Mitchells & Butlers PLC

a year ago

Toby Carvery is owned by Mitchells & Butlers also have various other brands like Harvester. The biggest problem with large chain enterprise, within time the product and customer service fades away. Toby Carvery is no exception. We have supported Denham Toby Carvery for around 2 years, and recently after experiencing poor food and appalling service, we have decided to void Toby Carvery. All too often, staff training and customer service is left behind when a brand grows. 4 months ago, we were told by the staff that the Toby Rewards Scheme had changed to 1 stamp per table. Now reading through Toby Carvery T&Cs there were no change, in fact the T&Cs clearly state “every paying customer buying a main is welcome to collect rewards stamps. So, for 4 months we debated with the staff and constantly being refused a stamp. We decided to take the matter to the head office via their online complains option; 3 online complaints were made and every complaint was ignored! (yet another sign of a company not caring about customers) We went online and after 13 messages and 2 weeks of complaining we finally were told that “every paying customer whom buys a main is entitled to a stamp… Well, done Toby Carvery, you don’t need to tell me, you need to train you staff properly? To think that we needed to speak with a total of 7 staff before someone knew how the rewards program worked, that’s how appalling the training is. When we asked about the stamps we are owned, the reply: “you need to provide your personal bank statements so we can see you have eaten at Toby Carvery” Seriously: who do Mitchells & Butlers think they are? We are not providing bank statements but you can go check your own app as that’s where we make our bookings. Again, serious lack of training. I’ve worked in hospitality for over 25 years and would never ask a customer for their bank statement, especially for something that is Mitchells & Butlers fault. We should be thanked for bringing the matter to their attention, not penalised. Having supported Toby Carvery for so many years, it’s a shame to see the organisation deteriorate so rapidly. On our last visit: The food was well below average and we didn’t recognise any of the staff. Our waiter was on his 1st ever shift with no waitering experience and had limited knowledge. The poor lad really was struggling but the limited training he had was all wrong, He too, had been told 1 stamp per table… Can’t win. The food was absolutely appalling. The beef was cheap fatty cut and not been cooked long enough. To say it was chewy would be an understatement. In fact, we could hear other tables complaining about the beef. The vegetables were over cooked and bland. Their version a cheese sauce, was nothing more that cheese melted over cauliflower, with pumpkin slices!! More like hospital food than a restaurant. The pigs in blankets were an embarrassment, floating in oil absolutely disgusting. The entire meal was an embarrassment to the hospitality industry. Once we experience the appalling behaviour from their head office, we knew it was time to leave Toby Carvery to their disgusting food, poor training and ridiculously informed staff on line and go elsewhere. It is rare for me to write a poor review, but I don’t like being conned with misinformation, I don’t like untrained staff being left on their own, I don’t like below average food and I certainly do not like companies that ignore their customers. To ask a customer for their bank statement is unforgivable

a year ago

This is nothing to do with a place but the company it's self. We had a £50 gift card gifted to us from a family member. We had the receipt everything but the money was not on the card when we tried to pay. Since December we have been trying to get it sorted via the company, they said it was a supplier fault, the supplier said it's the company at fault. We have heard back again today after months of waiting that the company are not going to do anything. So they have been given £50 for nothing and we are left with a gift card of no use. Do not use this company for it's gift cards, they wash their hands of you when they have had they money. To top it all off it's taken them 4 months to come back with this answer. Give money instead a gift card from here it's safer and you know you will be able to use it

5 years ago

Very unorganised, no bread rolls, no refill machine in order, very dirty toilets which shows in pictures, burnt burger buns, list goes on. 55pounds wasted

6 months ago

As usual there place was clean and tidy friendly obliging service excellent

a year ago

I took my family to Toby carvery , Preston new road, Blackpool for a meal to cheer us up after some disturbing health news on 26th October . The manager (if he was) was very unprofessional, rude and seemed to think he was funny!! The waitress had to be prompted for our glasses , and once getting home and checking the bill the same man had charged us for 2 pints instead of the one we had !! I have complained on the Toby website and been fobbed off on more occasions than needed, told someone would be in touch , nothing happened This week on Monday I received a reply saying the area manager would be in touch in 2 working days, making it wednesday, still surprise surprise, no communication has been received!!! We live walking distance from the Toby and thought we would pop in that day instead of driving out elsewhere, seemed perfect for family get togethers, meeting with friends, but the treatment we have received, and the way our complaint has been continuously fobbed off is an out and out disgrace.