We returned to the Coopers after an earlier disappointing experience and what can I say. They really have proved that our last experience was an exception, not the rule. Josh who was our server was friendly and helpful with loads of personality. We ordered the loaded surf and turf, mixed grill and a burger for the teenager. The steak was cooked perfectly, onion rings crisp and tasty, not the stodgy offerings I've had in some other venues, the fried onions in the sizzle pan were perfect for mopping up with chips. Mixed grill was likewise perfectly cooked. The teenager ate his burger with satisfied noises and said it was okay which is a rave review from him 😂. One of my worst ever dining experiences I'm really not sure how much else they could have got wrong. We were joining friends to see a UB40 cover band and decided to arrive 2 hours in advance of the time of the gig in order to eat first. We got in drinks at the bar on arrival and then found a table and used the online ordering system to order food. Sausage and mash for him and a classic hot dog for me. Then we waited, and waited and waited. Went to ask about our food and check the order had gone through on their system and continued waiting. The table next to us was quite a large party and we thought it odd that some members of their party were eating and some weren't. Turned out everyone had ordered it was just being brought out piecemeal by the serving staff. The waitress we saw seemed only able to carry a single plate at a time. From an overheard conversation in the ladies toilets I discovered that the UB40 band was cancelled and had been replaced with a Pink tribute act. Nothing had been adjusted on the signage to reflect this fact. We spoke to people who had travelled to stevenage for this particular act and members of our party had been specifically interested in UB40. Eventually after at least an hour wait for food it was delivered to our table, burnt and with no cutlery. A side dish we had ordered as an addition with some drinks was also delivered but we had to go and remind the staff that there had been drinks with the order. I asked that our burnt food be replaced which it was, slightly quicker than the original plates had been produced. The food was still of a disappointingly poor quality but at least this time it wasn't burnt. We were not offered even a refund partial or complimentary drinks for all the waiting and poor service that we had experienced. No efforts had been made to inform customers that the wait for food was over an hour or to make anyone aware of the change to the evenings entertainment. Everything about this experience was negative except for the company we were with and the camaraderie between all the deeply disappointed customers.