My family (2 adults + 11-year-old child) visited the Wagamama at Livingston Designer Outlet yesterday after shopping. We were tired and hungry, and we often eat at Wagamama branches in Glasgow, so we expected a nice meal.
There were two couples already waiting inside. We joined the queue behind them. The entrance area isn't designed for waiting customers, so the waitress had to walk around us to reach menus. She asked us to wait outside between the two doors. It was cold, but she told us we could close the outer door, so we agreed and stepped outside.
After one couple was seated, we came back inside and stood behind the remaining waiting couple -- now completely out of the staff's way. Another couple walked in behind us and stood at the door.
The same waitress came over again and asked only us to go back outside, even though we weren't blocking anything this time and the couple behind us wasn't asked to move. I objected, explaining that it was cold and we weren't in the way, but she insisted with a very unfriendly attitude. Another staff member then backed her up.
I felt completely singled out. The restaurant was half empty, and there were two large empty tables right in front of us. Instead of seating us, the focus seemed to be getting us out of the restaurant.
We decided to leave, and I spoke to the manager before going. All he could offer was, "Can I sit you down now?" but by then the whole situation had already ruined our experience. We still never received an explanation why we were repeatedly asked to leave the entrance while others weren't.
I've always loved Wagamama, but this experience was disappointing, confusing, and genuinely upsetting for my family -- especially because it felt like we were being treated differently from other customers without any clear reason. read more