Christmas dinners at The Golden Fleece pub in Wells-next-the-Sea, Norfolk, turned into an unexpected fiasco when kitchen staff abruptly walked out, leaving families dismayed after paying £90 each for their festive meal. The atmosphere, reminiscent of something out of a ‘Fawlty Towers’ episode, became tense as staff members engaged in heated arguments, some even breaking down in tears, according to witnesses.
Patrons, including families and elderly couples, were left waiting over an hour just for their starters. The situation in the kitchen escalated to such an extent that the service had to be halted entirely after two and a half hours, as recounted by diners Julie and Jamie Dooley.
The Dooleys, who had chosen the pub for its dog-friendly Christmas dinner option, were among those who left the venue feeling frustrated and heartbroken. Julie Dooley, a 47-year-old business manager from Derbyshire, reflected on the disappointing experience, likening it to a scene from the iconic British sitcom, ‘Fawlty Towers.’
For those who anticipated a joyful Christmas celebration, the day ended in disappointment, overshadowed by the chaotic service and unfulfilled promises of a festive feast.
Mrs Dooley, 47, a business manager from Derbyshire, described the ordeal as ‘a Fawlty Towers experience’.
She and her husband Jamie had picked the pub because it was one of only two offering a dog-friendly Christmas dinner in the area.
After arriving and being served Prosecco, the couple waited over an hour before receiving their starters.
Mrs Dooley said: ‘We waited for about an hour, an hour and a half before we were finally served our starters, at which point people around us hadn’t had some of their food at all.
Julie Dooley booked the pub with her husband Jamie Dooley because it was one of the only place in the area that was dog friendly
‘They should have shut the restaurant down the day before, but they just let the staff carry on working’, Mr Dooley said
‘The kitchen staff began arguing among themselves. I witnessed a chef take his jacket off and walk out.
‘And at that point, things really started to change in terms of the atmosphere.
‘We had a member of staff serving us, and she was actually in tears.’
Several members of staff broke down into tears as they struggled to cope with the chaos.
Mr Dooley, 47, who owns a dog boarding and day care business, said he witnessed heated arguments downstairs while trying to get drinks.
He said: ‘They were having a really bad argument, and the staff were in tears, they just didn’t know what was going on.
‘There was just so much chaos going on.
‘One staff member appeared to be working alone.
The Golden Fleece pub in Wells-next-the-Sea, Norfolk, had a total nightmare service on Christmas Day when their kitchen had to shut after horrendous arguments between the staff
The couple waited for over an hour to get their starters and were then told the kitchen was closed after being at the pub for two and a ha hours
‘She’d been there since eight o’clock helping everybody, trying to take food or drinks out on her own.’
Diners were met with their final disappointment when the kitchen closed two and a half hours after they arrived, being told no more food would be served.
Mr Dooley added: ‘We got told that the kitchen was no longer wanting to serve food and was refusing to carry on, and therefore we wouldn’t be getting any dinner.
‘One particular lady had come with a family from Kent.
‘She was in tears and struggling to breathe because she was so upset.
‘There was a couple who had not been out for years. They didn’t get anything.’
Mr Dooley believes none of this should have been allowed to happen because management should have closed the pub before service began.
He said: ‘The managers should have shut the pub down.
‘We had a member of staff serving us, and she was actually in tears,’ Mrs Dooley said
‘They should have shut the restaurant down the day before, but they just let the staff carry on working.
‘It was just upsetting for families on Christmas Day, really.’
The pub has promised to refund the couple for their disastrous meal within the next five days.
Another patron, Graham Fuller was left ‘furious’ with no food at home on Christmas Day and out of pocket on his booking after it was cancelled on the day.
Mr Fuller had paid a £75 deposit and a further £195 balance before his 3pm booking was cancelled on Christmas Day.
At around 2.15pm, he got a phone call from the pub saying that it had to cancel their booking without explanation.
Furious Mr Fuller added: ‘I didn’t anticipate this at all.
‘We had no food in the holiday home and just wanted a meal out of the house and to have a happy Christmas.
‘It’s ruined Christmas, not just for us, but other families that had their bookings cancelled.’
Others took to social media with one diner writing: ‘Sadly our Christmas Day lunch booking was cancelled by the restaurant just 30 minutes before arrival.
‘With shops closed and no alternatives available, this left us without the meal we had planned our day around.’
On Facebook, The Golden Fleece wrote on December 31 that they were ‘temporarily closed’ due to ‘unforeseen circumstances,’ adding, ‘We sincerely apologise to all our guests.’
They continued: ‘We’re doing our best to reach anyone with upcoming bookings, and we truly appreciate your understanding and continued support.
‘We look forward to reopening as soon as possible and will keep you updated along the way.’
The Golden Fleece has been approached for comment.
