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Ordered roast chicken after checking that it included chicken breast. When it came, there was none, only a thigh and a leg, both with little meat on. Picked at it a bit and then sent it back, asking for breast meat. It came back with another thigh and an extra leg. I think it’s fair to expect some chicken breast in a roast that costs nearly £20! Quite hungry by now, I made the best of it but queried it at the end. The manager came over and first told me ‘it’s just thigh and legs today’, to which I responded that, had I known that, I would have chosen differently. She shrugged and said she couldn’t refund me as I’d eaten the food (I hadn’t asked for a refund at this point!). Then she came back a bit later and claimed the chef had given me chicken breast. Not true! And hang on, so there was breast meat available? We won’t be returning!
Tulse Hill Hotel已在7天前回覆Dear Lucy,
I’m truly sorry to hear about your disappointing experience with us yesterday. Our roast chicken should always include a chicken breast, and I sincerely apologize that this was not the case. This was a mistake from my kitchen, and I take full responsibility.
Additionally, your complaint should have been handled much better. I apologise on behalf of my Assistant Manager, and I will be having a conversation with her to ensure this doesn’t happen again.
I would really love the opportunity to make it up to you. Please do get in touch with me—I’m Nessa, the General Manager—and I’d be delighted to invite you back on the house at your convenience to show you how good we truly are.
I hope to hear from you soon.
Best regards,
Nessa
General Manager