Frankie & Benny's - Cheltenham

We've eaten many times at Frankie & Benny's and usually enjoy the food and ambience. But the last few times have have been a bit of a let down. On this occasion there were only 2 waiting staff on shift, covering between them table waiting, bar and telephone! The staff were doing their best but with quite a few people in at that time they struggled to meet expectations! Needless to say it took approximately 1 hour and 10 mins from seating to food delivery. Frankie & Benny's seem to think that cutting costs at the expense of staff is a good idea! In actual fact this causes a negative impact on the customer experience and numbers begin to drop. The usual reaction to this is to reduce staff further. A vicious circle that can only end one-way unless they get their heads together and review their mission statement.

Food was a bit cold

We went for a late 18th birthday meal for my daughter. It was very nice. The music was a bit loud so hard to talk at times. The food and drinks were very good and the staff were very pleasant to.

Delicious supper and excellent service from attentive, efficient and polite staff.

Waiter was friendly food was served fairly quickly and enjoyed by all

Not enough staff on duty this evening. Waited ages and had to pester to even get a drinks order taken, the orders were all then taken and a couple of times they came back saying certain items were not possible to make. We then waited ages to try and get our bill which had mistakes on. Also think 30mins to wait to pay the bill is ridiculous so we all got up from our table and marched over to the bar to pay in the end. Also our table was put down as having 10 people so they could automatically put a service charge on! We felt we recieved next to no service so did not pay this. None of our party will be returning any time soon.

Awful service, the staff were rude and so slow (the resturant wasn't even busy). I'd never go back there again.

13 of us had a very good meal everyone satisfied & well fed.

Extremely nice and helpful waiter, made the whole group feel welcome

The dining experience on Friday was not nearly as good as previously. Firstly my order for a large glass of red wine was ignored and had to be repeated after my wife and grandson had almost finished their drinks. Secondly my wife's steak was barely warm and the onion rings were cold. A fresh plate of onion rings were provided and another steak offered but as she had eaten half of the original she declined. However she was given a complementary dessert and a third of the cost of the steak was deducted from the bill when we came to pay. The complementary dessert obviously sat on the counter for some time as the cream had deli-quested and the whole plate looked exceedingly messy, not a pleasure to eat. Our grandson ordered a chocolate sundae and was delivered a chocolate torte which was exchanged and a complementary drink offered whilst he waited but as he had already consumed two large drinks he declined. Your host did her best to rectify the situation by giving us three complementary dessert vouchers to "use next time" but overall our treat for our grandson was not a success.