We were a group of 9 that went in to the Crown at approx 3pm on 16th March 2011. We are not very familiar with this area of London as we were visiting a terminally ill relative at the Royal Marsden hospital. We were told that we couldn't get any food until 5pm by the barmaid who didn't offer any alternative place to eat and didn't really make us feel very welcome, we felt that she was judging us from the minute we walked in. A little training in customer services would not do any harm. Three of our group work in the hospitality industry and were appalled with the level of service we were given. I would like to suggest that all employees treat customers in the way they would like to be treated themselves!
Response from
Jeff Foreman Manager
I was horrified to read this review, and I can only apologise unreservedly for the terrible experience this family suffered at such a distressing time. As of 25.7.11 The Crown came under new management, and I would like to assure anyone reading this that not a single member of staff working here now would ever treat a customer in this way. We do our very best to accomodate all requests; I, as manager, frequently step up and cater to food requests outside of advertised kitchen opening times when our regular chefs are not here. All our bar staff are friendly, respectful, courteous and helpful, and are acutely aware that our clientele may be either patients or relatives from either the Royal Marsden or The Brompton hospitals, given that The Crown is situated between them both. I sincerely hope the author of the review does not have need to visit either of these hospitals in the future but, should they find themselves in the area for any reason, would invite them to visit again and enjoy the warm welcome and hospitality of an old-fashioned English pub.
Sep 10, 2011
