Pub owner hits back at ‘baffling’ review over gravy after guest left healthy tip


Lee Shepherd, the owner of Feilden’s Arms, in the Ribble Valley, Lancashire, said a review was “baffling” which attacked the gravy and the stuffing yet the guest still left a “healthy tip”

A pub landlord has shared a “baffling” review by a guest who left a “healthy tip” and yet still wanted it returned as they claimed gravy was “watery” and stuffing was “rock hard”.

Lee Shepherd, the owner of Feilden’s Arms, in the Ribble Valley, Lancashire, said that other reviews “speak for themselves” after one bizarre assessment of the service.

The pub is rated four out of five stars on TripAdvisor and is popular for its character and food, reported LancsLive.

But one user who reviewed the restaurant on December 14 said they “wouldn’t be going back” and gave a list of reasons.

The user, 1234dontcare, wrote: “Disappointed, really disappointed. Rock hard stuffing, watery gravy and a completely raw pastry tart.

“I wouldn’t have minded if I’d have received an apology. But I got no apology at all and they happily took a healthy tip.

“Personally having worked in hospitality I would have offered the over-payment back and let the customer decide how much tip was given.

“Doors locked upon arrival loved standing in the rain was only 10 minutes early for the meal. Just a really bad experience we won’t be going back.”

But Mr Shepherd didn’t take the criticism sitting down.

He replied: “Good evening, You weren’t left outside. You were not forced to give a tip so why would we give it back to you?”

“When a customer pays we hand them the change, if they so then decide to leave a tip it’s accepted, if you worked in hospitality you would know this.

“This is a baffling statement. The young waitress who served you apologised profusely I heard her.”

On the guest’s claim that the gravy was “watery”, the landlord continued: “The gravy is real meat gravy and is in no way watery. It’s made with juices from the freshly roasted meats of the day”.

He added: “Your username is 1234dontcare, clearly, you do.

“To make up a load of rubbish and waste my time replying. Our reviews speak for themselves.”

Of its 611 reviews, 471 rate the Feilden’s Arms as “excellent” and “very good” respectively.

One guest said the pub is “fabulous” and added: “We stopped here on our way home from the Forest of Bowland. The welcome was warm, they were dog friendly and the food was amazing.

“The chef, Gino, took our food order and served us personally and even had time for a chat.

“The bar staff were equally as friendly and we would highly recommend this place. Fritelle napoletane highly recommended.”

John and Cathy Evans visited on New Years Day and shared their experience of an “early tea after family walk”.

They said: “Family visit after a walk in Balderstone. Met up with daughters, their partners and four grandchildren all under 7. Jenny looked after us all so well, chocolates for the kids and brought over Jenga for them to play with.

“Meals for the children were really good and service was as well. Would definitely recommend – thank you.”