A K
Avoid, terrible service, overpriced food, and a lack of communication! - EDIT - I emailed customer services 3 weeks ago after a reply from my review and still no reply, even with a follow up email. I think they send a generic reply to make it seem as if reviews are a one off and they handle complaints well. Clearly just blank you. ——————————————————————— This will be a long review - largely to the establishment. But, also to those considering to visit here. My experience may be anecdotal but it truly was a disaster. ——————————————————————— Terrible experience last night. NYE one of the busiest nights of the year but sadly the service/food at this establishment were not able to cope, live up to, or deliver a wonderful night. As you would expect from a restaurant charging the prices they do. I had booked and paid for a reservation in advance for NYE (for 22:15). I had arrived on time for my booking (around 5 minutes before) and informed staff of my arrival. The waiting area was congested with people waiting to pay and those waiting for their bookings (all had already reserved ahead and paid £10 per person). Some of which had already waited over 45 minutes for their table. All, including myself were left in the predicament of where else could we go on NYE when we have already paid to have a table waiting for us. Asking staff for updates was understandably difficult because it was a ‘how long is a piece of string?’ kind of question. So, inevitably we were left in the dark because they themselves did not have the answers to the question. Finally, we were seated 45 minutes later, after people who had arrived/booked for later table had been sat before us. Only to get our drinks and starters around 45 minutes after that and finally our mains at 12:02 (in the new year). Though the celebrations were great, everyone was dancing, they handed out sparklers to everyone and did a countdown - which was also late (obviously to stick to their theme of the night). Much to our surprise our waiter was involved in the dancing which had left our cooked food waiting before arriving to us. Food wise, the starters were decent. Beef tacos were nice along side the Mezze platter. But one of the steaks were well under requested and the other well over and the rice was cold. The Dallas steak (well over) and rice were sent back but only after 30 minutes when we were understandably ready to leave (as we had intended to be out before midnight) but also because that is when the waiter had decided to check in with us. They had offered to recook another steak but it was far too late and creeping up to 1 am. The staff had knocked off the rice and Dallas steak (£40 total) leaving us with a bill of £93. Much to my surprise when viewing the receipt in the morning they had also forgotten to knock off the £20 which I had paid in advance for my reservation and I am still yet to receive any further updates about. Drinks wise, they are overpriced considering they are alcohol free. Although the frozen mango daiquiri was nice, the mojitos were at least 50% ice. I have had a previous grievance with this restaurant at their Manchester branch and they had responded to my review to get in touch with them but I have not received any response from the head office from then. I had hoped that my previous experience was a one off as I had visited it many times previously with great satisfaction. I also thought over a year later, at a different branch and with paid bookings the experience would be different. Sadly it was worse. Nevertheless, I am not hopeful I will have my £20 refund that should have been knocked off my bill for my reservation.
