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Review to be reported: Going to have to go back for that beef...
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Name of business: The Harwood Arms

Yell.com page on which the listing is the subject of your complaint: https://www.yell.com/biz/the-harwood-arms-london-2528777

Review that you believe is false or otherwise defamatory: We met friends for an early Sunday dinner at the Harwood Arms. I liked the look of the pub immediately, it was (half)filled with happy looking people, the lighting was good, and the tables weren't too rammed in. And I liked the staff too, especially when they happily let us move from our allocated table in the noisy part of the bar, to a more spacious one where we could hold a conversation without having to shout.

I was ravenous and almost leapt on the bread when it arrived. The white bread was good, but the soda bread (apparently made on the premises) was very delicious and reminded me why I was once addicted to the stuff after a holiday in Ireland a few years back.

The boys started with the Pigeon Tea with a game sausage roll. The presentation was fabulous - a tea cup filled with pigeon and mushroom broth, accompanied by an evil looking sausage roll. There were no complaints as they sipped, slurped, and munched their way through the dish.

I wasn't excited about the main courses on offer, well I should say I WAS excited by a couple of them, but due to my current 'pregnant' situation there was only really one I could order - the Crisp fillet of Wiltshire rainbow trout with smoked bacon, creamed spinach, semolina dumplings, and sea purslane. Ok, this was a nice dish full of flavour and all that…. but it wasn't rare Rib of Beef… Nor was it the Whole Wood Pigeon with Cumbrian air dried ham, chicory braised in mead, buttered onions, and toasted sourdough, which looked amazing, and was happily devoured by my husband.

Speaking of beef, our friends ordered the Rib of Berkshire beef for 2, with Yorkshire puddings, field mushrooms, roast potatoes and horseradish. I almost cried when it arrived as it looked so good. They felt sorry for me and threw one of the roast potatoes my way. The beef portion was so generous that it wasn't until plates were being cleared that anyone realised the aforementioned Yorkshire puddings and field mushrooms never appeared.

We shared two desserts - the Black treacle tart with Cornish clotted cream, and the Bowl of warm Yorkshire rhubarb doughnuts with vanilla sugar. I had been really looking forward to the tart but found it a bit too full of ginger. The doughnuts were better received and quickly consumed.

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Negative reviews

A negative review is not something that can be reported, but it can be managed. Please see below our guidance and advice when it comes to negative reviews.

Turning a negative review into positive

Don't panic if you receive a negative review about your business. It's not necessarily a bad thing, when handled in the right way.

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  • Show transparency and authenticity; would you trust a business that only shows 5 star ratings? A mix of reviews are much more genuine and believable to any future customers

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Tailor your response around feedback given:
  • 1

    Where a mistake has taken place

    Resolve the issue by offering solutions publicly
  • 2

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    We recommend that you take the discussion offline. If you know who the customer is and you have their contact details, take the initiative of calling or emailing them directly in order to resolve their issues. If you don't have the customer's details, then ask the user to contact you directly so that the conversation is not visible for all to see

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Examples of responding to negative reviews

Poor service
2
Needed to change to a combi boiler and fit new radiators, Originally very good and work completed in time but had a leak straight after that damaged ceiling,leak was fixed promptly but nothing done about the water damage, then another leak caused loss of water pressure and more ceiling damage, called J Wilson but they were on holiday, so had to get another heating engineer in at cost to myself, leak was fixed and extra pipe work removed that should have been taken out originally, was advised by engineer that excess legs of pipes cause stagnate water which can cause legionaries disease so should of been cut right back but this was left half way across the length of the loft, I have been waiting since the 8th of May to have radiators bled after all the leaks and to sort out ceiling damage with promises of getting in touch soon but never heard back and feel like it’s pointless contacting them again as I’ve called, texted and emailed but no one does anything about it
02 Sep 2017
We do accept we were at fault on this matter, due to previous staff that no longer work for us. It is now only John and another long term employee who will be on the installs. We have since been in touch with Mr Taylor and reimbursed him the call out charge he occurred whilst we were on holiday when we were unable to attend and offered his next annual service free of charge.
02 Sep 2017
We do accept we were at fault on this matter, due to previous staff that no longer work for us. It is now only John and another long term employee who will be on the installs. We have since been in touch with Mr Taylor and reimbursed him the call out charge he occurred whilst we were on holiday when we were unable to attend and offered his next annual service free of charge.
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This company is a joke to say the least
1
Don’t even bother ordering from this online store, as you will be wasting your time, energy and money, as they do not deliver on both the products and customer service.

I’ve ordered a Stihl Backpack blower, on the Wednesday 11 Jan (expecting my item to be shipped out the following day), only having to call up numerous times on the Friday (When I was supposed to have received my items, since they claim they do next day delivery), and be told that they didn’t only have the stock in the first place, but also were too complacent to have let me know in the first place.
30 Jan 2017
Thank you for your review – we are very sorry for the way this potential sale has gone. We are determined it will not happen like this again and want to turn what seems to be a negative into a positive by learning from our mistakes. We strive to keep our customers happy at all times with sales, service and hire. Kind regards Ross Harwood: Marketing Manager
30 Jan 2017
Thank you for your review – we are very sorry for the way this potential sale has gone. We are determined it will not happen like this again and want to turn what seems to be a negative into a positive by learning from our mistakes. We strive to keep our customers happy at all times with sales, service and hire. Kind regards Ross Harwood: Marketing Manager
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