Celebrated chef Tom Kerridge has built a remarkable career over decades in the hospitality industry, making a name for himself on television, online, and in restaurants across the UK. However, despite his success, Kerridge knows well the realities of dealing with customers—from heartfelt compliments to occasional, puzzling complaints.
On the Red Talks podcast, Kerridge reflected on how complaints vary depending on the atmosphere of the venue. “When there’s a drinking vibe, things sometimes get a bit out of hand,” he explained. “Occasionally, people can be a pain, but generally, it’s not too bad. Our focus is on food-led pubs, not boozy ones.”
The chef also shared some unusual grievances he has received. In one summer, a guest complained about a bee being inside the premises; on another occasion, someone criticized the lamb for tasting “too lamby.” Such comments, he described, are often from what he calls “thoughtless” customers.
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Kerridge also weighed in on the popular review site TripAdvisor. While he admits to not having looked at the platform in 15 years, his team monitors it for consistent patterns in feedback. He prefers guests to voice any issues during their visit so problems can be resolved immediately.
“If there’s a real complaint, people usually mention it,” Kerridge said. “In hospitality, you try to make people as comfortable as possible, so if something’s wrong, we’d hope they’d say, ‘There’s an issue with my dish,’ so we can fix it.”
He finds it frustrating when diners appear satisfied throughout their meal—often responding politely when asked if everything is okay—only to write harsh reviews afterward or send belated complaints via email. “How are we supposed to address the problem if we only hear about it later? We’ve already asked and checked,” he added.
Through candid insights, Kerridge highlights the importance of honest, timely communication between customers and restaurateurs, helping improve the overall dining experience for everyone involved.