I decided to write them a letter of complaint this is the gist of what I wrote – it was pages long so to spare you here a shortened version.
When we arrived it was clear from the start that the restaurant was under resourced, they were obviously short staffed but they were still friendly and did their best to clean a table to seat us. I walked past the salad bar and viewed the old limp lettuce and the dried up remains of the display and quickly decided that I wouldn’t be eating any of the salad. It wasn’t until we were shown our table that I realised exactly how bad things were in that place. The carpet was so dirty I think it had once been a colour but now it was brown and stained. All the chairs were filthy and probably had not been replaced since the opening of the restaurant. I actually was very reluctant to sit down because they all had dirty stains on and I really didn’t want to catch anything. The ceiling had dirt dripping down, paint was pealing off the walls and I was starting to feel very unimpressed.
I wonder if any of you at head office have actually visited and eaten at that restaurant or have you totally forgotten about it? I've, walked and driven past many of your others and I have never seen one in such a bad state of disrepair.
We ordered apple juice and it was probably the worst impression of apple juice I have ever tasted. Just as we were thinking of leaving we were asked to place an order and we both ordered the pasta. Around 30 mins later after really deciding that we should have left the staff brought over one of the dishes, it was burnt. They told us that they didn’t have the other one so we would have to share. LOL! We didn’t really need any more reasons to stay and we just left!
You won’t believe how vexed I am at the reply!! It was basically like a slap in the face, I don’t think they had even read my letter, they just sent me a £10 voucher and a standard reply. which is below