I submitted a formal complaint about the unprofessional and discourteous service my party and I received at Harvester’s Neptune venue in Boscombe on 23rd May 2024.
The service was provided by a staff member named Josh Ganley, and it was extremely disappointing and unacceptable. Firstly, Mr. Ganley missed one starter and one main meal off our order, which caused significant inconvenience. Additionally, he brought both the starters and main meals at the same time, which resulted in our main meals becoming cold.
When we pointed out the mistake, he argued that we had requested all the food to be brought at once, which is absolutely untrue. Moreover, Mr. Ganley’s attitude throughout the encounter was arrogant and cocky. When confronted about the mistakes, he did not offer an apology but instead tried to instigate an argument.
This lack of basic customer service skills and his confrontational behaviour were very upsetting. It also appeared that the venue was understaffed, with only two staff members on duty. While this may have contributed to Mr. Ganley’s distractions, it does not excuse his unprofessional behaviour and poor service. We were very disappointed with our experience and felt that it fell far below the standards we expect from Harvester Pubs. I hope no more customers have a similar experience from Mr. Ganley.
The ‘follow up’ service to supposedly rectify the problem from Harvester was even worse. Either they believe the lies being spewed by Mr Ganley or the Harvester ‘customer service’ department is severely lacking, and I suspect, a very toxic environment. When a member of my party asked to see a manager, Mr Ganley’s response was “I don’t know where he is”, however, when challenged on this, the story (from Harvester head office) very quickly changed to ‘he was helping another customer who had suffered a fall’. If that was the case, I assume Mr Ganley would have been aware – so why did he not just say that?
We have no issues with other restaurants owned by Mitchells & Butlers, however, we definitely won’t be back to this shambolic, extremely disappointing excuse of a restaurant.
