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Mustard & Rye Restaurant

Address:

Unit 2 Chiltern House, Calerick Street, Truro, TR1 2SF
  • Telephone: 01872 321135

Mustard & Rye Ltd

WARNING - They do not offer refunds or replacments to food served.

“After our visit today I felt that I needed to write a review for other potential customers. Our meals ranged from uncooked to cold. We complained once we'd bitten into a raw leek and freezing cold piece of chicken. Firstly the waitress walked off when we called her over, swiftly called across the manager when we mentioned a complaint. The food was taken away and we were told that we would be offered a replacement. Quickly the manager then returned to say we'll not be offered a replacement (as the food had been at our table for more than 5 minutes, company policy that customers had to complain within this time) we were also told that our bill would not be deducted - despite not having eaten the food nor having a replacement. We were told by the manager that it was the restaurant policy, he had no movement on this due to the owners (questionable why have a manager on first place if this is the case?) In my work (hospitality) I work by the rules that the customer is always right and when you deal with a complaint you do it with speed and everything to make the customer happy. After discussing with the manager in length we refused to pay for the meals that were taken, they again said we had to pay. So we told them to call the police as we had no intention of paying for food that was returned and not replaced. The manager then reluctantly deducted £10 from the total bill which didn't cover the full cost of the returned meals. The reaction by the waitress, manger and the chef was unhelpful, accusing and plain rude. I am writing this review to warn other potential diners of the company policy of Mustard and Rye as they do not advertise it. While the restaurant maybe polished and menu sound interesting you'd be better off buying a burger down the road in Burger King, at least it would be cooked through and staff and manager would treat the paying customer with respect they deserve. ”

By L_butterfly_L | Tuesday, February 18 2014

Welcome to Mustard & Rye Ltd

A hot new arrival on the Truro food scene, Mustard & Rye brings US-style food and liquor to Cornw...

1 Review

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    L_butterfly_L  |  Tuesday, February 18 2014, 9:56PM  |  Report
    WARNING - They do not offer refunds or replacments to food served.

    After our visit today I felt that I needed to write a review for other potential customers. Our meals ranged from uncooked to cold. We complained once we'd bitten into a raw leek and freezing cold piece of chicken. Firstly the waitress walked off when we called her over, swiftly called across the manager when we mentioned a complaint. The food was taken away and we were told that we would be offered a replacement. Quickly the manager then returned to say we'll not be offered a replacement (as the food had been at our table for more than 5 minutes, company policy that customers had to complain within this time) we were also told that our bill would not be deducted - despite not having eaten the food nor having a replacement. We were told by the manager that it was the restaurant policy, he had no movement on this due to the owners (questionable why have a manager on first place if this is the case?) In my work (hospitality) I work by the rules that the customer is always right and when you deal with a complaint you do it with speed and everything to make the customer happy. After discussing with the manager in length we refused to pay for the meals that were taken, they again said we had to pay. So we told them to call the police as we had no intention of paying for food that was returned and not replaced. The manager then reluctantly deducted £10 from the total bill which didn't cover the full cost of the returned meals. The reaction by the waitress, manger and the chef was unhelpful, accusing and plain rude. I am writing this review to warn other potential diners of the company policy of Mustard and Rye as they do not advertise it. While the restaurant maybe polished and menu sound interesting you'd be better off buying a burger down the road in Burger King, at least it would be cooked through and staff and manager would treat the paying customer with respect they deserve.

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