Living locally to area I have eaten at the Henry Root on a number of occasions over the last couple of years since it opened and have thoroughly enjoyed the experience. Unfortunately as I've noticed from a number of other reviews there seems to be an issue with staff treating customers in an very rude manner and now having experienced this first hand I feel the need to write this review.
Having booked a table for 8 people on a Saturday evening, we found the restaurant with only 2 members of serving staff and 1 bar staff. On arrival at 6.45pm the menu offered 'Happy Hour until 7pm', after waiting 15mins for someone to offer us any kind of beverage or even a menu (the restaurant wasn't even busy at this point), we were then told by our very rude waitress that as it was 'EXACTLY 7.00pm and we weren't allowed 'Happy Hour' drinks'. We then asked to speak to the manager who told us, that as she was 'In a good mood and had just come back from her holiday the day before she would allow the 4 of us who were already at the table to order from the Happy Hour offer'! We did have to point we had been at the table prior to 7pm, but no one had to come to take an order! The drinks however decided to turn up as when they pleased throughout the night, the last THREE turning up from the bar 1 HOUR after being ordered. This is by no means a large establishment! 1 HOUR for a drink??!! You have to kidding!! I've never experienced this any where before. When we asked what had happened to the drinks after 20mins (thinking they had merely been forgotten about), we were told by our waitress, who clearly wasn't happy about the fact we were bothering her that the bar tender had a list of drinks to make for other tables (clearly people who had arrived after us). Talk about being understaffed!!! The waitress was extremely rude throughout the evening and unfortunately as we did have to ask her a few times when the drinks would actually be arriving we were treated with an awful abrupt 'YES?!'. No apology, curt and rude behaviour towards our table all evening and NO offer of the drinks even being complimentary by the manager who was oblivious to the fact she had unhappy customers.
I have never been served in a restaurant where the waitress starts to take your order and then says 'just one minute' and pops over to another other table to serve them instead! What kind of customer service training has been given to staff here??! To be quite honest we should have taken the 'discretionary' customer service charge off the bill, as it really wasn't worth paying for.
Understaffed on a Saturday night, stressed out rude waitresses, curt, unfriendly treatment all evening and a 1 hour wait for a drinks. I really thought better of this place which is why I recommended it to friends. In future when we go out to spend £300 I will not be spending it here!!!
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