TheRealScoop

Reviews

Rating: 1

TheRealScoop Queen Lizzy's Fish & Chips

I had to comment on this place because I had heard such great reviews beforehand...

Rarely do I ever find myself upset with a food choice on Mass St. All said, most of the restaurants have a least a good few dishes or friendly atmosphere. I received neither with my first visit to see Queen Lizzy and her fish and chips.

0/5. I didn't even get served. I called ahead and spoke with a young lady who informed me of the specials of the day. I decided a fish sandwich wasn't on my mind and opted for the signature and, as I was informed, popular fish & chips. The girl tells me 10mins so of course 8-10mins later I arrive to pay and wait for the food to finish so I can melt in the beautiful aroma of the restaurant. However, when I walked in I was surprised to find out that they ran out of everything, including most of the appetizers due to a party that had just arrived. I didn't want to ask how long before me they arrived but the fact is the girl looked at me, apologized, then continued helping the other guest. There were 2 tables of maybe 4 people... She speaks briefly with the cook who didn't even look out at me but spoke loud enough for me to hear him say, "I don't know what we are suppose to do. We ran out of it all a couple minutes ago. I don't know what to do.." The girl turned around, looked at me, said she was sorry again then went back to the table of guest... I was offered NO substitute, NO coupon, NO type of reason to ever go back.

You are open until 10PM. Placed an order at 6:45, arrive a bit after 7, and never got to eat. Completely lost a potential regular.

Matt Poulton replies...

First off please allow me to apologise for the bad experience you had with us and to thank you for bringing it to our attention. We strive to offer exceptional customer service to all of our guests and in this case we have clearly failed.

The night you came in we had a group of 16 upstairs and two tables of 4 downstairs that all came in at once and regrettably that had backed the kitchen up to the point of running out of chips{our chips are hand cut and never frozen so they take time to prepare) and the decision was made to stop service until the kitchen could catch up.
What I believe happened was that your order was taken just as the call to close the kitchen was made and the team member forgot to get your number so we were unable to call you back to let you know of the issue.
As for no compensation being offered, that was inexcusable and should have been offered right away, this is another area we failed on in serving you.

The concerns you have brought to my attention have already been acted on to make sure this doesn't happen again.

On behalf of the management and staff here I again offer my apologies for the terrible service you received and would very much like to make it up to you with a free meal.

Feel free to contact me by either phone (785-856-5570) or email me at matt@queenlizzys.com.