Edinburgh restaurant hits out at TripAdvisor review after diner refuses to drink

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An Edinburgh restaurant has hit back at a restaurant’s furious review on TripAdvisor after it claimed it received “appalling” service and was refused drinks.

The Miller and Carter Steakhouse on Frederick Street was quick to respond to customer reviews online, with the place generally receiving five-star reviews.

Explaining that they had dinner for a birthday in March 2022, the customer fumed that they had been ‘denied a bottle of wine’ because they were ‘too happy’, and had left before even to have had their main courses.

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Arguing that their complaints had not been followed up by Miller and Carter, the client wrote:

“We visited here for my husband’s birthday parties which had been planned with friends as a surprise for a few months.

“We were refused a bottle of wine with our meal and the reason was, according to the waitress, that my husband was ‘too happy’ but she was happy to serve me and my friend (the women in the group) but not the men inside the group.

“We asked to speak to the manager and during this interaction we heard a member of the bar staff call us ‘English pigs’. We left our meal, reluctantly paying for the starters we had shared between us. Absolutely appalling customer service with no follow up to complaints I have already made.”

However, the Miller and Carter customer service team quickly responded on TripAdvisor to say they had investigated the incident and completely denied the allegations made.

Responding to the claims, the restaurant said its decision to refuse more alcohol was the “right decision”, adding:

“This delay was due to feedback from various team members involved, so that I could look into some fairly serious allegations. Regardless, I’m sorry to hear that you found your treatment this day was shameful.

“I understand from the manager you spoke to on the day that your waiter felt that two of the people in the group had been drinking too much. I spoke to her about how she should get this across to move forward – it was her second shift with us and she certainly could have been clearer in her language.

“I also understand that the manager in question was willing to give these gentlemen the benefit of the doubt on this, until one of them decided to take matters into their own hands.

“After his colorful language and behavior towards our manager, this decision was later reversed. Based on this and the behavior of the gentlemen at the bar at the end of your visit, the decision to refuse alcohol was the correct one.



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“We will not issue a refund as it was your decision to leave, and you were charged for the items you ate/drank on the day, and some side dishes which did not even cover the cost price of the four main meals who were not paid.

“The police were mentioned to one of the guests as he told our manager that he would walk out without paying. Again, further evidence for us that the right decision was made regarding the alcohol service.

“I spoke to the bar crew working that day – two of whom are English – about the allegation that one of our bar staff used the term ‘English pigs’ “to designate your party. Neither they nor the management team are aware of this incident and would not tolerate it from their co-workers if it had.

“I understand your frustrations that your birthday celebrations have been impacted, but I fear the blame for this does not rest with our team.”

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