Flat Iron: so many good reviews and on a couple of lists as a "Not to be missed" place. As a result, it was a no-brainer to add Flat Iron to my list of London places to try. Unfortunately, experience fell extremely flat and did not make the long wait worthwhile.
We came on a weekday night, late evening. There was already a wait, but we knew upfront so we were prepared for it. We waited over an hour, despite coming pretty late at night to avoid the usual dinner rush. They take your number to text you when your table is ready. One thing I noticed while waiting was their inconsistent treatment of customers. Some customers were allowed to wait inside, away from the cold, and when they were seated and inside was clear, they didn't allow other people to wait inside either, despite allowing people earlier. As I said, inconsistent.
Once we were called in and seated, everything went downhill rather than up. They have a limited amount of servers. At first it seemed like only one server was working, because no one else came to us to take our orders. Apparently they don't take orders in which tables are seated or when customers are ready. We came in first out of 3 tables that were seated and we were the last to get our orders placed. I guess due to their popularity and limited space, they will seat multiple parties at one table, which is what happened to us. They seated us with another party of two and those two got better attention and service.
The menu is super basic: only one steak (£10), 3 sides (£2.5 - £3), 2 salads (£3.5), and 1 dessert (£2.5). Sauce for the steak is £1. The daily special, which has stayed consistent, is the New Zealand wagyu and it is only available medium rare. We picked their £10 steak, cooked medium, and the daily special plus some sides. Since there is a 100% chance you're ordering steak here, the utensils set out include a fork and mini butcher knife. They have popcorn in place of table bread.
True to how the evening was going to be the rest of the night, our order did not come out right. When the steaks arrived, the flat iron steak that we ordered medium came out rarer than the wagyu, which was automatically medium rare. In fact, it wasn't even clear which steak was which when the server put down our orders because he didn't say what each steak was and he put the wrong sauces with the wrong steak. He put the flat iron sauce we ordered with the wagyu, even though he suggested it with the flat iron.
There was not much service either. They cleared empty plates and asked if anyone wanted anything else at OTHER tables without anyone asking, but we had to fight hard to flag someone down to get the same level of service.
I'm not a fan of things where you are automatically opted in and have to manually opt out. The optional charity donation is automatically added on bill, even though it is labeled as "optional." If it's optional, should it be up to the customer to ask to have it added on? That's what frustrates me in the States. We have these charities that come by neighborhoods and leave a flyer in your mailbox telling you that unless you tape the flyer to your curb, they will automatically come by and paint your curb and collect a mandatory donation from you for the unsolicited services. They automatically add you for a service unless you take the effort to opt out. The optional donation completely reminds me of that.
Some other random things experienced: there is also an optional 12.5% discretionary service charge on the bill. They can't break change without someone else using the register to ring up a bill in cash.
At the end of the night, I couldn't wait for the meal to be over. Despite the great price for the steak, the other aspects of this experience at Flat Iron felt like such a waste of my precious time in London. I did not return on my second visit to London the following year and I have no plans to ever return. read more