Families were left scrambling for alternative Christmas Day meals after Miller & Carter Hockley Heath cancelled bookings due to an unexpected kitchen failure. The popular steakhouse, known for its festive dining experiences, informed guests on December 25, 2023, that a technical fault prevented food preparation, leading to a sudden closure just as many families arrived for their celebrations.
The restaurant charged £100 per adult and £60 per child for its Christmas Day menu, making the last-minute cancellation a significant disappointment for those who had planned their holidays around the dining experience. Many guests reported feeling that their Christmas was effectively “written off” as they searched for last-minute options on one of the busiest dining days of the year.
Affected diners included James Munro and his party of 13, who had travelled from various locations, including Devon. Munro learned of the closure through a friend whose daughter worked at the restaurant. He arrived at the venue to find staff unable to serve customers due to a malfunction in the kitchen’s extractor fan, which prevented the ovens from being operational.
In a post on the venue’s Facebook page, Munro expressed frustration: “We did not receive a call to inform us of the situation. Safe to say the day has been a write-off.” He noted that around 300 guests were turned away, including his family’s group of five and other friends. Munro described the experience as “devastating,” highlighting that their plans were disrupted without prior notification.
He continued, “We went to a garage, with a Little Waitrose, to grab a few bits. They didn’t have turkey obviously. We picked up some vegetables and had some chicken breasts in the freezer.” The family ultimately spent £85 on last-minute groceries instead of enjoying the £420 meal they had initially paid for.
In a statement on Facebook at 13:20 on Christmas Day, the restaurant management acknowledged the closure due to an unexpected electrical issue that hindered food preparation. They attempted to resolve the problem but ultimately had to close for the day. The restaurant’s management expressed regret for the inconvenience and assured affected customers that they would be contacted regarding refunds.
Miller & Carter later confirmed that the fault was discovered at 09:00 on Christmas Day. Attempts to fix the issue were unsuccessful, leading to the need for a replacement part that had to be couriered from Blackburn. The part arrived in the afternoon, allowing the restaurant to reopen at 18:00.
A representative from Miller & Carter stated, “Christmas Day is the most important day of the year for our guests and for us as a restaurant, so we were devastated to discover the extractor fan failure. An engineer was on site within one hour, but the problem could not be solved without a replacement part.”
The restaurant expressed gratitude for the understanding shown by many customers during the situation. They confirmed that all affected parties would receive a full refund and be invited to a complimentary three-course meal with drinks in the future.
As the dust settles on this unfortunate incident, Miller & Carter looks forward to welcoming guests back for the rest of the festive season, including on Boxing Day as planned. The restaurant’s commitment to customer service will be tested as they navigate the aftermath of this unexpected closure.
