A PUB has ruthlessly hit back at an angry customer's scathing one-star review of their roast dinner.

The New Inn, in Ealing, West London has been rated one of the best in the capital and has a 4.5 star rating on TripAdvisor, but one diner came away less than happy.

The furious reviewer wrote: "I last went for a Sunday roast at this pub many years ago and remember how much I enjoyed the meal.

"I was disappointed when I arrived there that there was longer a carvery, where previously you could be served with a generous portion of various roasted meats and vegetables."

They explained that they could "understand" this as the pandemic "has done away with all that" but continued to slam the pub.

They raged: "However what was unacceptable was the the dry, tasteless chicken, the watery gravy and cabbage instead of a decent green vegetable (such as broccoli) that we were served with.

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"This was a birthday treat for a friend and it was a disappointing experience for both of us."

The seething customer also complained about the quality of the service, saying the waitress "didn't bother" asking how the meal was.

They added that they would not return to the business but that this was "a shame" because the pub itself is "lovely".

The New Inn's manager took to TripAdvisor with a stern response to the negative comments.

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They fumed: "Always an idea to let us know if there's a problem at the time, we can then seek to rectify the issue.

"We seek to provide the best possible experience for our guests, it's unfortunate you didn't tell us at the time as I'm confident my dedicated team would have made every effort to assist you."

They added that the pub, which won a TripAdvisor Travellers' Choice Award this year, hadn't served a carvery for several years, but that the team were "proud" of the current menu, going on to list all the different components that they provide with a roast.

The manager continued: "We are fortunate enough to be fully booked on Sundays with an additional waiting list in place, so confident we’re doing something right in the mains.

"We would hope to welcome you back to the New Inn in the future, no doubt the pub will continue to evolve and improve and maybe you'll see fit to award us a few more stars in line with our usual high standards on your next visit."

The management also responded to other negative reviews complaining about the lack of a carvery, which they said they haven't served since 2019.

They do, however, offer a trio of roast meats for £22, while each individual meat roast is under £20.

The pub also serves a vegetable Wellington for £17, their cheapest option.


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