The Sir Walter Tyrrell

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Reviews

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  Amy Hassall

  We visited this evening as a table of 4 adults and 4 children. We ate in the garden, which has a great play area for the kids, and ordered ‘starters’ and mains. After ordering and paying (which was quite pricey for a basic pub garden menu) we were told “everything will probably come out at once”. We spoke to who I presume was the manager and said we obviously don’t want our starters to come out at the same time as our mains. We were quite abruptly told they weren’t starters they were “light bites” (soup and pate?) and that they don’t do starters in the garden as it is hard to “police”. Whilst the menu heading was indeed “light bites”, we missed that detail and assumed the soup and pate listed at the top of the menu were available as starters. We said that had we realised they weren’t, we just wouldn’t have ordered them. We were told they would speak to the kitchen. Our food then proceeded to all arrive at once - meaning some of us had soup or pate at the same time as fish and chips. We went back in to ask for a refund on the starters as we were unable to eat them at the same time as our mains. This is when the customer service became really awful. We were spoken to rudely by a very passive aggressive member of staff. He spoke to us as if we were stupid for thinking soup and pate were usually served as starters and refused to accept that soup at the same time as fish and chips was an unusual combination, instead insisting lots of people like it coming together (??!) and why couldn’t we just eat it all at once. Instead of simply apologising for the misunderstanding and offering a refund, he continued to argue that we were in the wrong. We pointed out that them not doing separate starters in the garden should have been explained to us before they let us order and take our money. Instead of resolving the matter in a quick, professional way he continued to argue with us and belittle us in front of other guests. We were then spoken to very rudely by a table of other guests (who clearly were friendly with the staff) who insinuated we were ruining their meal by complaining about our bad experience. We completely agree that the environment was becoming unpleasant, however we pointed out that was the fault of the customer service, not us, and if our complaint had been dealt with professionally in the first place, we wouldn’t have had to stand for 10 minutes asking for a refund. Instead of diffusing the situation, or taking us away from other guests to continue our conversation, your staff member instead just stood seemingly encouraging and smirking at their comments. It all felt very aggressive and I actually had to leave to go and cry outside. We were finally given a refund on the starters, but by this point our evening had been completely ruined and I left in tears. Whilst we were there another table complained about the “shocking” customer service they had experienced and we also heard another family in the garden leave before ordering food due to poor customer service they had received inside. We also heard some younger members of staff being spoken to very rudely by managers / more senior staff, making for a thoroughly unpleasant experience overall. I want to stress that I never, ever complain. I am not a confrontational person, and having arrived home a while ago I’m still really upset about the way I was spoken to by staff and other guests. I’ve never left a venue in tears before and am honestly so shocked and disgusted at the service we received. Between the two families we spent over £200 on food and drinks and were not treated like paying guests, instead an inconvenience. Hopefully these comments can be taken on board so future guests are never spoken to so rudely again. It’s such a shame as the park is great for the children, and it would have been somewhere we’d have visited regularly over the summer, but we’ll sadly never be able to return.

  01-01-1970
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  Jamie Coyle

  Always welcoming and very accommodating. Plus the scenery is perfect

  28-05-2023
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  Andre Cornhill

  Popped in for coffees after visiting The Rufus Stone. Great pub with huge outside seating areas & children's play area. Beautiful views of the surrounding countryside.

  25-05-2023
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  elaine king

  Good service and reasonable quality of food

  24-05-2023
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  Martin Stockley

  Good selection but a bit pricey compared to others locally

  22-05-2023
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  Steve taylor

  Excellent food and service, good campsite in a lovely location

  22-05-2023
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  peter bowdidge

  Lovely inside, outside could do with some tlc

  22-05-2023
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  Rachel franklin

  22-05-2023
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  Marlene Benham

  The fumes and smoke from the kitchen became unbearable, after a while, because of lack of . landlady berated the staff loudly in the bar area. One of the bar staff appeared to be under 18. Tables were left uncleared. What was a beautiful New Forest country pub with a landlord who greeted, you has been replaced by a shabby money making machine lacking in character. Such a shame.

  22-05-2023
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  Mike Williams

  First time I'd been back in 48 years. Still an excellent New Forest inn, tucked away from the madding crowd, but if you know it's there it's a must. Good beer and the food was really, really good. The wild boar pâté was to die for as was the rump of lamb.

  15-05-2023