Avoid at all costs
am writing to formally express my deep disappointment regarding the experience I had at your Wardour Street location on February 2, 2025, between 12:00 PM and 1:00 PM. What was meant to be a celebratory birthday lunch with my family was entirely overshadowed by the unacceptable and unprofessional conduct of one of your staff members.
Upon arrival, my party of four was greeted warmly and seated. Our initial experience with the server taking our food order was pleasant. However, this changed when my sister attempted to order a slice of cake from a waitress with orange hair who was passing by our table. The restaurant was nearly empty, with only a few other tables occupied, yet when my sister politely asked to place an order, the waitress rudely raised her voice, telling her to wait in an unprofessional manner.
Despite this abrupt interaction, we remained patient. However, after placing the cake order, the same waitress suddenly and aggressively accused me of filming her while I was merely using my phone to check the best route for our next destination. I calmly clarified that I was not recording her and explained that I was using my phone due to road closures affecting our travel plans. I further reassured her that if I were filming anything, it would be my family, as these were my personal birthday memories, and I had no interest in recording her.
To my dismay, this completely baseless accusation did not end there. The waitress eventually brought the cake, but failed to provide cutlery, forcing my sister to get up and retrieve it herself after an unnecessary delay. As we attempted to salvage what remained of our meal, the same waitress returned once again, interrupting our time to demand that I delete footage that did not exist. This intrusion was entirely unprovoked and amounted to harassment.
At this point, I was astounded by the erratic behavior of this staff member and questioned whether she was experiencing a personal crisis or was under the influence of substances, as her conduct was not rational or professional. Once again, I reiterated that I had no video of her and firmly asked her to leave us alone. Instead of de-escalating the situation, she returned moments later with the manager, who did not even inquire about the situation from my perspective but instead blindly demanded that I delete a non-existent video.
This level of incompetence and unprofessionalism was beyond unacceptable. A £90 meal that was meant to be a dignified and enjoyable birthday experience instead turned into a distressing ordeal of false accusations and harassment. To make matters worse, the bill was presented with a service charge still included, which I had to manually remove myself—a final insult after the mistreatment we endured.