Flaming NW Christmas Meal - Sunday 18th Dec - Cat & Lion [Archive]

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Frank Incensed

2nd November 2016, 04:55

A provisional booking was made last night at the pub.

Please confirm names of attendees on this thread, and let me have a deposit of £5 each, before the meeting Tuesday 6th December, when the final booking will be made.

The Christmas menu is available here:

http://www.flaminggrillpubs.com/christmas/

God rest ye merry gentlemen

Frank

Attending:

Frank Incensed (Robert)
J1mbo (Jim)
Vindaloo (Jim) +1
Paul
CLINTE (Ian)
MDMH757 (Maurice)
Rich + 2
Stevenkeyte
GeoffWW

J1MBO

3rd November 2016, 10:08

Can you remove the +1 please, Jean's decided not to attend.

Frank Incensed

3rd November 2016, 14:13

Thanks Jim,

Remember, it's Jean's prerogative to change it back again!

rich17865

14th November 2016, 21:41

What time are you proposing? Not sure we could get there until 1pm at the earliest

Frank Incensed

15th November 2016, 12:23

What time are you proposing? Not sure we could get there until 1pm at the earliest

Hi Rich

1 pm was the suggested time, but it's all quite flexible with the pub management at the moment, so if moving it back a bit would suit you, that's fine.
Everything crystallizes with payment of deposit, Tuesday 6th December.

Robert

rich17865

19th November 2016, 08:05

Hi Rich

1 pm was the suggested time, but it's all quite flexible with the pub management at the moment, so if moving it back a bit would suit you, that's fine.
Everything crystallizes with payment of deposit, Tuesday 6th December.

Robert

All three of us will be able to make it for 1pm :D

If I don't make the 4th, I will have to send you the money by paypal.

Rich

Frank Incensed

19th November 2016, 19:48

All three of us will be able to make it for 1pm :D

If I don't make the 4th, I will have to send you the money by paypal.

Rich

No problem, Rich. I know you're good for it - but don't turn up for the meal 2 days early, or I might have to eat that Chocolate Poppin' Pizza!:D

vindaloo

22nd November 2016, 08:09

Robert, as I will be on holiday on the 6th, please PM me your PayPal e-mail and I will send you the payment for our meals.

vindaloo

22nd November 2016, 08:11

All three of us will be able to make it for 1pm :D

If I don't make the 4th, I will have to send you the money by paypal.

Rich

It's the 6th Rich not the 4th.

stevenkeyte

27th November 2016, 18:51

Robert,
Can you put me down for one place please. If you pm me your email address I'll pay the deposit by paypal as I won't be able to make the meeting on the 6th,

Steve

Frank Incensed

29th November 2016, 13:14

Decision time!::shrug:eek::drool4:

Not attending meeting Tues 6th December?
Please PM me your choices from the menu (Christmas menu or normal menu) and I'll let you know my email address for the deposit.

Attending meeting Tues 6th December?
Please either PM me your choices, or write them down before/on 6th December and let me have the deposit on the night.

Jim & Steve - I'll send you each a PM.

Thanks

Robert

J1MBO

4th December 2016, 21:22

Robert's currently in hospital:-

http://www.the75andztclub.co.uk/forum/showthread.php?p=2411284#post2411284

I'll try to make it on Tuesday and see what can be done to carry on with the arrangements.

Jim

J1MBO

6th December 2016, 16:41

Robert will still be attending the Christmas meal, I'll be confirming the booking and paying the deposit tonight.

MDMH757

6th December 2016, 17:26

rich17865

6th December 2016, 19:32

I had completely forgotten about tonight until the better half reminded me.

We will still be coming, we will just have to hope there is room for us when we get there.

J1MBO

7th December 2016, 09:46

Evening chaps
Sorry not going to make it tonight.... Car currently off road at moment (failed MOT).... Trying to save up to sort my ztt out... Had to buy a runabout (04 rover 25)...... With money tight this Xmas sorry going to have to be excused from xmas meal:-(....
Sorry guys.... See you in January..

Sent from my E6853 using Tapatalk

Understandable Maurice, my best to you and your family for Christmas and see you in the New Year.

I had completely forgotten about tonight until the better half reminded me.

We will still be coming, we will just have to hope there is room for us when we get there.

No worries Rich knew you would be good for it, included you and your family in the confirmation booking I made last night.

In Robert's temporary absence I'll update the thread later. In the meantime it would be helpful if any member's attending could post their meal choice, I know that they originally had said they didn't require it, however the person I spoke to suggested it might speed up service on the day.

My computer's currently uploading video, when it's finished I'll post the menu and pm those I haven't as yet spoken to.

http://www.the75andztclub.co.uk/forum/attachment.php?attachmentid=63617&d=1481122085

Jim

J1MBO

7th December 2016, 15:23

Updated list

Menu choice received:-

Robert (Frank Incensed)
Jim (J1MBO)
Paul
Ian (CLINTE)
Steve (stevenkeyte)
Rich +2 (rich17865)
Jim +1+1 (vindaloo)

Thanks
Jim

Menu choices advised to the Cat & Lion by phone 09.12.16

rich17865

7th December 2016, 15:36

Thanks for helping out with this Jim.

All three of us would like food from the adult menu.

Starters
2x prawn cocktail
1x pepper and Stilton mushrooms

Mains
2x turkey
1x pork belly

Desserts
2x santa sundae
1x chocolate orange cheesecake

I will send you an email about payment.

J1MBO

7th December 2016, 16:31

DMGRS

7th December 2016, 20:24

Hello guys, sorry for the late post - I'm away that day at another Xmas meal in sunny Yorkshire. :(

J1MBO

8th December 2016, 11:22

Hello guys, sorry for the late post - I'm away that day at another Xmas meal in sunny Yorkshire. :(

No worries Mat enjoy yourself, have a great Christmas and we'll hopefully see you in the New Year.

GeoffWW

14th December 2016, 15:33

Hi All,

Sorry it's a bit late, but I have just phoned the Cat and Lion and added my name with my food selection.

See you all there on Sunday.

Geoff.:icon_lol:

Frank Incensed

14th December 2016, 15:39

Love someone who'll take the bull by the horns.

Look forward to seeing you Geoff.:xmas-smiley-032:

stevenkeyte

18th December 2016, 16:28

Good to see everyone this afternoon, pity the day was ruined by the appalling service at the pub - I've submitted an honest review to Trip Adviser :-)

Can I suggest that next year we bring a packed lunch..................

Steve

J1MBO

18th December 2016, 16:52

Understandable Steve, you couldn't make it up, horrendous and totally beyond belief.

Nice to see everybody though and have a chat, unfortunately most of the chat was about the lack of food and service!

stevenkeyte

18th December 2016, 17:45

Frank Incensed

22nd December 2016, 18:17

For anyone not trying to erase the event from their memory, I'm currently waiting for a response to this:

In the late summer of 2016, following the closure of our previous venue, the NW branch of the Rover 75 & MG ZT Owners Club commenced holding our twice-monthly, unofficial meetings at the Cat & Lion. Usually, these Tuesday evening and Sunday lunchtime meetings are attended by about a dozen people, most of whom eat as well having drinks.

We decided to hold our Christmas meal at the Cat & Lion, choosing meals from the Flaming Grill Christmas Menu and made a provisional booking for 13.00, Sunday 18th December. At our meeting Tuesday 6th December, we confirmed the booking, giving details of the number attending and the menu choices. We paid a deposit of £53 and I attach an image of the receipt. As you can see, my mobile ‘phone number is on the receipt, a number on which I can be contacted 24/7.

Members of our party started arriving at about 12.30 on the day of the meal and it soon became obvious that things were very wrong. No tables had been prepared for our party and we were informed that, because of a refrigeration failure 2 days before and a consequent loss of food stock, the Christmas and Sunday menus weren’t available. Only a limited choice was to be had from the normal menu. Apparently a delivery of drinks had also failed to arrive and most bottled beers and lagers were also unavailable.

We asked to see the manager, but were told he wouldn’t be arriving until 14.00. Ready for food, we were faced with either leaving, or trying to make the best of it. We decided to stay and placed orders from the available items on the menu. A bad decision as there didn’t seem to be anyone assigned to the kitchen. The three staff serving us initially also appeared to be preparing the food.

The starters we had ordered arrived one or two at a time, over an hour late. The subsequent delay in the arrival of the main courses resulted in most of our party cancelling their orders and leaving. All of us cancelled our dessert orders. I was the last of our party to leave and I cancelled my order after 15.30. The manager, when he arrived, was perfectly willing to refund our deposit in its entirety and refund for undelivered orders.

Our afternoon was ruined and it can’t have been pleasant either, for the pub staff who found themselves in a very awkward position. We were by no means the only disgruntled customers, leaving without receiving their orders and no doubt you have received other complaints. I don’t know if any of the other parties had booked in advance and had therefore also been contactable by the Flaming Grill management or customer services.

Therein lies my main ground for complaint. Why wasn’t I advised of the impossibility of the situation two days before the meal? That would have given us the chance to either make alternative arrangements, or simply cancel the event, thus avoiding a miserable afternoon. Unfortunately, feeling really let down about not being kept informed, we are now considering looking for another suitable venue for our social meetings.

Sincerely
Robert Gibbons

Frank Incensed

23rd December 2016, 12:34

Dear Mr Gibbons,

Thank you for taking the time to contact us with regards to your recent experience at the Cat & Lion.

We take all complaints and feedback from our Guests seriously and will therefore review your comments with both the Pub Management Team and the Business Development Manager for the region.

As you have already provided us with your telephone number, we will be asking a member of the pub’s Management Team to call you directly to discuss your concerns personally within 48 working hours.

We would be grateful if you could reply to this email with your full postal address (including postcode) so that if necessary, we can provide you with a written response within 14 working days. However, whenever possible, we will provide a reply via email.

If you would like any further clarification or have any additional comments, please contact us via the contact details listed below.

Once again, thank you for contacting us and providing us with your feedback.

Yours Sincerely

stevenkeyte

23rd December 2016, 21:11

My review of the fiasco has now been published on trip advisor:

https://www.tripadvisor.co.uk/Restaurant_Review-g2059027-d1007946-Reviews-Cat_Lion_Inn-Stretton_Warrington_Cheshire_England.html

Looking at the other reviews, we were not an isolated incident

Steve

Frank Incensed

24th December 2016, 12:04

Yesterday evening Richard, the new manager of the Cat & Lion from 19th December, tried to contact me by 'phone. I called him back this morning and he was very candid and apologetic. Here's the gist of what he had to say.

Firstly, Richard said, he was aware that there had been a downward slide in standards under previous, temporary managers, which he would address as quickly as possible.

Secondly, although there had been a refrigeration failure and consequent loss of some stock, it wasn't true that the Christmas meals we had ordered couldn't have been prepared for us. Richard said we had been told an indefensible lie. He was however aware that this disappointment wouldn't have made a huge difference to our experience, because the slow and poor service would still have existed and we would still have abandoned the meal. He had experienced such delays himself - with his family of 5 - and it was totally unacceptable.

Ours was the 5th such complaint he had had to respond to already. Ensuring that orders for a party dining together were delivered together, without unduly long gaps between the courses, was to be one of his main priorities. Existing staff were to be retrained and new staff were to be recruited. He is a trained chef and he will closely monitor the organisation of the kitchen.

Richard said, based on the information in my original complaint, our custom is not insignificant. He and the company are both anxious not to lose it. If we are prepared to put his improvements to the test Tuesday 3rd January, he will ensure he is on the premises, to attend to us and deal with any concerns we have. We can have a 25% discount on our bills. If we don't want to go back to The Cat and Lion, we can have discount vouchers to use at other Greene King establishments.

Well folks, do we give The Cat & Lion another chance?

J1MBO

24th December 2016, 12:42

It was the first time I'd had a meal at the Cat & Lion, previously, apart from the delays in service, others had been quite happy with the standard of the food served, so based on that I'd be inclined to give Richard and the Cat & Lion a second chance.

stevenkeyte

24th December 2016, 16:40

Well I won't be able to make it on the 3rd, as I will be in hospital waiting for my major op. on the 4th but I'm more than willing to go back to the Cat & Lion should the majority be in favour.
I doubt I'll be well enough to drive or travel until March so I'll keep an eye on developments and I look forward to seeing everyone soon
Steve

Frank Incensed

24th December 2016, 18:11

Well I won't be able to make it on the 3rd, as I will be in hospital waiting for my major op. on the 4th...................

That's bad timing, Steve! The new manager hopes we will be won-over by the changes he wants to make. Still, hopefully those changes for the better will continue - and the place will be even better on your return.
Hope everything goes to plan, you make a swift recovery and get a new lease of life in the New Year.

Robert

Frank Incensed

24th December 2016, 18:18

I have received an email from Richard Paxton, basically confirming the summary of or earlier conversation, which I've already posted.

Here's a copy of my response:

"Thank you Richard.

I have already posted a summary of the main points we discussed on the 'phone today, in a thread concerning the NW branch Christmas meal, on the Rover 75 & MG ZT Owners Club forum pages. To give you some idea of the interest generated on the national forum, there have been over 1500 hits on the thread since I started it, at the beginning of November, by mooting the Cat & Lion as the venue of the NW Christmas meal. Two hundred of those hits have occurred since I posted a copy of the feedback email I sent to Greene King after the meal.

Others have already started to post their responses to the summary of our discussion and I will let you know the consensus of opinion, hopefully before the New Year.

Until then, I know it's what you are employed to do, but I would like to emphasise the majority of customers do appreciate someone who makes an effort to give good service. I therefore hope the support necessary, to make the changes you want to at the pub, is forthcoming - and you survive your baptism of fire at the Flaming Grill, relatively unscathed.

Regards and best wishes for Christmas

Robert Gibbons"

J1MBO

24th December 2016, 22:48

Frank Incensed

1st January 2017, 11:56

Thank you, Mr Sloan.

Mr Paxton was forthright and he seems very positive about improvements that can be made under his management. In my opinion, whether he achieves his ambitions will depend on his budget and the support he gets from further up the management chain.

I, together with 5 other members of the car club, intend visiting the Cat & Lion on Tuesday evening. Half of those who turned up on 18th December expecting a Christmas meal have other commitments. Nobody has indicated they are unwilling to visit the pub again, following Mr Paxton's assurances.

The true outcome will not be known for some months, after which time we be able to judge if Mr Paxton's plans have come to fruition and improved standards have been maintained.

Regards and good wishes for 2017

Robert Gibbons

From: GK Guest Relations <[email protected]>
Sent: 28 December 2016 09:54
To: Robert Gibbons
Subject: GS0206980

Dear Mr Gibbons

Thank you for your comments regarding your experience at the Cat & Lion.

I have spoken to the General Manager of the pub, Richard Paxton, who has confirmed that he has contacted you directly in relation to your experience.

I hope that you are happy with the outcome of your conversation and also hope that you choose to visit the Cat & Lion in the future.

Kind Regards

Charlie Sloan
Flaming Grill Guest Relations
0344 8006605