Update: I can now say that my complaint has been dealt with satisfactorily. So I've updated my review and increased the stars from 1 to 3 because they did resolve the issue and our group were all pleased with the staff, who were very helpful and made a real effort. The food was quite nice but there could have been more. It was a Christmas meal and the turkey was very nice, but only one pig-in-blanket, no stuffing and no parsnips. I supplied a pre-order which was for 14 people. On the day, one of our party was rushed to hospital so he and his wife naturally had to cancel. I phoned the venue straight away and explained and they said they would remove the food choices for the two people concerned. At the end of the meal I paid the bill and it took a couple of days before everyone in our party repaid me - then I realised the receipt didn't tally. When I checked it properly, turned out we'd been charged for the two meals that had been cancelled! I phoned the pub and was told that it was an automatic computer system thing and they didn't know how to repay the overcharge and they needed to contact head office. Hearing nothing I phoned again and was told the same thing. Then they phoned and left a message saying Head Office would be phoning me sometime in the next couple of days!! I felt fobbed off and it caused more effort on my part! This is the first time I have eaten at this venue and there is nothing wrong with it or the staff, it's just the Head Office system and the speed of their response. It was otherwise a nice experience. Well done the Punch House Staff.
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Greene King is the UK's largest pub retailer and brewer.
