Pub hits back at ‘watery gravy’ review

The review of the New Inn, Ealing in Greater London blasted the fact the pub no longer served a carvery option.

It said: “I last went for a Sunday roast at this pub many years ago and remember how much I enjoyed the meal.

“I was disappointed when I arrived there was no longer a carvery, where previously you could be served with a generous portion of various roasted meats and vegetables.

“Alas, that was no longer the case. Apparently the pandemic had done away with that. That I can understand.

“However, what was unacceptable was the dry, tasteless chicken, the watery gravy and cabbage instead of a decent green vegetable (such as broccoli) that we were served with.”

Disappointing experience

The guest also stated there was no check back for the meal, which they labelled as “disappointing”.

“This was a birthday treat for a friend and it was a disappointing experience for both of us. The waitress who removed our plates didn’t even both asking how the meal was,” the review said.

“Perhaps she knew what my answer was going to be. It would be no surprise to say I won’t be going back here to have a meal, which is a shame since the pub itself is lovely with a great garden.”

However, the manager of the pub suggested the reviewer should have informed the staff during their visit for any issues to be rectified there and then.

Dedicated team

The response said: “Always an idea to let us know if there’s a problem at the time, we can then seek to rectify the issue for example, if you would have liked to have some broccoli, we could have certainly provided it or, if you personally prefer a thicker gravy, we could have sorted this, no problem.

“We seek to provide the best possible experience for our guests, it’s unfortunate you didn’t tell us at the time as I’m confident my dedicated team would have made every effort to assist you.

“Our roast dinners are served with various roasted meats – chicken, pork and beef. Vegetables are roast potatoes, swede mash, carrots, parsnips and seasonal greens.

“We no longer serve a carvery, which has been the case for several years, we’re proud of the food we serve and regret you didn’t enjoy your meal on this occasion.

“We are fortunate enough to be fully booked on Sundays with an additional waiting list in place so [we’re] confident we’re doing something right in the main.”

However, the manager also thanked the reviewer for their comments and feedback and hoped they would return to the pub.

They added: “Irrespective of the one-star review you have provided, which I suspect is more to do with us no longer serving a carvery, which as you’ve stated you were disappointed about and less to do with the pub itself, which you state is lovely with a great garden, perhaps that’s what gained us the one star, we would hope to welcome you back to the New Inn in the future, no doubt the pub will continue to evolve and improve and maybe you’ll see fit to award us a few more stars in line with our usual high standards on your next visit (we can only hope!)

“Thank you for taking the time to let us know your thoughts, feedback is invaluable to us and I will take your comments on board, particularly regarding the lack of check back on this occasion.

“If you wish to discuss your visit further or have any further constructive feedback, please do give me a call.”