A customer has expressed their disappointment after dining at a restaurant, stating that they ‘felt robbed’. The customer paid £150 for the group meal and advised people to visit for the ambience, but to ‘have a snack in the car’ instead.
The review took place at The Bracebridge, in Sutton Coldfield, Birmingham, which has 4.0 score on Tripadvisor. The waterfront restaurant serves dishes including burgers and pizza – and is often praised for its setting, overlooking Sutton Park.
A customer, identified as Liam, said: “I dined here last week for the first time – it most definitely did not disappoint. We were sitting in a window seat overlooking Sutton Park Lake which is a really great setting.
“We shared a bottle of wine and started with the beef brisket croquettes which were very tasty! We followed with one of their oven-baked pizzas and the salmon fillet resting on bacon crushed potatoes – this was exceptional and the wine complimented the dish really well.
“A special shout-out to Nel and Natalie who catered to our every need on the night. Overall, I would highly recommend this venue to anyone looking for a premium dining experience with a picturesque setting in the centre of Sutton Park. Well done team Bracebridge – I will be back soon.”
Another recent reviewer said: “Lovely location, good staff, and amazing food. Thank you for a very good experience. We will defo come back.”
But the same can not be said for one recent customer, reports Birmingham Live. With a review headline of ‘feeling robbed’, the customer went on to explain about the quality of their group’s meal.
Despite the two-star rating out of five, the customer praised the service, pointing out the “pleasant” host and “polite” team. But a “lack of leadership” is what the customer took exception to – noting that no members of staff raised any questions about the plates being barely touched.
The review in full said: “A friend of ours invited us to the restaurant and we went along for Sunday Lunch. Great location and when we arrived, were met by a pleasant host on the front door. Team were all young and they were all very polite but there did not seem to be a leader directing proceedings and ensuring everything was 100 per cent. The food was where we felt robbed – the Sunday dinners were okay but no better than the local Hungry Horse.
“I don’t get how you can ask how you want roast beef cooked? Grilling it, or blasting it, to get it medium or well in an industrial microwave isn’t roasting. The veg I get is a personal choice but the carrots hadn’t been washed properly. There wasn’t enough gravy and the cauliflower cheese was missing. The fish was even worse – it had no taste, the batter and the chips were very greasy.
“Only 20 per cent of the meal was eaten but no one asked what the issue was. As I said before there was no leader present, or very inconspicuous, and I wasn’t going to kick off with a young team so we paid and left.
“Such a shame as the team was pleasant and the location amazing. I do not mind paying £30 a head (£150) when things are half decent, but this experience wasn’t even that, so I’m now reflecting and feeling robbed. Go by all means for the ambience but have a snack in the car if you have a journey home.”
The owner of the Bainbridge has since replied to the review, expressing disappointment with the customer’s experience. The customer has been offered the chance to return with a complimentary invitation back.
The reply in full said: “Thank you for your review, although I am more than disappointed that this was your experience at The Bracebridge and sincerely apologise. This certainly is not acceptable and please be assured that this is being addressed seriously.
“I would like to invite you and your guests back to enjoy a perfect Sunday Lunch at your earliest convenience, complimentary of course.”
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