Ed D.
Yelp
Met a friend here for Friday Fish & Chips hoping for a great experience. Note: if you join the free Pub Club, you get a free appetizer on your visit, so we chose the calamari & veg dish. We waited an unusual amount of time before a server brought one fish & chips dinner before we got our appetizer. Our waiter corrected the server's error and a few minutes later our calamari arrived. We joked that the fish & chips dinner was probably going under the heat lamp while we ate the calamari. The hot peppers and pickles were thermally as hot as the calamari, so they may have been deep fried along with the calamari, which was undercooked, had too much batter, and was oily. We could hardly taste the calamari. About 10 minutes later, the fish & chips dinners were presented with similar issues - too much batter, oily, and the fish was way overcooked! The chips (steak fries) were flabby with no color. It appeared that the frying oil was too cool based on my past experience cooking in fast food restaurants.
We expressed our displeasure to our waiter, who acknowledged our concerns and then went to find the manager. Dan, the manager, expressed great concern and asked if he could bring our plates to show the cook. When Dan returned, he said that the fryers were inadvertently set 50 degrees hotter than they should have been, so he thanked us for helping him identify what could have been a grave outcome in the kitchen. He thanked us profusely saying we saved his kitchen from putting out subpar food. He rewarded us by comping the entire bill. This is the kind of service we all expect when we dine out - own up to your mistakes, keep guests informed of what was done to resolve the issue, and offer to redo the dish or compensate the guests. I will likely give them another try based on their service standards.