Review by Brian Cleator on 16th July, 2010

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This a truly wonderful location which I have visited many, many times over the last 40 or years whilst visiting and working on the islands. Unfortunately the customer service on my last visit was appalling and the food expensive and mediocre. My disappointment started when my daughter found a long black hair in her potted crab which unappetising anyway. Rather than complain at the bar I tried to be discrete and went to the kitchen. I wasn’t rude at all and didn’t take up their offer for another helping preferring to be repaid. All would have been well but as I turned to leave the chief told me in a very aggressive tone that I had disturbed their service and I should complain at the bar in future. I explained that I was trying to avoid their embarrassment by not complaining in public to which he replied again very aggressively that I did not need to worry about this. So I replied that I would indeed complain to the owner. As I left he started shouting and whistling, as one would to an errant dog, and yelled at me that he was the owner. I did go and speak to his partner who was patronising and unsympathetic, reminding me that had disturbed them at a busy time and that I obviously have never worked in a kitchen. Again she told me that there was no embarrassment for her in someone complaining about their food. The chef/owner did come to my table and after placing my repayment rather forcefully in front of me suggested that I owed him an apology- for what I have no idea. He explained that hair in food s is bound to happen from time to time (not surprising if the kitchen staff don’t all wear hats or hairnets as was the case here). All of this was done in a very aggressive, offensive and arrogant tone. Truth is it was his exceedingly poor attitude and customer care that was more annoying than any foreign body. The scene he created was embarrassing for him and the other guests which was ironic considering my efforts to be discrete. The outcome for everyone would have been better if he had not said anything. I wasn’t asking for anything more than my money back. Instead I have told everyone about this incident, furthermore we would probably have spent an additional £40 at least that night and returned again during our stay so they are at least £150 down due to his rudeness this year and who knows how much by the time I have spread the news to all my many friends and family who visit the islands. As it happened we discovered a far superior restaurant (High Tide) up the hill on the left near the lighthouse. The annoying thing for me is that the whole issue was avoidable and unnecessary. I have worked in kitchens and do know a thing or two about customer care. If I had been in his shoes I would probably have taken the opportunity to please a client and offer something – a free pint or glass of wine perhaps or maybe even a sincere apology. The result would have been our continued patronage. We will never go back to the pub, but we will go back to St Agnes. Most likely to High Tide. If you like the view, take a picnic and sit in the public areas around the pub, the view is the same, you will save a fortune and you would at least if there is something wrong with your food – you will not be insulted like we were.

Date visited: 8th July 2010