Three Elms

Pleasant place. Food was good and plenty of choice
May 3rd, 2023

May 3rd, 2023

My guest almost swallowed a jagged piece of glass that had been left in a pint glass. When I asked the manager to exchange the pint for a bottle - as my friend didn't feel comfortable with the state of the glassware - she told me I couldn't exchange the drink. I had to accept a 3-5 day refund and buy a bottle to replace my friend's drink. As a bar manager with 16 years of experience across several national bar groups, I'm well aware of the process surrounding placing a drink onto a tab and cashing it off as waste at the end of a shift, before z-reading a till. It would appear that the sum of one bottle against yield is more important to Green King than their duty of care toward their customers. If any of my staff had broken a glass, I would make them un-rack every glass, put every glass and the runner through the glasswash, and hand scrub the surface. If a piece of glass wound up in a customer's mouth after that, I would refund their drink and comp their next drink. This is a fundamental aspect of good customer service that I teach staff on their first shift. If Green King wish to seek regional training of their South Wales based bar managers and their regional operations team from an experienced trainer then please do contact me to discuss rates. The desired standard is not hard to attain; this experience proves that the current standard is measurably below acceptable and the ops manager is to blame. Edit: Green King commented on this review asking to discuss the matter, then immediately deleted the comment. So I'm taking that to mean that they don't actually care about the standard of their service or their policy toward customer satisfaction. There are several pubs within a 5 minute walk, I recommend trying one of those establishments instead.
Apr 29th, 2023

Good food and really friendly staff
Apr 27th, 2023

Great food and service, amazing!
Apr 26th, 2023