Can't say anything about the food because I never got to - TIMBERYARD Edinburgh - Buy Reservations
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Edinburgh's Best Restaurants that are most frequently booked by customers of TIMBERYARD Edinburgh
Ranked #6 in Edinburgh's Best Restaurants.
🤮 1/5 - Can't say anything about the food because I never got to
By 👻 @Josh O., 08/19/2019 3:00 am
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Can't say anything about the food because I never got to go, but I can say their customer service was surprisingly poor. Beware of their reservation policy. We has reservations for Tuesday and tried to cancel on Monday (full disclosure, I won a ballot for golf at St. Andrews which would have made us miss our reservations) and they were closed so we left a voicemail. Reservation cancellations required 24 hours or they would charge £50 per person--we booked way back in April so I completely forgot about this policy. We got a call back Tuesday morning and I spoke with the girl and said maybe we'd be able to make the 9:30 sitting and she agreed--if she had told us the policy we wouldn't have pushed it. We got delayed at St. Andrews and I called them early in the afternoon to let them know there was no way we would make it.I saw a charge on my credit card the next day after which I called them to reason with them. The guy whom I spoke with never called me back when he said he would so I called back later that afternoon and spoke with a Woman who I'm pretty sure is part owner. I explained my situation and she explained how people like me are a blight on the industry in those exact words and that they still hadn't made a decision on refunding me. She never returned my call and the charge stuck on my card. She told me that the table would have sat empty and that they were turning many people away for the reservation. I gave 3 hours notice, so I'm not sure how that was the case and we tried to give the proper amount of notice to cancel but they weren't even open. It was fringe festival and Edinburgh was jammed so it's difficult to buy how she was both turning people away but couldn't fill it later. I even called back later and asked if they would credit me for lunch the next day and was lied to about it being booked solid for lunch as I checked and there was still online availability.I completely understand the policy, I've been all over the world and eaten at some really nice tables which have similar policies. I can tell you that there is almost always exceptions and flexibility to said policies and an element of customer service as situations arise. Refunding half my money or having us for lunch the next day would have been sufficient to me but the way we were treated was like we were people trying to cheat them. I was really looking forward to going and ended up super disappointed. I'm sure the food is great etc but it's tough to get behind someone's business when you're treated like this.
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