Written on: 07/06/2012 by WullieD20 (4 reviews written)
Whilst being involved in a national charity event visiting Durham, I had occasion to visit the local 'Slug & Lettuce' to take lunch and subsequently discovered the service from the kitchen was nothing short of appalling.
The waitress who served my colleague and me was very professional and brought us drinks, but failed to inform us of a probable delay in the serving of food until after taking our order and informing us that no fish courses were available at all. The delay, incidentally, was supposed to be around thirty minutes, which was acceptable at the time, but after fifty minutes I had to request an update on our order before we had to depart due to the schedule we were on.
She promised the meal would arrive within five minutes and so it did. A pre-prepared dish of ‘Smothered chicken’ that was little short of being absolutely destroyed in a microwave oven! Virtually an hour to serve something that would have taken but a few minutes to microwave and the chips served with the dish were stodgy and nearly cold!!!!. . . . Nearly an hour for a meal of this standard is not disappointing, it is absolutely disgraceful.
Having received the meals, I considered the wait that we had endured was completely unsatisfactory given the state of the dishes and the fact that the restaurant wasn’t what I would have considered particularly busy at the time. Unfortunately, both me and my colleague were quite hungry, having not eaten for a number of hours and as we were now running considerably behind schedule, I did not have time to bring our complaint to the duty managers attention.
I can only conclude that the staff working the kitchen on this particular day were either stressed by something that was not evident to customers, or totally incompetent at micro-waving ready-made meals! The waitress was certainly embarrassed at having to keep apologising for the delay.
Bad enough that the meal was so disappointing, but it says everything about the Slug & Lettuce that they didn't take the trouble to even acknowledge my complaint (by email as well as on-line feedback).
NOT RECOMMENDED UNDER ANY CIRCUMSTANCES!
I sincerely hope that this incident could have been a ‘one-off’, but regardless of the circumstances that caused this issue on the day, it does not contribute to creating happy customers and I for one would not be recommending the Slug & Lettuce (Durham) to anyone looking for an establishment to eat.