Mum banned from restaurant after string of complaints led to refunds

The woman complained about the meals at the UK's Beefeater pub chain. Photo / 123RF

A woman has been banned from her favourite restaurant after complaining about the food on six out of her seven most recent visits.

Kelly Smith, from Wales, said she was "livid" after she received a letter from the owners of her local branch of the Beefeater pub chain, which asked her not to return.

The 36-year-old said she regularly visited the pub in Coldra in Wales with her 8-year-old son as he was a fan of the garlic bread, and she liked taking advantage of discounts offered through the eatery's rewards club.

She told the South Wales Argus she had made a "handful of complaints" in the past two months, and had received refunds as a result.

But Smith denied purposely complaining to get freebies.

"I've complained because the steaks weren't cooked as well as I would like, and once I waited over an hour for a meal," she told the publication.

"Another time my son's burger was too tough for him to enjoy.

"The staff have always been great and every time they've offered a refund or another meal, it's not something I've ever asked for."

The letter sent to Smith allegedly stated: "We believe as the Coldra, Beefeater are so clearly unable to meet your requirements in terms of the food quality and the level of service provided, that it would be appropriate if you would kindly refrain from visiting the restaurant in future."

The mother of one told the South Wales Argus she had contacted Whitbread, the company that owns the Beefeater chain, after receiving the letter.

She was allegedly told staff had been "keeping tabs on her" after her series of complaints.

A Beefeater spokesperson told the South Wales Argus: "On the past six out of seven visits Miss Smith has complained in order to receive a refund on her meal.

"Our team work very hard to provide all our guests with a welcoming and enjoyable experience; however, it has become evident that we are unable to meet Miss Smith's particular requirements."

Smith said the ban was "outrageous" and that staff should have spoken to her before mailing the letter.

The restaurant has a 3.6-star rating on Facebook and is ranked 78 of 369 restaurants in Newport on TripAdvisor.