Computer created adds have no sympathy or try solve issues.
I recently received a personalised email inviting me to return to Ember Inns with an offer of 40% off food. Unfortunately, the email was one of those "do not reply" advertisements, so there was no opportunity to explain why I have not returned. For over twenty years, my family and I regularly enjoyed meals at Thisvrestaurant. We appreciated both the food and the atmosphere, and I had known the manager since her days at the Wrose Bull in the 1990s, when our family frequently dined there. Sadly, following one particularly unpleasant visit, I was told by senior Ember Inns staff that, because my comments had upset some members of staff, it would be best if my family and I did not return, for my own safety.I have respected that request ever since, despite genuinely missing a restaurant we had enjoyed for many years. What made that day especially difficult was that a close friend with autism had taken his own life that very morning. I had simply wanted a quiet meal with my family. Instead, the atmosphere was far from peaceful. The manager, who normally maintained excellent standards and controlled the restaurant well, was not present. There were several service errors, including an issue with the bill that affected my usual discount, and the overall experience was unlike anything we had previously known there. Meeting the manager by chance a few days ago in a retail park reminded me of those events. I know she had worked hard to improve standards, and I believe the situation was upsetting for her as well. Receiving an invitation to "come back" naturally brought those memories to the surface. I still remember the many happy years we spent at The Stone Trough, which is why this remains disappointing. If Ember Inns wishes to encourage former loyal customers to return, it would be helpful if there were also a way for those customers to explain why they stopped coming in the first place.