Tuesday, 15 Jun 2021

Wetherspoons forced to apologise to fuming family who waited 2 hours for drinks

A dad made to wait two hours for his beer order to arrive has blasted a Wetherspoon pub.

The disgruntled customer settled down at a beer garden table with his daughter and pressed pay on the order app with pints of Abbot Ale, Carlsberg shandy, and lime and soda in his basket.

It was only after two hours of becoming increasingly thirsty that the pair were finally brought their drinks by bar staff at The Imperial in Exeter on Saturday afternoon.

The dad said he felt "trapped" by the app which had already taken his money.

Wetherspoon has now apologised to the customers who asked DevonLive to remain anonymous, and explained that staff were overwhelmed with the number of orders being placed.

Eddie Gershon, a spokesperson for the chain, said: “We apologise to the customers for the issues with the app and their drinks order.

“The pub was at its capacity and the bars could not keep up with the volume of drinks being ordered on the app.

“Staff were working tirelessly, but unfortunately could not cope with the demand.

“We should have relayed the information re the waiting times to the customers and we apologise wholeheartedly that this did not happen on this occasion.”

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He said: "We went to The Imperial and we arrived at 14.30 in the afternoon. We didn't have to wait long for a table in the garden. What nobody told us was that at that stage allegedly there was an hour and a quarter for drinks to arrive.

"Yet when ordered at 14.55, we didn't get our drinks until two hours later. It is absolutely ridiculous I'm sorry to say. It was full, basically the security were excellent, they weren't letting people into the garden area until there was a table free.

"What nobody told you when you arrived, is that you would have to wait an hour and a quarter to actually get a drink. And of course, the app keeps accepting orders, because nobody switches it off, which is Wetherspoons' interests.

"We were then told that it would be an hour and a quarter. Then we ended up waiting two hours. One of the managers there apologised profusely, but frankly, it's no way to run a business.

"Nobody told you at the outset about the two-hour wait. We'd got a table at a busy pub, and we'd already paid on the app. There's no way to cancel once you've paid, so you're caught. You're trapped.

"There were also numerous other people complaining about it. I took the photo with my watch in, to show that it had been exactly two hours after the order was placed when they arrived. No one else in the country would put up with it.

"It was absolutely shocking.

"I was there with my daughter, and she's down from London and it was meant to be a nice afternoon out but it turned into anything but, unfortunately."

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