A MUM has been banned from her favourite Beefeater restaurant after they said she had complained too much about the food and service.
Kelly Smith, 36, of the Coed Eva area of Cwmbran, was a regular at the Beefeater restaurant in Chepstow Road, Coldra, with her eight-year-old son.
The mum-of-one explained that the service food was usually excellent, and that the restaurant was a favourite because of her son's fondness for their garlic bread starters.
Kelly added she also liked the discounts available through the restaurant chain's reward club.
She admitted making a handful of complaints over the last two months but was shocked to get a letter through her door asking her not to return.
The letter, sent by Beefeater’s owners, Whitbread, apologised for her experiences, but then read: "We believe as the Coldra, Beefeater are so clearly unable to meet your requirements in terms of the food quality and the level of service provided, that it would be appropriate if you would kindly refrain from visiting the restaurant in future."
Kelly said: "I just couldn't believe it, I was livid. Surely, it's my right to complain?
"I've complained a handful of times over the last few months, but the first I heard of it was getting this letter.
"One of the reasons I love going there is because I the staff are so welcoming. Any one of them could have spoken to me.
"I've complained because the steaks weren't cooked as well as I would like, and once I waited over an hour for a meal,” she added.
"Another time my son’s burger was too tough for him to enjoy.
“The staff have always been great and every time they've offered a refund or another meal, it's not something I've ever asked for."
After getting the letter, Kelly rang Whitbread’s customer relations department. She says she was told the restaurant had been "keeping tabs" on her and keeping her receipts.
Kelly said: "I'm so upset. Keeping tabs on me is outrageous. I don't understand why no spoke to me, rather than just banning me from the restaurant."
A Beefeater spokesperson said: “On the past six out of seven visits Miss Smith has complained in order to receive a refund on her meal. Our team work very hard to provide all our guests with a welcoming and enjoyable experience; however, it has become evident that we are unable to meet Miss Smith’s particular requirements.”
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