Mike Southby

So yesterday, after taking Vicki to the Bristol TGI Friday’s at Cribb’s Causeway not too long ago and both having a really nice meal, we decided to head up to TGI in Cheltenham for a spot of lunch.  Expectations were high, especially as we were both rather hungry!

I have to say, what a complete let down it was; worlds apart from our recent experience at Bristol, and nowhere near the level of food quality or service that I have been accustomed to previously.

First off, the restaurant wasn’t at all busy.  We arrived at around 1:45pm and I was quite pleased to notice that only about 20% of the tables were being used.  Whilst I don’t mind busy places and people, obviously, I always find really busy restaurants where you have to shout to make conversation a little frustrating after all, that’s one of the reasons for going out for a meal in the first place.  Anyway, we were shown to our seat and introduced to our server.  Things started off OK and we placed our orders without too much fuss.  Vicki ordered a’ New York Strip’ and I went for the good old faithful, the ‘Jack Daniels Monterey Burger’.  We weren’t kept waiting too long before the food was bought out to the table and things started to go wrong.

I hadn’t been eating more than a minute or so before I noticed a hair in my fries, not the end of the world perhaps and these things do happen, but it was enough to start tainting the experience.  On top of that, I soon also realised that the famous Jack Daniels sauce, one of the main reasons I love TGI’s food, had actually been substituted for some other BBQ type sauce which was pretty hot on the taste buds to say the least!  Whilst the sauce was not what I was expecting, it was tasty enough so I decided to carry on eating it without complaining, although I did intend on mentioning it to our server when she came back to check on things; which brings me onto my next point.

The service, let’s just say it wasn’t exactly overwhelming.  One of the other things I like generally about TGI is the ‘bottomless glass’ idea, you know you pay over the odds for a glass of coke which costs next to nothing to produce and in return they kindly refill it for you at no extra charge when they see you are starting to run low, I guess the idea is that you never actually get to the ‘bottom’ of the glass.  Normally this works very well, especially for me as I do drink a lot so would normally have at least a couple of glasses with my meal.  Today it didn’t however, there was no offer to refill even when my glass actually did reach the bottom.   I couldn’t even ask for a refill as the server was generally nowhere to be seen, in fact what made it even worse in my eyes was that the adjacent servers in the areas of the restaurant where there were no diners were simply stood around talking to one another, I’m not sure what they were talking about but based on their lack of interest in all that was going on around them, it must have been really interesting and important.

Meals finally finished, we waited just under 15 minutes before someone came over to clear the table and offer the desert menu.  Needless to say my patience was just about tested to the limit at that point so I simply declined the offer and asked for the bill.  I’m sure you won’t be surprised to hear that no tip was left on this occasion!

So has it spoiled my outlook of TGI? No, not really.  This is the first negative experience I’ve had of the chain and I have eaten in many, including not only 5 or 6 different ones in the UK but also in the US, Malaysia and India.  Generally the experience is always good which is why I return.  But this visit has certainly made me think twice about going back to the Cheltenham restaurant, in these difficult times, money is more valuable and scarce than ever.  For the bill price of £29.95 I expected better, especially when you factor in the cost of the 35 mile round trip…

TGI Friday, send some mystery diners to Cheltenham, they need to spruce up their act or else if my experience is anything to go by, you will lose business.

Rant over.