Overview
- Booked families arrived at the White Horse in Balsall Common to find disorganisation, reports of locked doors and a closed kitchen, leaving many without their Christmas meals.
- Customers said there was no prior warning and reported that refunds had not arrived by the time of reporting.
- The manager posted a public apology, saying major pre‑order glitches forced last‑minute manual input that created a domino effect in the kitchen.
- He also cited ongoing staffing problems, including chefs walking out, and said he had been trying to keep the kitchen operating.
- The pub pledged full refunds for affected bookings and a future goodwill invitation, noting bank‑holiday processing delays, while some diners secured last‑minute meals at a nearby Toby Carvery.