Went on a cinema visit to Hull and decided to call in at well known chain of Frankie and Benny’s down on St Andrews Quay in Hull on 3rd July. And then wished we hadn’t!
Normally, you know what you’re getting in F & B’s. In my opinion it’s fast food done Italian style and served in an American/Italian diner. It’s not great, but it’s, well, all you’d expect, and not much more. To be extremely fair I’ve more than once had an excellent risotto and Spaghetti Bolognese in other F & B’s. My only criticism has ever been that it’s certainly not cheap.
Apologies for the constant reference to the time here, but it seemed important, to get my points across, so, to get back to St Andrew’s Quay in Hull. Went into F & B’s and waited to be seated. And we waited some more, and I should have turned around and tried somewhere else there and then. But we waited (along with other reasonably patient customers) for a waitress to make an appearance but could only see one front-of-house staff busy serving. To my surprise after a long 10 minutes waiting at the desk by the door, the same busy and flustered waitress found a few seconds to usher us to a table. It turned out that she was the only waitress there. After 5 minutes she came over and took our order. The first thing we noticed, while waiting thirty minutes for two glasses of coke, and which should have set the alarm bells ringing, was the amount of dishes waiting on the counter, under the heat lamps, waiting for ‘service’. Why? Well, it was totally down to a lack of staff. The poor woman was run off her feet and constantly apologising to customers for the wait. Time ticked by and after 50 minutes we had our starter of Mushroom Bruschetta on the table accompanied by profuse apologies. We asked if there was a staff shortage and her answer was that it was ‘always like this’. Our cutlery was dirty and we requested clean ones.
I know we should have complained there and then, but just didn’t have the heart to. She was obviously in a state of great stress. The Manager then stepped in to help her. That was sort of OK, and not before time, but he was hardly dressed for the occasion, in a suit which, to be honest, looked like it needed a good dry clean. We’d witnessed him handling money and paperwork behind the bar and there he was picking up plates with food from the service counter with his thumb or fingers (depending) in the food. Could have been worse, I suppose.
Mushroom Bruschetta consisted of three halves of bread roll sitting in an unappealing grey stew of mushrooms and onions. The bread was obviously going to be a soggy mess, and it was luke warm. We then waited for our main course of Spaghetti Bolognese and a goat cheese salad, which took 30 minutes to arrive. For 15 minutes we sat staring at the service counter hoping and praying that the bowl of salad on the counter was not ours and please, not the one placed under a heat lamp. Surely not! But it was. The salad consisted of wilted, soggy lettuce, at least one whole, but chopped, onion, goats cheese and a miniscule amount of pepper sprinkled on top. All nicely warmed. The Spag Bol was actually OK but only just as warm as the salad.
And all the time that waitress and the manager ran their socks off dealing with table clearing, serving and generally apologising. With two cokes, starter and main, the bill came to £38.00. Should we have complained? Well, who to? When I got home I felt the urge to write a strong letter of complaint so searched for an appropriate F & B site. But I could only find a generic web page. And like all of these huge business chains, the last thing they want is a page of complainers, so they don’t allow you the space for a good moan.
Good luck with a visit to Frankie and Benny’s at St Andrew’s Quay in Hull. Personally I think I’ll give it a miss. Cheers