A publican has hit back at a customer who posted a scathing review online about his establishment’s all-you-can-eat Sunday lunch – by branding her a “cheap Charlie”.
Business owner Shaun Griffiths stunned after his pub, The George IV Inn in Upper Cwmtwrch, a few miles north-east of Swansea in south Wales, was hit with a two-star TripAdvisor review earlier this month.
The female customer described the food as “lovely” and the service as “good” but said they were nevertheless “very unhappy”.
They explained: “I booked a Sunday lunch, if I had known when I booked a table I wouldn’t have booked as I don’t always eat my meal and I like to take it home.
“They said on the menu they don’t do take away boxes which is fine but I had a plate which I brought with me and it was still a no.
“Good food but this is a letdown and I won’t be going back , just a heads up to anyone if they do like to take food home with them.”
The pub’s online menu states that only one visit was permitted allowed and the pub did not provide takeaway boxes, because the price for the carvery was for dine in only.
Responding to the review, pub owner Mr Griffiths said: “Thank you so much for your review warning other Cheap Charlies that they cannot come to our All You Can Eat buffet and bring their own plates to overfill ours and then take the rest home.”
Mr Griffiths added: “That is not the type of customer we want, nor one that will enable us to stay in business and thrive.
“If just one or two of your type heed your advice then you will have made our lives so much easier!
“Your comments about our food and service being very good is much appreciated though, and they will help attract the type of customer we want!”
Mr Griffiths said he was “saddened” by the low marks, pointing to other five-star reviews.
He continued: “Let me explain how an all you can eat carvery buffet works…..
“1. Go to the buffet and ask the carvery chef to carve you up to 3 different meats.
“2. Fill your plate with our huge selection of fresh vegetables, roasted potatoes, honey roasted parsnips, homemade stuffing and even cauliflower cheese if you wish.
“3.Add as much rich delicious homemade gravy as you wish.
“4. Add your sauces such as horseradish, cranberry or apple. 5. Take your plate with as much food as you can eat at the table, to your table and enjoy.”
He stressed: “Please note there is NO point 6 which states you take much more than you can eat at the table and have a free meal at home later with a plate you have smuggled into our restaurant under your coat or elsewhere that I dare not think of.
“If, as you state, you don’t eat much then go to one of our neighbouring restaurants that serve plated Sunday dinners and you will be much happier as their portions are more akin to your small appetite and then you will not have the dilemma of what to do with your leftovers as there won’t be any!”
The pub did supply foil for customers who wanted to take scraps home for their dogs, Mr Griffiths said, concluding: “We hate waste here at the George IV Cwmtwrch.”
Sharing the review on the pub’s social media page, Mr Griffiths wrote: “Please remember that this lady was at our All You Can Eat Carvery and wanted to have her cake and eat it.”
He later told WalesOnline: “We sell over 800 carveries a week including our midweek ones and we are very proud of our fantastic reputation, so it does hurt when you get a two-star review and even more so when that review says the food and service were good”.
Mr Griffiths and wife Nam took over the pub in October, 2022, previously having owned the Three Horseshoes Inn in Cenarth.
He admitted he was “astounded” the customer thought it was acceptable to bring their own plate into an all-you-can-eat carvery.
However, he said: “Luckily, 99.9 percent of our guests are fantastic who loyally support us and the business now employs 26 local people which contributes a lot to the local economy.”
