Pub owner claps back at scathing review slamming 'disgusting' service and 'incompetent' staff

Daily Record

07-05-2025

The owner of the popular boozer was praised for hitting back at the customer with timestamped CCTV footage of the incident.
A popular pub just outside Manchester admirably hit back at a negative review- along with CCTV disproving the harsh claims made in the comment. After eating at The Hulton Arms in Bolton on Bank Holiday Monday, a woman left a scathing critique on the pub's Facebook page, claiming their service was 'totally disgusting' and staff were 'incompetent', saying they 'do not give a damn about paying customers'.
The aggravated customer said: "Took 45 minutes for our food to come and even when it did there was a meal missing which then made it that one of our party had to eat when everyone finished.
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"No proper apology. One of the staff members was more interested in talking to her friends or family rather than be interested in people getting their food. I would not recommend this place at all."
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However, Adam Griffiths, owner of the landmark pub at Four Lane Ends in Over Hulton, Bolton, retaliated by replying directly to the review, also sharing his response on the pub's Facebook page, reported The Manchester Evening News.
He shared a full timeline of events- complete with timestamps- from the pub's CCTV, which showed exactly what happened with the table of nine customers, including:
2.12pm- customer orders food on three separate orders
2.56pm- food starts to arrive (granted longer than our normal wait) all food is cooked to order not ping ding and busy pub
2.58pm- last meal arrives
2.58pm- said incompetent staff member sits down to her dinner on her well earned break
3pm- customer speaks to the staff re missing pizza
3.01pm- staff member speaks to lady re missing pizza and explained it's not on our order and apologises
3.10pm- pizza arrives (free of charge may I add )
3.11pm- team member starts to clear plates
3.13pm- team member does check to see if pizza is OK and gets a firm yes
3.17pm- customers get up and leave
Table is cleared of empty plates
He then goes on to tell the customer 'but if you would still like to discuss this I'm more than happy to chat on the number I left you as a voice message."
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The customer then replied saying the pizza had been paid for, adding 'your incompetent staff member did not even have the decency to apologise to us'.
Dozens of customers responded to the pub's Facebook post, commending them for 'standing up for the staff' and praising the food and service at the popular local establishment.
"Good on you Adam for calling them out, it's great that you've got your staff's back," said one woman. "The food and service have always been great whenever we've been."
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"Love the food and service here," said another. "Staff are so friendly, always fresh food and value for money."
And a third added: "Best pub, best staff and best management team. Oh and best prices too. Adam and team Hulton are simply the best and the food is great, never had a bad meal or bad service. Oh and great entertainment at weekends."
Adam has owned the pub for nearly two years, and he said he's 'all for feedback, good and bad' but felt he needed to respond to such a scathing public review.
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"I was just annoyed that she had shouted at a young team member and then when I checked the CCTV and the times, I was appalled that she had the nerve to call us like that, especially our food being cr*p and the staff incompetent," said the 57-year-old.
"Things like this can put strain on a small business and it's hard enough at the moment with spiralling costs. Hospitality is in need of a break."
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He added: "We are a small limited company - GLM Hulton Ltd - and are battling hard against all hurdles, with costs, wages, utilities, you name it.
"We are doing great, better than the average at the minute and keeping our heads above water, but it's not easy.
"We are an independent company and do lots for the community of Over Hulton. All food is homemade, even our famous chips, and we have lots of live entertainment at weekends too."
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