We wish to make a complaint - or are we just wasting our time?
I have visited this website after using Google to locate the breweries email address for customer services. After looking through your website I see there is neither. So I will have to rely on the Royal Mail and just maybe this message, although I fear both will fall on deaf ears.
I wish to complain in the strongest way possible about the way in which myself, friends and other customers are being treated at the White Horse Inn, Beverley, known to the area as Nellies. At about 5 past eleven last night whilst we were attempting to enjoy our last drink, the place was being put into darkness, and furniture stacked around us. All of this seems to be getting earlier, and it seems clear to us that your new managers seem to have little interest in customers.
My good friend, who is also a long time customer of yours, was unable to leave by the front door which was locked, and had to make an extra journey to leave the premises, which at his age, is quite an unfair event. Later, having left the premises and expressing our anger to others outside, I was informed that by locking the main signposted fire exit, someone is breaking the law which carries penalties of imprisonment.
Personally I think if you don't want us loyal customers in your pub after 11pm, then you could at least give us fair warning with a sign of some description, stating that immediately after 11pm the pub would be plunged into darkness, access restricted to a few remaining area's, fire exits locked, and chairs stacked, so that you are expected to enjoy(?) your last purchase standing in the near-dark, to the clatter of furniture, and the banging and locking of doors. Yes we can take a hint, but is that what the brewery really wants? I was even told, though cannot confirm yet, that the gentlemen's toilet lights have also been turned off prior to 11.20pm.
The place has had it's up and downs with the recent changes of so many different managers, but I would say that now it has reached an all time low. I felt angry with the managers and staff last night, but in the cold light of day, and having discussed the situation further with my nephew a pub manager elsewhere, it seems the responsibility may lie in the instruction from higher up. So is this now the breweries company policy? We would be interested if this closing a pub around it's customers within a couple of minutes of calling time, is happening at other Samuel Smiths venues?
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Posting ref: LM200310 (email address supplied)
