I chose and booked this restaurant for our pre theatre meal for two reasons - a) the reviews on here, b) the menu appeared to be able to cater for my friend's strict diet. At the moment she can only eat meat and vegetables. No carbs, dairy, etc.
On arrival, it seemed very busy for 5.30 on a Sat night but we had booked so I was not concerned. We were taken to the upstairs seating area which was quite traditional and seemed pleasant enough. It took a good 10mins for them to take an order from us, and even when asking questions about the menu, we got quite curt replies. However, the waitress did her best at this point, despite seeming harassed and brought the wine (for me) and the water (for friend) in a reasonable time. Once we had decided to just have a main course we thought it would be fairly straightforward. I selected a steak in sauce with fries and my friend selected a fillet with veg. The options on the menu are: Potatoes, salad OR VEG. On reading this you would assume if you choose veg, you get a medley of vegetables considering the options presented to you.
Despite getting my fries after 45mins, the meals did not come. Over an hour later the waitress comes back to inform us that our meals had been given to somebody else. Human error, indeed, (as she pointed out) but as we were on a tight schedule and had only ordered a main it seemed a long wait and we were hungry and anxious. It took another 10mins for the fries to be taken away as I said I wanted fresh ones with my meal. When the food eventually came, it was mediocre and cold. We were so hungry though as it was now 7pm that we ate it. My fries came a bit after and were very hot but undercooked and my friend's veg were carrots and POTATOES. Yes, we realise Potatoes are veg (as the waitress patronisingly pointed out) but they are also carbs and shouldn't be included in a veg option if there is a potato option separately. so she could not eat that part either.
On asking for the bill, in a rush, they said they'd taken the wine off for our wait which I felt wasn't fair on my friend as she had been charged £3 for a sparkly water and hadn't had wine, and the food was not worth £18 for a main course after the wait, the temperature of it and the fact that we hadn't eaten the fries (raw) or the veg. However, once informed it was the best she could do and the waitress rolling her eyes and stomping off, we waited another 10mins for the card machine. no one came back. We made a joke about them clearly not being desperate for payment. Eventually someone on the table next to us said you pay downstairs, something which had not been mentioned by the grumpy waitress.
We got downstairs and I was saying to my friend that I felt bad that they didn't knock anything off hers and asking if she was going to complain further. We then overheard one of the waitresses on the till making derogatory comments about us in Italian (we both understand Italian very well) who then accused us to our faces of never intending on paying. We were stunned by her rudeness as we asked for the bill ages before. Had we not intended on paying, we would have left. And how dare someone speak to a customer like that. We had been treated in a patronsing, disrespectful and inconsiderate manner from the moment my friend asked questions about the menu owing to her diet. The error of food being late ultimately, although this was a pain, was not my issue with this place but the snide comments about my friend's diet, the Italian comments behind our back and then being accused of that. I am a manager and if any of my staff behaved in this way, I would be having words and looking into further training. In the end, we paid for our meals and water and left, my friend almost in tears at being looked at and spoken to in such a way. I was so looking forward to the evening out and travelled a long way to dine there before the show. It was lucky the show was good, otherwise the whole evening would have been ruined by what can only be described as disrespectful staff. The young male waiter was very friendly though, I would not like him tarnished with the same brush. I hope they were just having an off day as I know several other parties thought it was terrible there too on that night. (see latest reviews)
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