An angry mum has slammed Toby Carvery for 'ruining her family’s Christmas Day' after she splashed out on a £55-per-head dinner for a family of 10.
Rachel Haynes says she made the bumper booking at the Quinton eatery to avoid the stress of making the meal at home on December 25.
But she says the meal descended into 'chaos', reports Birmingham Live.
Ms Haynes, from Halesowen, said the experience quickly unravelled after arriving for the three-course meal at around 2.30pm.
She says they were served the wrong food, received slow service and was even allegedly handed dirty cutlery.
"As a family of ten – with six young children – we thought it would probably be less chaotic to go out for dinner this year," she said.
"And with Toby Carvery being 'Home of the Roast' we thought we would enjoy our Christmas lunch as they have a good reputation.
"How wrong we were," she added. "From the moment we arrived, it was utter chaos. Our table wasn’t ready and the lady told us to go get a drink at the bar, which was hectic."
But fuming Ms Haynes said the family’s troubles had only just begun after they were called over to their table around 20 minutes after arriving.
She continued: "When we all sat down, dirty cutlery had been laid in front of us, nobody had been over to see if we wanted a drink or to even ask if we were ready for our starters. We waited until half-past before we asked if we could have our food.
"They brought one of the children’s soup out with a spoon, which had a hair and a piece of food on it. My starter which was melon, orange and prosciutto ham with a balsamic glaze was actually four pieces of sliced melon with a few raspberries thrown on top.
"I called the waitress over as I was just not going to eat mine the way it was and just asked the lady for a clean spoon for my niece but it took 15 minutes and there was still no sign of the food for the eight others.
"We asked the waitress again where they were and five minutes later she returned with a freezing cold rock-hard Yorkshire with Camembert starter and a lobster starter, which none of us ordered.
"The Yorkshire Camembert starter was inedible and by now we were fed-up with hungry and distressed children."
Ms Haynes said that, after complaining to the manager, they said they would skip the starters and go straight to the main course.
She recalled: "While waiting in the queue, a lot of people around us were complaining about the disaster that was Christmas Day at the Toby carvery.
"I asked for my meat with pigs in blankets, which were presented on my plate looking white and anaemic, and when I asked for a Yorkshire pudding, the guy behind the counter snapped at me and told me 'to ask your waiter who would bring them out'.
"By now I was really annoyed, not only by the way we were being treated and spoken to but because of all the waiting around.
"I left my plate and decided to ask for a full refund."
Hungry and frustrated, Rachel said the refund processes took around 40 minutes due to the lack of coordination and said she would not be returning.
"We had paid £55 per head for and wanted to enjoy it," she said.
"The place and the customer service was a shambles – it ruined our Christmas Day. None of us had any dinner and spent the rest of the evening upset and distressed.
"Never again will I go into a Toby Carvery, we felt like they wanted us to go so it’s one less family to worry about. They clearly couldn't cope and had taken on more than they could cope with."
A spokesman for Toby Carvery has since apologised for the service but said they pride themselves on offering excellent customer service.
A Toby Carvery Quinton spokesperson said: "We pride ourselves on providing great quality food and excellent service to our guests each and every time they visit us.
"We're sorry that on this occasion we didn't meet the guest’s expectations and we will be taking their feedback on board."
Source: Read Full Article