The Beachy Head

Location is great and food was amazing, however unfortunately we had the truly baffling experience of a manager, Callum, telling bizzare lies instead of admitting he made a simple mistake. Long review incoming- hoping the owners will see so they can address this with the staff member. One of our party is coeliac, so when ordering with Callum at the bar we spent a good few minutes discussing allergens in the roast dinner she was ordering. He confirmed yorkshire pudding was the only item with gluten as an ingredient, and had my friend read and sign the waiver outlining allergen handling in their kitchen. We asked if the yorkshire pudding could be served on a seperate plate for another member of our party to eat- he explained this would not be possible due to cross contamination policies for meals flagged as allergens. This was not a problem, we ordered the roast along with three fish and chip meals. He asked if they had coeliac requirements aswell, we told him no. When our food was delivered, our waitress was suprised to be delivering only three fish and chips to a party of four. We advised we were still waiting on a gluten free roast. She went to check and upon return advised us her manager, Callum, told her it was never ordered. It's obvious he forgot to put it through, which is fine as mistakes happen. However what followed was the bizzare experience of him insiting to both his colleague, and us, that we never ordered it and he was not at fault. We explained to our waitress we definitely ordered it, and spoke with Callum at length about allergens when we did. He told her we definitely did not- putting her in an exceptionally awkward position as she could only pass on what he told her. She was very polite and professional, and arranged for the kitchen to rush the order for us. My friend went to speak to Callum, who point blank refused to acknowledge he had forgotten to put the order through. He told her 'your friend (me) only ordered the three fish and chips, I thought it was weird she didn't order for you'. We were quite literally together at the bar at point of ordering. At this point I went to speak to him. I told him i understand errors happen, however it was wildly innapropriate he was choosing to lie about us rather than simply apologise. He told me to my face he 'confirmed twice' we did not want it. I told him we both knew what wasn't the truth, and he clearly made a simply mistake- all he could say was 'I am sorry you feel that way' - it was like talking to a smug brick wall. Overall a lovely place with lovely servers, let down by an aloof manager who cannot accept he is capable of error. I feel very sorry for the staff working with him, and advise any patrons to steer clear of him when dining there. To clarify, a simple 'sorry' was all that was ever needed.

I was looking for a lunch venue for friends that were coming to Eastbourne for the day, I looked online for somewhere that would suit one vegetarian one gluten free and one who for medical reasons needed to choose from the children's menu. The Beachy Head menu looked perfect, I also asked for a window table. When we arrived we were given paper menus that were nothing like the online versions, and no window table. On querying the difference in menu choices we were told head office put the online menu on and It wasn't available here! What is the point of doing my research only to find it wasn't a true representation of what was on offer? I can't let this go unanswered, it wasn't me (a local) who approached the bar it was one of my guests, I didn't see the online menu she showed you but I can confirm that the menu I was looking at online when I made the booking was from the Beachy Head website which looked perfect with the choices, but was nothing like the paper menus we were handed on arrival. The children's menu that was online didn't appear at all, which was a specific requirement when I drove to the venue in person and booked it. Also I don't know who you are referring to in your reply because we were a party of three not five, booked weeks in advance. I have looked at the cuckmere Inn website and as part of vintage Inns their menu is identical, so I can see what you mean when you told my guest it is put on by Head office. I was disappointed on the day with the menu, especially after extensive research beforehand, but the venue itself was beautiful as a local I know it well, and the staff were very friendly, it has been a valuable lesson in double checking before booking.