The Grain & Hop Store

Featured reviews

• A

  Andy Gill

  ·2 months ago

  “Was greeted by Grace and Marriana upon our visit, had a few drinks played some pool, thoroughly enjoyed our time and will be back.”

• K

  Kane Mcgrath

  ·2 months ago

  “Great pub, staff was friendly especially grace”

• J

  Jack Vaughn

  ·2 months ago

  “A vibrant bar, good for watching sport on TV. The Shufl tables are a great touch. Staff are there in body but not in soul, seeming to view customers as an inconvenience.”

• D

  D C

  ·2 months ago

  “Completely unacceptable customer service — written promises followed by silence I am extremely disappointed by the way Grain & Hop Store Cambridge and Greene King have handled a very simple £20 deposit refund. I cancelled my booking for the World Cup Final on 19 July 2026. On 8 July, the venue manager wrote to me stating that he had spoken to the accounts team, that the refund had already been initiated, and that I would receive the money “imminently.” He specifically instructed me to reply on the same email thread if the refund had not arrived by Friday. The money did not arrive. I then followed his instructions and emailed the venue two or three times on the same thread. They have not had the basic professionalism or courtesy to reply to any of those emails. This is completely unacceptable. A business cannot give a customer a clear written assurance that a refund has been initiated, tell the customer to make contact if it does not arrive, and then simply ignore that customer when they do exactly what they were instructed to do. The issue is no longer merely the £20. It is the fact that Greene King has taken my money, confirmed in writing that it would be returned, failed to return it within the promised timeframe, and then stopped communicating altogether. Even more concerningly, the manager previously emphasised that the refund was the responsibility of the accounts department rather than the venue. That is not an acceptable excuse. I paid Greene King, not an internal department. How Greene King divides responsibility between the venue and its accounts team is an internal matter and should not be used to pass responsibility away from the customer-facing business. A professional company would investigate the missing refund, provide a payment reference, explain the delay, and respond to the customer. Ignoring repeated emails after giving a written promise demonstrates extremely poor accountability and a serious lack of respect for customers. I would strongly advise anyone considering paying a deposit to this venue to keep all receipts, screenshots and correspondence, because based on my experience, obtaining a refund may become unnecessarily difficult once they have your money. I will update this review only when the £20 has actually been returned and Greene King has provided a proper explanation for why my repeated emails were ignored.”

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