I'm really sorry to have to write such a review! In honesty, the food was nice, the place was packed, but I'm still slightly baffled and shocked at the service, and am so incensed by how we were treated that I feel the need to write a review.
I came to this restaurant with a large group of people, 12, for my birthday celebration. Service was quite slow and confused throughout the night - drinks would just never appear, and we sat for a full hour before anyone was able to place an order for a meal. Beyond the odd laugh at the pisco sour that just wouldn't come, (my friend had to order it three times before it eventually appeared) and a general growing sense of hunger, none of these things were really an issue. It was busy, the waitress seemed new (and we've all been there...), and everyone was having a nice time anyway. There was a little more confusion at dessert, when an extra one appeared, but when no one claimed it and we attempted to send it back the waitress placed it on our table with a shrug. Not bad at all, eh?
The issue came when it was time to pay the bill. Now, as a group all in our mid to late twenties, all pretty obsessed with food and residents of London, we obviously are pretty well-versed in the whole 'splitting the bill' routine. And after all, it's pretty simple to total your own consumption, no? After everyone had put in their bits, it was revealed that we were a shocking sixty pounds short. Reviewing the bill, we immediately noticed several discrepencies, including a full bottle of wine we were charged for (in lieu of a glass), a tea that never came, the mistaken dessert we had attempted to send back, and an extra 8 beers. Upon asking after these issues, the manager of the restaurant was not only unhelpful, but was frankly insulting in a way I've never experienced. First claiming it was 'absolutely impossible' that they had made a mistake, he insisted several times that we had ordered and been brought everything we were charged for. Upon pointing to the table that demonstrably did not contain things such as a bottle of wine or teacups, he conceed that perhaps these were honest mistakes. Fine. It's not that nice to be called a liar, but things are hectic. (But you know, trust me - I definitely know when there's a bottle of wine about.) Then we pointed to the dessert that no one had ordered, and that we had attempted to return. We were rewarded with the comment 'well, you don't just eat what you don't order, now do you?' Finally after several minutes explaining that, yes, you definitely do when the waitress says that we may as well keep it, that was eventually removed as well.
However, the extra drinks, totaling the remaining unaccounted for money, somehow once again could 'not possibly' be a mistake - despite the fact that we had patently already demonstrated three relatively obvious mistakes. The issue was not so much the drinks themselves, as the way were treated. In fact, the manager stated plainly that we were just oh so drunk that we wouldn't possibly be able to remember how much we had. It's hard to imagine that my pisco sour and beer over the course of three hours of a startchy dinner and heavy dessert just left me so wasted that I forgot those other ones I had, but hey, how dare I claim that I know my own body? Upon insisting that we all had - several times - tallied up the relative minimal drinks that we had, the manager attempted backtracking, claiming that the first few people who had shown up had been ordering drinks from the start. It's an interesting claim, considering a) those few friends that had been holding the fort (table) down actually didn't have a single drink all night, and b) we 100% no question all ordered as one upon everyone's arrival.
Now, it's clear that what happened is that we were charged for every (unsuccessful) attempt made to order drinks. It's clear the manager was confused about what had happened, which tables had ordered what, and when. And hey, amongst 12 people, definitely some compromise could be made. But we were treated absolutely horrendously - shamed for eating a dessert left on the table, essentially called liars about the bottle of wine we (had not) ordered, and then insuated as drunks that couldn't possibly calculate how much they had had. Absolutely shocking treatment, and I can't possibly recommend that anyone reward a place run by someone that treats people in such a way... read more