Copperwood Restaurant

I am writing to express my extreme disappointment with the dining experience I recently had at your restaurant on 17/10/23 This experience was not only frustrating but also quite concerning, as it involved an issue of misrepresentation on your menu and an inadequate response from the Waitstaff. Upon placing my order, I ordered the copperwood chicken with mashed potatoes as my meal as it was my understanding that this would be a gluten-free option, as there was no indication to the contrary on your menu. To my shock and dismay, when my meal was served, I was presented with a dish containing soggy bread with a tiny amount of mashed potatoes smeared around the soggy bread. This discrepancy was already distressing, but what truly compounded my disappointment was the response I received from the waitress when I pointed out the error. She claimed that "it's something new they are trying but haven’t updated the menu" and left me feeling as though I were at fault for the misunderstanding. Her response was not only unprofessional but also utterly unhelpful. As a customer who places their trust in your establishment and depends on accurate menu descriptions due to dietary restrictions, this experience was not only unacceptable but also potentially harmful to my health, as consuming gluten can have serious consequences for individuals with gluten intolerance. I am deeply disappointed in the lack of responsibility and accountability demonstrated by your staff. This not only tarnishes the reputation of your restaurant but also raises concerns about the accuracy of your menu and the safety of dining at your establishment for those with dietary restrictions. I kindly request that you take immediate steps to rectify this issue. Firstly, I expect a formal apology for the distress and inconvenience I experienced during my visit. Secondly, I urge you to update your menu to reflect accurate descriptions of the dishes you serve. Finally, it is crucial that you provide better training to your staff regarding customer service and handling discrepancies with professionalism and care. If a restaurant cannot accept criticism and is unwilling to treat customers with respect, it may lead to a challenging environment for both the establishment and its patrons. Customer feedback is an invaluable source of insight, helping businesses understand what they do well and where they can make improvements. Ignoring or dismissing valid feedback can ultimately lead to a decline in customer satisfaction and retention. Pick up your game and stop being nasty to your customers!

Excellent service, excellent food. Great Ambience. Some gluten free options. Will be back.