – 04/01/2018

It came to my attention yesterday from speaking to my sister that there had been quite a few complaints on Facebook and Tripadvisor about Christmas Day meals at a local pub that is primarily a venue for pub meals and carvery dinners, which I thought would be worth touching on in a blog.

The scenario we are looking at in this instance is a 3 course Christmas Day dinner that was priced at over £50 for a starter, main course and a dessert.  You would expect something decent at that price, although this appears not to be the case.

The common theme is summarised as being outrageously priced with starters comprising of a prawn cocktail consisting of a few prawns with tails left on in a bit of sauce on limp lettuce and the soup being very salty.

Main course was simply a carvery with hard sprouts and roast potatoes, roughly chopped uncooked vegetables and gravy like glue.  It has also been noted that the turkey was pink with customers suffering food poisoning as a result.

Desserts had to be asked for and was simply coffee and mince pies or frozen profiteroles that appeared to have come from Iceland by all accounts.  There was not even a complimentary glass of sherry or anything on arrival.

Understaffed, over-priced, chaotic and underwhelming in a nutshell and complaints on Tripadvisor have been dismissed in a cavalier fashion by the PR Manager with a copy and paste response that does not address the issues raised or settle the legitimate complaints.

Now if this was me, I would be filing a complaint via the Small Claims Court online under the Consumer Rights Act 2015 as the meal and overall experience was not satisfactory, as described or fit for purpose for the price paid.  This can be evidenced by other experiences listed on Tripadvisor or Facebook, photos taken, a Doctor’s medical note evidencing food poisoning or a receipt from a pharmacy for medicine to allay food poisoning symptoms.

It is worth noting at this point that taking an establishment to Court is the last resort, and you ought to give the establishment the opportunity to settle any claim beforehand in writing with the proviso that (you) shall proceed with Court action within 7 days.  This is known as ‘pre-action protocol and conduct’ and includes Alternative Dispute Resolution (“ADR”).

Any decent establishment worth its salt would settle any claim out of Court to avoid any reputational damage, although this isn’t always the case so be prepared to follow through and deliver on any promises.

The motto, ‘Fail to prepare, prepare to fail’ is one to bear in mind in any scenario and especially here.

I cover various aspects and real-life scenarios involving the Consumer Rights Act 2015 complete with templates based on real-life test cases that work in my book now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.

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