Stuart Green

Was really looking forward to lunch today at The Golden Lion in Brixham with family. I’d heard lots of good things about it, so I was quite excited. We’d booked a table for eight set for today over a week ago. There were young children in the party so you’re relieved when you have a place booked. Then, last minute, they CANCELLED us. Apparently we hadn’t followed a procedure sent by text. A text that never arrived. The booking was made by phone an over a week earlier. Nobody mentioned that process then. The day before they suddenly wanted bank details not over the phone, only via text instructions that we never received. We said, politely, that cancelling an eight-person family booking at the last minute with kids involved was unprofessional and not good customer service as well as not being fair. What we got on the phone was not an apology. It was a barrage of abuse and expletives. One of the owners, Jay or Alex, called my sister-in-law a “thick c**nt” and told her not to come back. She was in floods of tears. Completely shaken by the way she was spoken to which was inappropriate and revolting. That is out of order. If you can’t deal with customers, you shouldn’t be in the hospitality trade. And if you use foul, abusive language like that to a customer, it is completely unacceptable. A last-minute cancellation of a family table of eight is bad enough. Speaking to someone like that is completely unacceptable. There is no excuse. A good pub sorts a booking problem. It doesn’t swear at the customer and tell them never to come back. We’re posting this so people know how this venue handled it. A pub should not get away with calling a customer a thick c**nt. PLEASE MAKE THE GOLDEN LION IN BRIXHAM FAMOUS!!! If you think that’s unacceptable, share this. The Golden Lion @brixgoldenlion 65 New Road, Brixham, TQ5 8NL Owners and Landlords: Jay Davidson and Alex

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