The manager of a Black Country pub has hit back at a restaurant which claimed its family buffet did not cater to its allergies. The restaurant also said the food provided at the Old House At Home in Pelsall, Walsall, ‘was less than acceptable for those of us who did not have dietary requirements’.
The Old House At Home has three stars on Tripadvisor and consistently receives “excellent” reviews from diners. However, one restaurant, named Lili, left a one-star review after visiting in November.
She said they had pre-booked a family buffet – and informed management of two guests with food allergies. But said when they arrived there was no guarantee allergies had been catered for.
The restaurant also added that the food provided was less than acceptable for those of us who did not have dietary requirements”. Lili gave them one star for value, service and food on Tripadvisor.
Its notice read: “Pre-booked a family buffet well in advance, ensured that management knew the exact requirements for two of our guests who had food allergies, one of whom has a severe allergy and carries an epi-pen at any time.
“Nothing was as promised and the food was provided without any assurance that allergies had been catered for. The food provided was less than acceptable for those of us who had no dietary requirements.
“The sad thing is that they don’t recognize these issues and choose to ignore them. Someone may have died if they ate a food they were allergic to.
“I TRIED TO CONTACT THEM – but – NO RESPONSE so far.”
But Adam, manager of the Old House At Home, decided to respond to his advice. In the response, he stated that all noted allergy requirements were met and noted at the buffet.
He also added that the food ‘couldn’t be so bad that you had three plates full as far as my CCTV shows go’. He confirmed that they also contacted the client by phone and email.
His full response said, “I’m so sorry you felt the need to write this review, especially since we reached out to you via email and phone to try to resolve your disputes. All your requirements in matters of allergies were respected and noted on the snack bar.
“May I add that foods tailored to specific allergens are fine for allergy-free people. As a sandwich buffet with multiple allergen challenges, you received more food than our normal allocation for such a small request for buffet.
“We have several functions involving buffets and excellent word of mouth reviews for what we provide. The food can’t have been so bad as you had three plates full of it as far as my CCTV shows go, so I don’t know what you’re trying to accomplish.
“My assistant manager listened and we are doing our best to resolve any issues internally at this time, but no comments were made to any of our teams that day, and she has decided that It was best if you wanted to contact Marstons customer service directly.
“I’m pleased that we exceeded the standard for your buffet due to allergen requests. And while we tried to communicate to resolve the complaint, you slandered us on review websites with false information.”
The Old House At Home consistently receives positive reviews on Tripadvisor. Including a restaurant that turned in just a week ago saying it “had no complaints about the food”.
The review read: “Barbara was absolutely perfect. Only employee present at the bar and serving food, worked incredibly hard.
“Couldn’t fault the food either, very enjoyable and Barbara’s attitude and personality shines through.”
Isabella said: “We had a great meal and got together as a family tonight, the food was great as always and the staff couldn’t do enough for us. Can’t wait to come back!”
And Anthony added: “I hadn’t been in for a few years, due to bad service and bad food. But came last night, great service, delicious food and a very enjoyable evening.
“I will definitely recommend and come back. We are actually arriving on Tuesday.”
Read more: ‘If we’re so bad, why do you always come back?’ – restaurant owner retorts to moaning dinner
For the latest information on events and attractions, food and drink, and things to do in the Midlands, visit our What’s On homepage.
Stay up to date with the latest outings, nights out, shopping and more with our daily email updates.