Yate landlady hits back at Google review before lockdown

A Yate landlady has hit back after an unsatisfied customer left a rather unsavoury review on Google.

Jenna Hale, landlady of The Codrington Arms in North Road replied to the scathing review after the less-than-satisfied customer claimed the pub offered ‘sub-standard’ service.

The pub has an 4.3 star average on the site with almost 200 reviews.

On his one star review, the customer said: “Not good. Won’t be returning any time soon. Last day before lockdown so didn’t expect much, but got order wrong three times and was only told after they didn’t have ordered items.

“I think the pictures of the gents say it all. Drink/eat here if expecting sub-standard service.”

The customer also posted a picture showing two out of the three urinals in the gent toilets, closed to the public.

In her brutal response the landlady conveyed her regret at making deductions from the bill by way of compensation.

In her reply to the review Ms Hale said: “Hi, We are very sorry there was a mix up with your order, it was a genuine human error, I believe we have all made mistakes.

“To be clear and to put your glowing review into perspective, your breaded mushrooms were put through to the kitchen as creamy garlic mushrooms (We’ve not got any of the crispy ones as we are running the menu down…. because we now have to close for a month) which is where the confusion came from.

“Also one of your portions of chips should have been with cheese, no justification for that one at all, this was our fault and was rectified immediately.

“The whole team were very anxious and upset last night as we yet again face such an uncertain future, especially as a small, independent, family run business.

“As for the urinals, I can only assume you have been living under a rock throughout 2020.

“They are in perfect working order, but are closed off to enable social distancing.

“If you had bothered to speak to us directly rather than speaking to the world on Google, we could have clarified this for you.

“Oh….and we are now gutted we discounted your bill to make up for the error.

“Happy lockdown 2 and from the whole and absolutely amazing team Cod Team, we are over the moon we wont be seeing you on the other side!”

Ms Hale posted the negative review and her comments on Facebook and was met with an overwhelming amount of positive feedback with customers commenting on the ‘brilliant food’ and ‘excellent service’.

She said: “After a long and emotional night, to see this review and the picture first thing this morning was disappointing

“However, we have received an overwhelming amount of support from all of our amazing customers over the last few months, let’s actively encourage people to leave good reviews when they’ve had a positive experience rather than negatively being the norm.”

The Cod will be providing takeaways from their pub menu, Sunday lunches & Afternoon teas throughout lockdown, to view the menu go to codringtonarms.co.uk

Gazette Series Gloucestershire