Avoid it! Bullied customer to tears. Undercooked chicken. Complete denial of error. Lies and disrespect from managers! - Soutine London - Buy Reservations
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🤮 1/5 - Avoid it! Bullied customer to tears. Undercooked chicken. Complete denial of error. Lies and disrespect from managers!
By 👻 @Jessica C, 02/15/2023 3:00 am
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A terrible experience makes a good story! My first review on Tripadvisor. Never bothered to write anything until today. I was truly shocked by what has happened in this restaurant. Please read if you are still considering this restaurant. If it gives you credibility in what I am saying, I am a medical student and my mom is a university humanities professor. We are too busy to make unfounded claims. The following are just the facts: I came to this restaurant after a relaxing walk in the sunny Regent Park with my mom. I ordered coq au riesling (their best seller supposedly). But unfortunately, there were undercooked areas inside the chicken breast. The main blood vessel still appeared bright red, not purple/dark - so the chicken was clearly undercooked. When we gently told the waitress with a smile that there was an undercooked area inside the piece, implying that they should perhaps pay more attention in the future, the waitress did not apologise. She looked at the bloody area and brought the dish to the manager. She returned from a chitchat with the manager saying that there was no problem with the chicken for sure as the head chef has checked (OMG, wHAT? I just saw the blood!!) She added that the head chef cooked this meal in a batch for a long time, so it was impossible to be undercooked (WhAt!?). Then, all the staff practically ignored us (we were obviously looking quite puzzled and slightly irritated by what has happened), walking past us with no eye contact. On request, the restaurant manager (male with dark brown curly hair, non-British, middle-aged) came to speak to us and just kept reinforcing that there was no problem as the head chef had said so and that the dish had never had any complaints so there would be no problem for sure (I was like wHaT?? What is happening? I cannot believe it. There is a clear problem with my dish!). As I tried to speak to him further about the facts, he just walked away with no response, but with a smirk (must be laughing at us for wasting our time speaking to him! - In hindsight, I should have just got up and left and continued my walk to limit any damage to my emotional well-being as there was no point speaking to any of these people and no justice can ever be obtained. They were too adept at reasonless arguing and forgot the core values of humanities, and are just "bullies".) I said I would need to raise this with the Westminster City Council Food Safety if your restaurant was going to do nothing to address this, the manager laughed at me and walked away! I was in utter disbelief at this point by the manager's attitude. When I asked if he had any supervisor here, he said no one "higher up" than him was present and he was the overall in charge. But later, he introduced his "General Manager" to me (I was like what?? You just lied to me?? Judging by the story thus far you could probably guess that neither he nor the general manager apologised for the lie. Total disrespect!) It turned out that the guy looking over our table from the bar all the time was the general manager, named Matt Robins (or so it says on his card, a man dressed in a suit with some noticeable tattoo on the right forearm/wrist area). Matt Robins was extremely rude and unprofessional in his language and behaviours. He crossed his arms and spoke with disrespectful language, including "I have been tolerating you", "you must pay and leave now"! (We were two women, why did he have the right to threaten us to leave? I felt scared! Just because we raised a concern that you denied and did not attempt to address? BULLIES.) He then refused to provide me with the feedback channel and contact details to the restaurant head office - he said "the complaint route is through me and you have reached me", with a disrespectful smirk, "send your complaint to the seat reservation email and it will be streamed from there" (a lie), "there is no way to contact the head office.." (a lie), "no, no, I cannot write it down for you, you need to find any contact number online yourself!". When I asked for his name, he said "I will give you my card on your way out (RUDE!), but you need to pay first" (RUDE!). Throughout the whole process of ignoring us, the two aforementioned managers kept coming to me with the card machine saying "are you ready to pay??", "am I taking the payment or not?" and then "you have to pay for what you ate, and you will need to leave" - in the EXACT SAME WORDS! These waiters, or managers, forgot who they are - workers of the hospitality industry, with the aim to make customers satisfied with the service received. What they are doing is reflective of the lack of proper staff training in this restaurant group and a lack of supervision. Staff are doing what they want with no fear of the repercussions! After being bullied into paying the full bill, I broke up in tears. INJUSTICE. PURE INJUSTICE! For my whole life, I have lived in an ivory tower of well-behaved people and a happy bubble and never encountered minions like these people! When I calmed down, I found the proper feedback channel on the website of its head office The Wolseley Hospitality Group - the general manager was lying all the time! Shocking! I sent my feedback in. On the way home, I was in a depressed mood. Mentally went through what happened and reassured myself that I did nothing wrong, apart from speaking to people who hold themselves up to low moral standards and dining in a restaurant that does not know the importance of basic food safety (google Campylobacter jejuni or Campylobacteriosis from eating undercooked chicken) with chaotic management. Our concern was ignored by the staff completely and we had the WORST dining experience ever with utter DISRESPECT, SMIRKS and LIES with significant PTSD from the whole restaurant chain. The staff (Matt Robins, the unnamed manager and the waitress) are extremely not well-nurtured and repulsive to avoid using harsh words. But anyone else with a more untamed temper than mine would probably use all the possible swear words in this world to describe this experience (and the managers - you minions, you are stuck here as servants forever)! I just unlocked my first truly shocking dining experience in London. Given the standard Soutine aspires to achieve, such an attitude from staff is hindering its growth. People should not go to restaurants with stains on their reputations.
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