Frankie & Benny's New York Italian Restaurant & Bar - Bolton

Marcey (22 July 2008)

My partner and I booked half a day off work to go for a nice meal, arrived at 2pm and stood at the bar. We could only see one young male waiter rushing around and he said he would be with us as soon as he could. I assume the general manager came over and sat us down and asked us what we wanted to drink and walked away. Ten minutes later and still waiting for our drink, the waiter came over and asked us again what we wanted to drink; he was very polite and helpful and bought our drinks, then we ordered our food. The potato skins were cold and dry, the main meal of steak was cold, the jacket potato was hard and the king prawns were dry. The pasta dish was dry and looked like it had been heated up, we could only see one waiter serving the whole time and was quite busy. He was trying his best, in all the time we were there the general manager cleaned a few glasses and filled one pepper pot and watched him struggle as another member of staff wiped one table and moved a bunch of balloons. We paid the bill and to be honest the service from the young waiter was pristine and better than the food and the whole visit. We complained and he said he was very sorry that I didn’t enjoy my meal. We got the receipt and as I walked out asked a lady who I would address a complaint to and she happened to be the general manager and I expressed how disappointed I was with the service and she just looked at me blank and didn’t say anything. Thanks to the waiter for making our meal as pleasant as it could have been.

Alison (28 September 2006)

I was asked to wait for a table at the bar for 20 minutes - which was fine, the restaurant was fairly busy for a Wednesday night.

I was ignored at the bar for 15 minutes, when the barmaid took our requests, she ignored our order and made someone else’s instead. She then "lost" us when we were invited to a table.

After 30 minutes, she found us and told me that I couldn't have a coke as they were out of syrup. I requested an alternative. The manager (Leanne) then delivered a coke to my table. When I queried this she advised that the syrup had been replaced.

Upon trying the drink, it tasted of flat water, so I complained only to be told - "well I assure you the syrup has been changed" before the manager walked off.

She returned a few minutes later - picked up the glass (fingers all over it) and said aggressively "WELL, are you having this one, do you want another diet coke or an apple juice...... OR WHAT?" (whilst looking at me as if I was something the cat dragged in). She then took the drink away.

Needless to say we left. After 35 minutes in Frankie and Benny's on a Wednesday night, we had not been served with a drink, nor had we even been given the option of ordering some food.

If the manager treats customers with such disdain, what hope is there for even moderate service from the rest of the staff.