Gary Usher has taken to social media to publicly defend a staff member at his Cheshire pub after a customer targeted her with a negative review.
The celebrated chef, who is behind the Elite Bistros group that has restaurants across the north west, said that he would happily be blocking the customers in question from booking in again.
Gary took to X, formerly known as Twitter, to show his support of 21-year-old waiter Jemma, who he said is ‘an absolute credit’ to The White Horse in Churton.
His post was prompted by a one-star review of the pub that was left online, which described Jemma as having a ‘horrible attitude’ and that the service charge added to the bill was ‘incredibly rude, conniving and deceitful’.
The negative review also said the portion sizes and the ‘thimble full of gravy’ served at Sunday lunch were ‘ostentatious’.
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But Gary Usher himself has now waded in and said that he will ban anyone from his pub who is ‘upsetting any of the team here or in any Elite Bistros’.
He added that the guests had been ‘absolutely vile’ to Jemma during their visit.
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Food at The White Horse at Churton, a Cheshire pub opened by Gary Usher. Credit: The Manc Group
As well as encouraging social media users to compliment Jemma – ‘an absolute credit to The White Horse, to her parents and to the hospitality industry’ – he then made sure to offer her tickets to the pub’s next guest chef night.
Gary wrote: “Gary here. Non Polite notice to anyone upsetting any of the team here or in any @Elite_Bistros. I will block your number & details on our system from being able to book again & trust me I do it regularly.
“It’s music to my ears when arseholes end a review saying they won’t be returning but I like to call them to confirm.
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“Now let’s quickly compliment Jemma because at 21 years old she’s an absolute credit to The White Horse, to her parents & to the hospitality industry. Jemma I’m sorry these people upset you yesterday & on their behalf instead of working the next guest chef night you can have two tickets to come & enjoy it instead. Much love from us all here at The White Horse X.”
Gary here, Non Polite notice to anyone upsetting any of the team here or in any @Elite_Bistros. I will block your number & details on our system from being able to book again & trust me I do it regularly. It’s music to my ears when arseholes end a review saying they won’t be… pic.twitter.com/xO5RXg5WA3
— The White Horse Pub (@TheWhiteHorsePu) April 8, 2024
He then added: “Just for more context. My reaction is nothing to do with the ‘review’. The ‘guests’ were absolutely vile to Jemma yesterday.”
One person has replied: “As someone who was looked after by Jemma in the pub I can say that this is bollocks. Jemma was wonderful, polite, professional, enthusiastic. She was and is everything good about hospitality and a massive credit to you all at Elite Bistros, especially in The White Horse.”
Another wrote: “Jemma has served us the last couple of times we’ve visited and has been absolutely brilliant. I hope she doesn’t take to heart what this post says because it is so far wide of the mark.”
And another said: “Makes my blood boil when people think it’s OK to be rude & abusive to FoH staff & to treat them like personal skivvies rather than fellow humans. Once again Gary @GaryUsher_ your leadership & support of your staff are inspirational. Hope Jemma has a great time at guest chef night.”
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I went to The White Horse for dinner last evening. The food and the service (from Gemma) was absolutely wonderful and the gravy certainly was not a “thimble full”. pic.twitter.com/daHHVr4vWb
The original reviewer had written: “After trying The White Horse Churton once again for Sunday lunch, it ended up being just as miserable. A lot of hype about how well it performed as a Gastro Pub etc but once again the reception from staff was poor.
“Jemma was our server and she coincidentally served us on our first visit an equally horrible attitude and my specific issue is trying to add a service charge on to the bill without showing a receipt. Incredibly rude, conniving and deceitful.
“I thankfully asked for clarity and a copy of the receipt only to be shown the same receipt before the voucher was deduced but after much discussion and attempted confusion she reluctantly went to the bar the 3rd time to remove the service charge.
“I do not feel bad removing this whatsoever as the service did not warrant an extra charge, the food was nice but the portion size and additional charge for gravy when you get a thimble full on your meal initially is ostentatious. As previously mentioned by others, we will not be returning and we will not be recommending. What a shame.”
I went all the way to Paris to test out Big Mamma ahead of Manchester’s most exciting new restaurant opening
Daisy Jackson
Hospitality heavyweights Big Mamma Group are finally heading to Manchester, opening a Circolo Popolare Italian restaurant in the city centre – so we nipped over to Paris to see exactly what’s in store for us.
In the 10 years since launching their very first restaurant, East Mamma in the 11th arrondissement of Paris, the group have spread their wings wide.
There are Big Mamma Group restaurants, under several different names, all over Europe – and although they all belong to the same family, each one is treated like a total individual.
Some have maximalist, kitsch interiors with animal print furniture, gilded ceilings and retro prints of men in Y-fronts; others are more traditional trattorias with exposed brick, terracotta floors and crisp white tablecloths.
These interiors are fun, which is so refreshing in an industry which sometimes takes itself a bit too seriously.
On our tour of Big Mamma restaurants in Paris I came across delightful details like a loo wallpapered in pictures of Rod Stewart, a cocktail menu designed like a retro football sticker book, and an ice cream parlour built into an old train station carriage.
Every corner is packed with whimsy and wonder and there’s a whole team dedicated to sourcing these little touches from antiques fairs, second-hand shops and independent makers, stashing them all in an Aladdin’s Cave of a warehouse. Each restaurant even has its own crockery pattern.
East Mamma, one of Big Mamma’s Paris restaurantsNo Entry cocktail barA Big Mamma speakeasyPink MammaLa Felicita food hallLa Felicita food hall
So yes, the interiors in Manchester will be similarly interesting and lavish.
Big Mamma Group has already confirmed that the huge two-storey Circolo Popolare trattoria will be inspired by a Sardinian Festa, meaning cosy alcoves, more than 8000 bottles of vintage booze, and a vast room inspired by an overgrown Mediterranean courtyard.
As it takes shape in Gary Neville’s £400m St Michael’s development, they’ll be moving in big sharing tables, antique trinkets, reels of twinkling lights and even an Italian wishing well ahead of the big launch next month.
But not enough of us are talking about the food yet – this is a restaurant group that sources its produce from 160 different Italian artisans to ensure that everything you’re eating as authentic and delicious as possible.
Food at Big Mamma
While the menus shift between restaurants you can expect hearty bowls of handmade pasta laced with truffle or tomato or cheese, crispy-soft pizzas layered in creative sauce bases (like zucchini cream or black truffle cream, along with their classic San Marzano DOP tomato sauce), and per iniziare starters like giant burrata balls, melt-in-the-mouth croquettes, and slivers of cured meats – all prepared in an open kitchen run by Campanian-born Alfonso Esposito.
And a show-stopper for Manchester will be an outrageous six-inch lemon meringue pie, with a wibbly wobbly tower of Italian meringue on top.
Circolo Popolare will officially open its doors on 6 June – and before then, there’ll be a very limited soft launch where you can snag yourself 50% off your bill. Sign up HERE, with bookings live on Monday 12 May.
The massively underrated rooftop terrace in Manchester with great views and top cocktails
Daisy Jackson
Manchester city centre is generally STARVED of outdoor space, but we’ve found the perfect sun-soaked oasis where you can enjoy a bit of fresh air and a whole lot of great food and drinks.
Tucked up on the sixth floor of the award-winning boutique hotel King Street Townhouse, you’ll find a rooftop terrace with beautiful views of the city’s skyline.
As Manchester buzzes along beneath you, you can tuck in to everything from full charcuterie grazing boards to seasonal snacks and small plates, all served alongside an impressive wine and cocktail list.
This often-overlooked local spot is a firm favourite of those in the know, thanks to its sheltered location that basks in the sun all afternoon.
And although it’s in a prime city centre location, just a stone’s throw from Deansgate, St Peter’s Square and Market Street, it’s a luxurious escape from it all – as is the entire boutique hotel it’s part of.
Whether it’s a post-work social, a relaxed date night, or a cheeky afternoon cocktail, the King Street Townhouse Terrace is open to the public and available for walk-ins or bookings when it isn’t privately hired.
On the menu you can expect locally-sourced dishes like Pollen sourdough served with whipped butter, a meat or cheese grazing board loaded with British produce, and larger plates like a beef and bone marrow burger or a fried fish roll topped with crisps.
British charcuterie grazing boardSpritzes on the King Street Townhouse terrace
Pairing perfectly with a spritz or a beer are snacks like deep-fried Gordal olives, stuffed with fennel sausage, and a brioche garlic bread packed with cream cheese.
The hotel has a cocktail list that celebrates classic drinks and a few of their own signature concoctions, and it doesn’t feel much more luxurious than when you treat yourself to a glass of sky-high champagne with views like this.
The South Terrace can also be hired privately for leisure or corporate events, with tailored catering options including summer BBQs.
And you can ramp up your trip to this oasis by staying overnight in one of the boutique hotels’ rooms, or visiting the King Street Townhouse ESPA spa for a treatment.
Find out more about the terrace at King Street Townhouse HERE.
The terrace at King Street Townhouse hotelThe terrace at King Street Townhouse hotelDeep-fried olivesGarlic bread with creamed cheeseKing Street Townhouse hotel
Daisy Jackson -
9th April 2024 
