Damien Butler ate at the Flaming Grill-branded Sneyd Arms in Sneyd Green, Stoke-on-Trent, for lunch with his family, but was left hungry afterwards.
Butler’s Facebook review, which he posted on 4 June, outlined he normally did not write bad reviews, but “had to post something this time”.
He had ordered a Flaming Challenge curry meal with extra naan bread, two children’s meals, a side of wings and Sunday roast meal with drinks at 1.40pm, which cost £31 with a 30% discount code off the main meals.
He said: “At 2.20pm, half the food arrived. I asked where my curry was and the server said he didn’t know and would find out.
“A few minutes later, the kids' meals arrived [with] 19 chips on one and 17 on the other. I know kids’ portions are small but this was taking the proverbial p.”
Sorry with an attitude
He added: “At 2.40pm, with part of my meal missing, the kids' meal not adequate, and my partner hardly eating because she wanted to wait for me, I asked to see the manager.
“She [the manager] came over with the missing curry and said she was sorry, with an attitude. I said it wasn’t very good and pointed out my issues.
“She said ‘I'll get you a round of drinks’ but my partner pointed out that we couldn't have any more as I'm driving.
“She then said ‘well you want a refund then?’, I said, ‘well OK yeah’. She then took my partner's meal, slammed it on the table behind and took my meal away along with the kids' meals.”
Butler then outlined how he was “disgusted” by the service of the staff at the pub and felt he deserved a full refund for his meal.
He said: “We waited a further 10 minutes and my partner got the kids and left and I went to the till for a refund."
Butler said: “She said the maximum refund was £6.73. I said ‘whatever!’ I was made to feel like I was just trying to get a freebie but I wasn't. I then said that I was going to complain to head office.
“She replied with 'I have worked or Greene King for 16 years', she didn't care and was very argumentative.
“As a customer of that pub for 15-plus years, I'm disgusted with the service and things really need to improve. I believe I should have a full refund.”
A Greene King spokesperson said the pubco had apologised to Butler and had offered him and his family compensation.
The spokesperson said: “We are extremely disappointed to hear about our customer's experience on this occasion.
“We have spoken with him directly to apologise and have also sent him a voucher as a gesture of goodwill for him and his family to come back and enjoy a meal with our compliments.
“We are investigating what took place and have asked a senior chef to visit the pub to ensure the team’s training is up to date.”