Review Time
Dear Turtle Bay Management,I am writing to express my deep dissatisfaction with the experience my group and I had at your Leicester Turtle Bay location on 7th December for our annual Christmas gathering. The events of the evening were far from what we expected and caused significant inconvenience and distress to our group.We arrived at the venue just before 7 PM, as our table was booked for this time. Upon arrival, we were informed that our group would need to be split into two, which was not ideal but we decided to proceed regardless. Our starters arrived at approximately 7:45 PM, 45 minutes after we were seated. At 9 PM, we inquired about the delay with our main courses and were informed that there was a backlog in the kitchen, with no clear indication of when our food would be served. This was extremely disappointing as we had been told at the time of booking that the restaurant would need the table back by 9 PM. Consequently, we missed our cocktail-making class, which we had booked and paid for in advance. The mains eventually arrived at 9:30 PM, by which time it was too late for our class. Due to the delays, no one had their desserts, and it was now after 10 PM.When we asked for the bill, it was brought over promptly. However, the staff encountered issues because our table wanted to pay separately rather than having one person settle the entire bill, which amounted to over £600. The waitresses approached our table with attitude, as they had to do additional calculations. One waitress who received cash payments even took the money home on a train to Birmingham. This led to the manager, Snoop Mistery approaching our table with an extreme disappointing attitude displaying a very unprofessional conduct and is certainly an embrassment to the title manager. Snoop accused our group of theft without conducting a proper investigation. This was incredibly upsetting, especially as we are a domestic violence therapy group.After an hour of listening to Snoop's unprofessional accusations, it was eventually confirmed by another staff member that the waitress had indeed taken the money home. Despite this confirmation, we were still not allowed to leave until the money was deposited. Meaning, we were held against our free will causing further distress to our group members due to their domestic violence history. This entire ordeal lasted for 60 minutes, after which our evening was completely ruined. Looking back now, I should have rang the police, as I was fearful this ordeal was not going to end. I would like the following points to be addressed:1. Why did your staff not close the tab even though it was your member of staff who had taken the money? Is this normal practice? This essentially amounts to theft from your staff.2. Why were we not allowed to leave even after it was confirmed that the staff member had taken the money? I had to contact my friends who had left to send me confirmations that they had paid their bill.3. If there were delays in the kitchen, why were we not informed of this upon entry?I trust that my complaint will be investigated thoroughly and that I will receive a prompt response addressing the above issues.
I ordered an uber eats from this restaurant as I had dined here some time ago and liked the Caribbean food. Ordering a takeaway was the worst idea ever. I ordered at 3.30pm and my order was ready before 4.00pm. I received a message at 4.30 from a courier asking for my address but because he was on a bicycle he deemed it too far and my order was left until another driver could be found. I watched the updates as my waiting time showed as longer and longer. Finally a driver was assigned and my food was delivered to me at 6.00pm, TWO AND A HALF HOURS LATER and a staggering TWO HOURS after it was prepared. Obviously it was completely stone stone cold. I called the restaurant and on the 3rd attempt I spoke to a lady who really needs to work on her customer service skills. I was asking why the restaurant would send the same meal after such a long time and not prepare a fresh one as they could see it was still sitting there waiting. The answer I got was astonishing. I was told " We are a business and if we prepare a new meal we do not get paid, it is upto uber eats to refund you". Whilst I was still explaining it is the restaurants duty to provide a meal fit for consumption and enquiring why they would consider sending food that they knew was inedible and freezing, the lady rudely told me " it's down to uber eats" and actually hung up on me. Never experienced anything like this, especially from a restaurant who can physically see your food going stale and cold but still decide to send you it, and then provide the rudest customer service when you question it.The food was obviously completely inedible and I documented this all with photograph and video evidence. The absolute worst part was before I threw the food into the bin I cut into the chicken to find it was still pink and bloody. So not only had they provided an extremely bad meal but it would have been unfit for consumption anyway. Absolutely appealed by the behaviour of both Turtle bay, and of uber eats, who told me a refund would not be issued but they would pass my concerns onto the restaurant. If a restaurant do not think they can provide quality meals via takeaway they should not even think about trying it. Worst experience with a restaurant EVER.
Pauline I tried to leave a review via the scan code but it didn't work but from the moment I turned up to drop my daughters cake to leaving with a few hiccups you made it wonderful and the experience so relaxed and happy thank you for singing happy birthday to my daughter for her 30th too and hope you smashed it at the gym and enjoyed your cake after xxx
Booked a bottomless brunch in the Bath restaurant. 10 mins before i had to go to the bar and order drinks. Sat there for 20 mins and still didn't get drinks even though other that arrived after us did. The outside seating was a drug users meeting place. The stink of weed was overwhelming. I have no objecting to people using weed but I would not want to smell it whilst eating. We just got up and left and went to Weatherspoons had a great meal and a drinks with great service, at a quarter of the price. Lesson learned. I'll never go there again.
I visited early December for a bottomless brunch. I have coeliac disease and so require a gluten free meal, none of the options within the bottomless brunch were gluten free or able to be made gluten free. I was told by staff that the burgers can be made gluten free by it not being put in the bun but the actual beef burgers themselves have gluten in which you can find in the allergen information online (they dont give you a book just make you scan a QR code to get it online). Because of this it means you are forced to pay an extra £5 to be able to order something off of the main menu and even then there is only 4/5 options! This really isnt inclusive especially for the people who face severe complications from eating specific foods. They dont even have a policy so if its for allergy reasons you dont have to pay the upgrade fee. This is incredibly poor on turtle bays part and needs changing. I definitely will never be attending again and dont reccomend any coeliacs attend a bottomless brunch here either.
We recently had bottomless brunch at Turtle Bay Peterborough and was served by Charlotte. She was very informative and helpful about the menu and drinks. She made the experience really enjoyable and worth the money. Highly recommend. Thank you Charlotte!
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Turtle Bay - Caribbean Restaurant. Caribbean eating & drinking... cool cooking with hot flavours!
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