- Overall 2
- Food 4
- Service 1
- Ambience 3
We left feeling disappointed which was a shame as it all started well. We had an early reservation with only one other table in when we arrived. Service started well and we were happy. The food took over a hour to arrive, which in itself was fine, we were in no rush, but they came out with the starters and mains together. I’ve never experienced this anywhere ever! The staff seemed surprised we weren’t happy to have our mains and starters delivered at the same time and their reasoning was the kitchen was backed up and this is what’s best for them so they just dumped the plates and left us with them. We ate as after waiting an hour we were hungry the restaurant was busy now so we thought best to get on with it. Our server came back eventually to check in and we told her our complaints, she listened but then didn’t follow up on bringing over the right person to speak to. He eventually came past and checked in, by this time we had finished. He did listen but again just made excuses for being a new location and still trying to find their feet. I think 9 months in you should not be hiding behind that excuse or any to be fair. We tried to give positive feedback they could use but no one apart from our original server seemed to want to listen and rather turn it back on excuses. I was told at the end by, I think, the manager, ‘well you ate it, and some people didn’t get any food so you are lucky’! Really that’s the best you can do for a customer service resolution! A real shame as the food, mostly, was very good, there is obviously a real talent in the kitchen but front of house needs some work. A customer complaint is always an opportunity to retain business, how it’s handled it key to that. Had we been listened to, given a simple apology, not a load of excuses this would have been an entirely different review. Very disappointed.