About three weeks ago my partner and I the Spaghetti House restaurant on Kensington High Street. I cannot do justice to just how impressed we were, not only with the food, but with the service we received. The staff were friendly, attentive and knowledgeable, about both the food and the wine, and made us feel as though we were in an independent establishment as opposed to a chain.
After such a fantastic experience we decided to visit a second Spaghetti House when in Westfield's Shepherd's Bush. Once again we had delicious food, but sadly the similarities between our experiences ended there.
We sat down to eat at 4pm, the restaurant was not at all busy however service was unacceptably slow, it took a long time for a server to even take our order. When our order was finally taken we ordered an appetiser to share and our mains. Our appetiser ended up arriving at the same time as our main courses, not as a separate course as we had specified how we wanted it. When we ordered dessert it took over half an hour from from our order being taken for it to arrive. At one point during the meal our server cleared our empty drinks glasses and did not offer us refills.
On top of the servers being inattentive, the service was in fact so slow, it caused us to miss our train back to Oxfordshire which we understandably are seriously unimpressed by. I have emailed the Spaghetti House regarding this issue but unfortunately have had no response.
I would recommend eating at the Spaghetti House, however not at this branch.
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