We had a table booked for 12 people on a Saturday night to celebrate our friend's engagement on the basis that several of us had eaten here before. When we got to the restaurant they only had our table set up for 10 people. This resulted in them having to add extra chairs to the already cramped table, so everyone was crammed together. There was no apology whatsoever, and when one of our party made a comment to the waiter about there not being enough room for all of us at the table the waiter replied with "if you had booked your table for 12 people instead of just bringing more people along without letting us know then there would have been enough seats wouldn't there?" followed by a smug smile. Since when is it ok for staff to start arguments with their customers, especially when the customer in this case was most definitely not in the wrong?
That's only the start of it. It took them around 15 minutes to even bring us the drinks menus, and another 20 on top of that to actually take our order. When they did finally take our order, they took it wrong and missed 2 of us out, leaving 2 of us without any drinks. We had to try and get the waiter's attention to order the 2 drinks he had missed, and then it was another 10/15 minutes after that until these drinks finally arrived, leaving the other 10 people on their second drinks order while the last 2 were only starting their first.
They didn't come anywhere near us for at least another 20 minutes, they didn't even bring us the food menu! We had to ask for menus, and when they finally arrived they left us again without taking our order for another 20-30 minutes. By this stage we were all very hungry and getting angry, and our friends who were meant to be celebrating their engagement weren't exactly having a perfect night. I grabbed the waiter's attention and told him this was an engagement party and we were getting pretty peed off, being left sitting with no explanation - still no apology. Another of our friends asked if some or all of our drinks would be left off the bill for our troubles and we were simply told "no!".
After they eventually took our food order, it was another 45 minutes before we got our food. In this time a waiter came over and explained that the extractor fan in the kitchen had broken so our food was going to take an hour. By this stage we were all so angry and nothing at all was done to try and make things better. I made a point of explaining that if it hadn't been our friend's engagement party that all of us would have got up and left hours before without paying for our drinks. The waiter replied with "I understand where you're coming from but it's out of our control". He then offered us 2 jugs of Sangria for free, which we didn't even want. We asked if we could just have our bottles of wine for free instead, and were told no. The jugs of sangria arrived pretty promptly, and tasted like Tesco Value orange juice with a bit of lemonade thrown in so we didn't drink them.
When our food finally arrived, they had got our order wrong and missed another 2 orders (mine and my friend's). My friend and I had to wait another 20 minutes for our food when we pointed out that this was the worst service we had ever experienced there was still no attempt to try and make things better, and the manager never came near us all night. My friend and I finally got our food as everyone else was finishing their's.
In an attempt to salvage the evening for our friends who had just got engaged, we ordered some sambuca and desserts. These were the only things all night that we didn't have to wait nearly an hour for.
We asked for the bill, which came to over £400. They charged us for all our drinks and even the food that they had forgotten to order for me and my friend. When we asked if we could get any money off our bill for all our troubles we were told no because we got free sangria.
It's safe to say we will NEVER be back and will warn everyone we know not to come anywhere near this place. It was the most appalling customer service any of us have ever experienced and one of the worst nights out we've ever had. Management of the restaurant should be in a different profession if they're completely unable to deal with customers.
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