A well-liked , The Hulton Arms, has responded to a customer who left a negative review criticising the establishment.

After dining at the pub on Bank Holiday Monday, the woman posted a harsh review on the venue's page, describing the service as 'totally disgusting' and the staff as 'incompetent', claiming they 'do not give a damn about paying customers'.

"Took 45 minutes for our food to come and even when it did there was a meal missing which then made it that one of our party had to eat when everyone finished," read the review. "No proper apology. One of the staff members was more interested in talking to her friends or family rather than be interested in people getting their food. I would not recommend this place at all."

However, Adam Griffiths, owner of the landmark pub Four Lane Ends in Over Hulton, , decided to confront the customer. He replied directly to the review and shared his response on the pub's Facebook page.

He provided a full timeline of events from the pub's CCTV outlining what happened with the table of nine customers.

• 14.12 customer orders food on 3 separate orders
• 14.56 food starts to arrive (granted longer than our normal wait )all food is cooked to order not ping ding and busy pub .
• 14.58 last meal arrives
• 14.58 said incompetent staff member sits down to her dinner on her well earned break
• 15.00.customer speaks to the staff re missing pizza
• 15.01 staff member speaks to lady re missing pizza and explained its not on our order and apologises
• 15.10 pizza arrives (free of charge may I add )
• 15.11 team member starts to clear plates
• 15.13 team member does check to see if pizza is OK and gets a firm yes
• 15.17 customers get up and leave
• Table is cleared of empty plates

He then offered to discuss the matter further with the customer, saying 'but if you would still like to discuss this I'm more than happy to chat on the number I left you as a voice message.

The customer then responded by stating that the pizza had been paid for, adding 'your incompetent staff member did not even have the decency to apologise to us'.

The pub's Facebook post received a wave of support from dozens of customers, who praised the Newbrook Road site for 'standing up for the staff' and commended the food and service, the reports.

One woman applauded Adam, saying: "Good on you Adam for calling them out, it's great that you've got your staff's back. The food and service have always been great whenever we've been."

Another customer expressed her love for the pub, stating: "Love the food and service here. Staff are so friendly, always fresh food and value for money.

A third added: "Best pub, best staff and best management team. Oh and best prices too. Adam and team Hulton are simply the best and the food is great, never had a bad meal or bad service."

Adam, who has been at the helm of the pub for nearly two years, said he welcomes 'feedback, good and bad', but felt compelled to respond to such a harsh public review.

The 57-year-old expressed his frustration, saying: "I was just annoyed that she had shouted at a young team member, and then when I checked the CCTV and the times, I was appalled that she had the nerve to call us like that, especially our food being cr*p and the staff incompetent.

"Things like this can put strain on a small business and it's hard enough at the moment with spiralling costs. Hospitality is in need of a break."

Adam concluded by saying: "We are a small limited company - GLM Hulton Ltd - and are battling hard against all hurdles, with costs, wages, utilities, you name it.

"We are doing great, better than the average at the minute and keeping our heads above water, but it's not easy.

"We are a independent company and do lots for the community of Over Hulton. All food is homemade, even our famous chips, and we have lots of live entertainment at weekends too."

Food is served at the pub from 12pm to 7pm Monday to Friday and 10am to 7pm at weekends.