We are two couples in our 50s, and went on a Friday night for LondonLicious, so we booked a reservation a week ahead. When we arrived ten minutes early, we were told by a fellow to wait at the bar without being asked if we had a reservation. 25 minutes later, we were still at the bar (served by a very nice bartender). We mentioned politely to the fellow who had first spoken to us, and ignored us since, that we had a reservation and he said "I know" and walked away. At 40 minutes past our arrival, 30 minutes past our reservation time, we asked again, and were seated. We learned later the fellow seating us was the owner. Too bad. The owner's disinterest in customers was quite apparent (and surprising), and most of the staff (except a couple) seemed to have adopted his "don't make eye contact with the customers" philosophy. We were seated ten full minutes before a server approached us. This was now 7:40 pm for our 7:00 reservation. Our server Josh was lovely, but clearly had way too many tables that night. We had to ask for water to be brought to our table finally, and we had to ask for bread (as did a table beside us). We never got asked to refill our waters the entire night, and even couldn't get another glass of wine as there was never anyone to ask! After our salads, another server brought our mains and literally walked away without asking if we needed anything. Without being able to get another staff member's attention, my husband finally went to the serving station to get a knife for me. While there, another woman was asking for forks. Ridiculous! staff were walking around, but didn't smile, didn't make eye contact, and seemed to treat all of us like a nuisance rather than their reason for being.
The food was good. Four salads (two caesar and two of the beet salad) were crisp, cold, and tasty. The entrees (risotto, lamb, steak, and pork) were all delicious and we liked them alot! The desserts (cheesecake, pecan tart) were delish! So with this good food, why won't we go back? Because there is alot of competition in London - lots of restaurants have great food. The differentiator is great SERVICE, and Tru simply doesn't have that. We liked Josh, but the Owner needs to model the behaviour he needs from all his staff and kick up the customer service ALOT. Smiles on the faces! Eye contact with the guests! Ask them if they need anything! We spent over $250 and feel that they did not appreciate our business at all. So long, TRU!
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