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The Victoria On The Square

Victoria SquareStoke-on-TrentStaffordshireST1 4JH
  Stoke On Trent Station  more details »
Category: Pub Food Restaurants
 
 
6.3 / 10 (based on 3 ratings)
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Posted:
9:24 PM 10-01-2011
 
Updated:
9:26 PM 10-01-2011
What a find, The best bar and food that i have found in Hanley.
  10 / 10
Just visited stoke for the weekend and i stayed at the victoria on the sqaure. Friday night mowtown, soul, lively and very busy, great night.
Sunday i enjoyed a lovely carvary meal.
The manager was superb and with her staff she work very hard to ensure we enjoyed our stay.

Thank you, look forward to seeing you next time.
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Posted:
9:10 AM 29-11-2010
Poor customer relations
Wish I'd seen the previous review about this place. Just tried to have a Christmas meal here - Note this was all fully booked; food pre-ordered and paid for. Oh and we turned up in plenty of time for our meal. Well still waiting an 1hr later for our starters. Staff flitting past serving another party which had the nerve to be seated before us and delaying our service -- no apolgies offered. In fact we were given a fob off eachtime. Asked for Manager and she was on her way down from upstairs, but the poor woman must have got lost on the way down.When finally tracked her down I was amazed at how she flatly refused to come to our table to discuss the delay & obviously this is a common occurence as even the door man said she won't face here customers. She was unaware of any problems and would not discuss or admit to any failings on their part- kept changing her mind which of here girls was the supervisor. I have never been made to feel such a nuisance and treated with so little regard even though we had paid for our meal. Meat was dry - she said it had been fetched in special for the day, but couldn't confirm when it had been cooked. Avoid this place unless you love been treated like dirt by the staff & management. Oh yes the waitress will smile every time they give you a 'it's being prepared'!
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Posted:
1:09 AM 22-08-2008
Well worth visting
  8 / 10
Frequent the 'Vic' regularly. Excellent food and excellent service. The staff are always friendly, helpful and efficient. If only all bars/restaurants were like this.
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Posted:
9:21 PM 29-06-2008
Our terrible experience at Victoria on the Square
  1 / 10
We just got back from a lovely weekend in Stoke-on-Trent, that was only marred by our terrible experience in the Victoria on the Square pub / restaurant.

We arrived @ our hotel on the Thursday night, and the hotel staff recommended the Victoria on the Square. So we decided to go there on the strength of their word. We ordered our food & it came out in good time and was excellent quality.

So we decided to go again on the Friday night. A completely different experience, this time. We were waiting for our food for half an hour. I went up to the bar to ask when we should expect our food to arrive. The waitress was very short with me, "It'll be ready in a second!" she said and then just walked off. I thought this was very rude and so I asked to speak to the manager to complain. I found the manageress very antognistic and all she wanted to do was to wind me up and then accuse me of being rude when I got upset!

Anyway, the food arrived and was very delicious. I even sent my compliments to the chef.

Saturday night and my Mom wanted to go to the Victoria on the Square again because she was tired and it was the nearest place to us. BIIIIIGGGGGG mistake!

We arrived at about 6:45ish and ordered our food at 7:10 (the time of our ordering was on our receipt). Another family, who arrived around the same time as us, and ordered about 1 minute after us got there food promptly. However, we were kept waiting again. About half an hour after our ordering the waitress who I'd had problems with on the Friday night came up and told us that our food would be with us shortly, apologised for the delay, which we were told was due to a lot of orders before ours. We could not see many other customers eating though.

Anyway, after an hour of waiting my wife went and complained to the manageress. Again the manageress was very defensive and just told us the "you have to wait for good food!"

A short while later, another waitress came up to our table and told us that the reason we'd been waiting was because they'd forgotten about our order. She apologised for this and agreed to give us the refund that we'd by this time demanded.

Needless to say, we left with empty stomachs and ended up making do with chips.

It's a pity that for somewhere that for somewhere that produces such good quality meals that the staff do not seem to know how to treat their customers well. The facts that we were told at least two different reasons why our food was delayed and that the other couple that ordered after us got their food before us leaves me to question the staff's truthfulness on this occasion. It is also very sad that they did not seem to be willing or able to accept responsibility for their failings and seemed to be more concerned about going on the defensive and making us, the customers, appear in the wrong (anyone who has worked in customer services - which includes my wife and me - knows that the first rule in customer services is that the customer is always right & the customer is king).

We would definitely not recommend the Victoria on the Square, in fact we would suggest that unless you're okay with the possibility of a long wait for your food and you don't mind being verbally abused by the manageress then AVOID THE VICTORIA ON THE SQUARE AT ALL COSTS!
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