visited Miller & Carter for a birthday meal with my two daughters (15 and 17) and the experience was extremely upsetting from start to finish.
From the moment we walked in, there was an issue. We were ignored at the entrance and had to find a member of staff ourselves. We were seated at a table right at the front with little care or welcome, and staff repeatedly walked past us without acknowledgment. We were the only family of colour in the restaurant at the time, and the atmosphere made us feel unwelcome from the outset.
Before the drinks had even been brought to the table, I could see the waitress and the manager, Aaron, whispering and speaking about us, which made us feel uncomfortable and singled out.
I ordered a Coke for my 15-year-old and cocktails for myself and my 17-year-old. I understand that venues are entitled to enforce their own alcohol policies. However, the situation was handled very poorly.
After bringing the drinks, Aaron returned and leaned over our table arguing about UK licensing law. I explained my understanding of the law. He told me that my understanding was incorrect and stated that he was a lawyer. I found this surprising, but regardless of that claim, I asked him politely to show me the company policy he was referring to. He refused.
When I said that was fine and that I would keep the alcoholic drink myself and order my daughter a Coke instead, he continued to argue rather than resolving the matter calmly. He then stated that if he saw us drinking he would have us removed from the restaurant.
This felt confrontational and intimidating, particularly during what was meant to be a birthday celebration.
If there is a strict under-18 alcohol policy, that is entirely within the restaurant’s rights. But it should be communicated respectfully and professionally. Instead, the approach taken by the manager escalated the situation unnecessarily and left us feeling embarrassed and uncomfortable.
This was meant to be a special family occasion. Sadly, it turned into a very unpleasant experience.