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Author Topic: Church Mouse Chester Moor - Problem  (Read 6878 times)

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Offline greyhound lover

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Church Mouse Chester Moor - Problem
« on: May 13, 2008, 08:36 »
Posted this somewhere else but I just had to have a rant here (sorry).

We've been going to the Church Mouse, every week, for 7 years, love the food and the staff but now we feel we can't go in, and while after a rant, I'm after advice as to what to do next?

We had a run in with the new manager of the Church Mouse (Chester Moor) almost 4 weeks ago, we went in as usual, my mum went to find a table and he charged after her while hubby was at the bar and was rude to my mother when she sat at a 6 table (we were a party of 3) as he didn't want her to sit there, but it wasn't full and you can sit where you like.  He then was arrogant and loud when my husband queried the stuffed chicken, which came out on a bone and looked like a leg, the manager was shouting that it was a wing or a breast bone, and he was loud and rude so everyone was looking at us, like he was trying to say "don't query anything or this'll be you".  My husband accepted the meal and that the breast was on a bone and said no problem he'd have the meal, but the manager continued on, and then when he went away, us thinking that was the end of the matter, returned 2 minutes later with a piece of raw chicken and proceeded to prod it in front of our noses saying " this is what it is like when raw".  It was awful.

He was horrible so we just paid, left and complained to the chain (Vintage Inns).  All they have said is he's new, we supposedly upset him (how?) and he has alleged we called him names which is complete tosh, after the raw chicken we never saw him, and other people love him - but he had rung the area manager after we left and said he thought there might be a complaint.  Suerly as manager, if you're satisfied you've handled things well and the customer is happy, you wouldn't ring your boss and say that?

It's still not resolved and this was 3 and a half weeks ago.  The area manager said he'd ring me back having spoken to the manager again, that was last Wednesday.  The area guy asked how to resolve things and as I said, all I wanted was to feel comfortable going in there again and for the manager to apologise for handling things badly.  We've heard nothing since then.

All this because we queried a bone in a breast of chicken!!!

What would you do next?  I don't want to go back as things stands but it was our local for years and the guy had only been in the job a week before this happened?  Would you write to someone at the company, phone guest services again???  I'm loathed to just let it drop, I don't want anything more out of it than an apology for poking raw meat about in front of us!

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Offline Durham Forum

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Re: Church Mouse Chester Moor - Problem
« Reply #1 on: May 13, 2008, 10:06 »
Victoria Sponge is a regular visitor to the CM. She's had a problem before with drinks measures, but this was sorted out with the previous manager who rang and said he'd re-train the bar staff as to the technicalities of measures (brim full and marked glasses). We were in for a meal a couple of weeks ago, but no problems then.

He sounds like a Basil Fawlty type of character, but the pen is mightier than the sword and you've put your concerns in writing here, which in a few days will come up in Google for any search for the Church Mouse, Chester Moor, and you've also contacted the company. He must have known he was in the wrong for him to pre-emptively contact his employers about a complaint, and he'll not be able to do that too many more times before they start wondering if he's the right man for the job. These type of characters are a bit like dogs that chase cars - they run around and make a lot of noise, but they don't last too long.

If you do go back, please ensure you keep us (and the rest of the world) up to date. The pub is bigger than any individual member of staff and will be there long after he's moved on. Just monitor the situation and treat him as if he's on probation. If he picks on you in any way, make sure the world and his employers know about it and he'll soon be out of your hair.

You would not believe the amount of hits we get here from people searching for restaurant and bar meal reviews. Just look at the number of views each thread has had in this section of the board. They'll read the good ones as well as the bad and probably make decisions based on what they read. It would be in their (the pub's) interests to resolve everything to your satisfaction and prove the company are good at dispute resolution. Remember - the customer is ALWAYS right, even if the staff think otherwise.

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Offline greyhound lover

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Re: Church Mouse Chester Moor - Problem
« Reply #2 on: May 13, 2008, 11:51 »
Thanks for that NEForum, odd what you say about Victoria Sponge because last year I queried the drinks measures too (they sell wine by the carafe and a guy tried to charge us for a 750ml carafe as the first line was 250ml and the next was 500ml so that meant there was 750ml in total in the carafe according to him)

I've just spoken with the area manager who again spoke to the new CM manager, speaking with the area guy today, the latest is the manager claims we were abusive, and called him "a load of sh***" plus other things, which we didn't, after the chicken incident we didn't even speak with him, he's made up a lot of lies and exaggerated the whole situation and basically said he never wants us to go back!  The area manager is backing his manager, I guess as they have to, and has said it's our choice but when I asked what reception we'd get from the Church Mouse manager, he couldn't say, so I'm writing to the Operations Manager and also the MD of Mitchell and Butlers.

Honestly, we're starting to think we dreamed the whole thing based on the story this guy has told, we must be the worst customers in the world, and we didn't just pay and leave apparently, but had a right ding dong with him and went back the next week for more!  (Actually we rang to see if he was working, was told he was off, went through, saw him at the bar so just turned round and left without a word)

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Offline Victoria Sponge

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Re: Church Mouse Chester Moor - Problem
« Reply #3 on: May 13, 2008, 12:27 »
we're in for drinks tonight. Perhaps if that's the service you get from the management then we'll need to start and drink at the Red Lion instead!

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Offline anonymous

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Re: Church Mouse Chester Moor - Problem
« Reply #4 on: May 13, 2008, 12:29 »
Keep going up the chain until you get a response you are happy with. It usually does no harm to tell each preceding manager of your intentions. Just don't give up.

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D-Fens

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Re: Church Mouse Chester Moor - Problem
« Reply #5 on: May 13, 2008, 12:50 »
I don't think we'll be going there again if this is the sort of customer service we can expect when things go wrong.  Shocking!

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Offline greyhound lover

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Re: Church Mouse Chester Moor - Problem
« Reply #6 on: May 13, 2008, 13:04 »
Let me know how you get on VS, as I say we go in every week, and have done for about 7 years and I've never known anything like this at all

I have written to the operations manager (who the area manager implied there was no point as he's been kept fully informed) and the MDs of the vintage inns chain and Mitchell and Butlers as a whole, as I said, we want no compensation just an assurance that should we go back, it will be without any recriminations and no further humiliation or upset by their manager.

My mum, who also complained about the incident, has not even had a response at all, despite her chasing it up many times, so so bad.  Oh the area manager did tell me that actually everyone loves this new manager, 3 people rang with compliments last week and said how much better the CM is and how they never want him to leave - I just hope they never have cause to query why there is a chicken bone in the stuffed chicken breast.

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Offline Durham Forum

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Re: Church Mouse Chester Moor - Problem
« Reply #7 on: May 13, 2008, 13:35 »
Interesting how nobody had any problem for 7 years and now there are suddenly lots of problems. If there were no real problems before, how can it suddenly be 'better' ? I think they'd better start taking notice of any complaints they do get. Claims that other customers love the new manager are irrelevant to your complaint anyway. It has absolutely nothing to do with it.

I hope the management haven't forgetten that the Church Mouse also have many corporate clients stopping there. Bad publicity spreads like wild fire, particularly in these days of internet communications. We can't as a board say 'don't go to this establishment', but we can let people explain what has happened to them if they want to and let others make their own minds up about visiting and buying food and beer there. Customer reviews of bad (or good) service will dictate whether people view a particular establishment as worth visiting or not.

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Re: Church Mouse Chester Moor - Problem
« Reply #8 on: May 13, 2008, 14:04 »
Have you tried the following methods of contact?

Naomi Davies (Guest Care Representative)
Guest.Care3@mbplc.com

Guest Services, 27 Fleet Street, Birmingham B3 1JP
Telephone: 0845 - 700 - 5050

Mitchells & Butlers Leisure Retail Limited (a company registered in England and
 Wales) Registered number: 1001181 VAT Number: GB 813 3078 23 Registered
 address: 27 Fleet Street, Birmingham, B3 1JP http://www.mbplc.com


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Offline anonymous

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Re: Church Mouse Chester Moor - Problem
« Reply #9 on: May 13, 2008, 14:05 »
I read somewhere that one bad review is read by at least 10 people and it just grows exponentially from there.

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Offline greyhound lover

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Re: Church Mouse Chester Moor - Problem
« Reply #10 on: May 13, 2008, 14:10 »
I spoke with Naomi this morning and chased up my call, that's the address I have now written to

I'd sincerely hope no-one gets the treatment we have received

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cherylmasters

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Re: Church Mouse Chester Moor - Problem
« Reply #11 on: May 14, 2008, 07:58 »
Today I am writing to the Managing Director of Vintage Inns.
I sent an email of complaint on 27th April about The Church Mouse to guest services and received an acknowledgement email on 30th. Since then I have contacted guest services twice to see what is happening and have been told someone will contact me as a prioity.
The last time this promise was told to me was last Friday and I still have heard nothing at all and it is now Wednesday so I feel a letter to the Managing Director might get some sort of reaction.
I will keep you informed.

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