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“Terrible Service, EXTREMELY Rude Staff. Such A Disappointing Evening!”
Review of The Henry Root - CLOSED

The Henry Root
Price range: $24 - $53
Cuisines: European
More restaurant details
Restaurant details
Dining options: Breakfast, Reservations
Neighborhood: Chelsea
Description: A relaxed all-day dining room in the heart of Chelsea, The Henry Root is open from breakfast through to dinner and late night drinks, serving both clean, healthy and comforting British dishes using the best seasonal produce.
Reviewed August 18, 2013

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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2  Thank Where_Magic_Happens
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviews (94)
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62 - 66 of 94 reviews

Reviewed July 27, 2013

Nice location in the heart of Chelsea, nice decor and beautiful wood paneled bar in frnt, open kitchen towards the back. Unfortunately the owner remote controls this restaurant via about a dozen cameras that just seem to be installed everywhere and they are not just aimed at the staff areas and the till but also at the guest tables, which makes me extremely uncomfortable, personally, since one feels like someone else is also having dinner with one. They have gone through an array of hopeless untrained staff and are more settled now. Still its the same sad old story of a restaurant that is management led and where the owner isnt present. Food is decent but nothing to talk about.

2  Thank paddy_oo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 25, 2013

We met old friends here for a meal in Londontown. We had heard good things about the restaurant so decided to try it. Unfortunately, it wasn't to be......... On this Saturday evening in May, the service was slow and the place wasn't even full. We constantly had to flag down a waiter throughout the meal whenever we needed something. I must admit that my food was excellent but my wife and friends dishes were very average. One of the prawn dishes was especially curious. When the size and number of prawns was questioned, we were told that they were "baby prawns" (looked suspiciously like medium size shrimp) and that it was the fact that they were small that made it seem that there weren't enough on the plate. Hmmm. Waitress had a great imagination and we all had a good laugh but for the money, this place was over rated. We won't go back.

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Thank Gweilow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 17, 2013

We chose the The Henry Root to entertain friends visiting from the Netherlands who enjoy good cooking in a friendly and buzzy environment.

Good decision.

There is not much to say. We were inspired by a newspaper review and we concur with its findings. The restaurant is fab. Great food, great value for money and a great fun. The service was professional and friendly. If we were to get picky we might say it was a bit slow towards the end of the evening but we were not in a hurry so what did it matter? The acid test is "Would you go there again?" Yes, yes, a thousand times yes.

Thank CymraegBeirniaid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 8, 2013

Comfortable, quirky, low key restaurant with good , mostly locally produced food. lovely wine list -- watch for specials on some evenings.

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Thank comonaut2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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