BrewDog Fortitude Valley — Restaurant in Brisbane City

The wait staff was discriminatory and rude. My food never came, even after 2 hours of waiting and asking, and I was never given a refund. I called the restaurant the next day and they hung up on me. I emailed them and received no response. This is the email I sent:

“Hello,

I am writing to let you know about my experience at BrewDog Fortitude Valley last night. I ordered and paid for food around 7:00 PM, and after about an hour, long after everyone else at my table received their food, I asked about mine. The bartender was dismissive and rude. For the next hour and a half, I asked politely 3 more times. After the third time around 8:30 PM, the wait staff finally went to check and said they were going to make it then. It didn’t come, and I asked a 4th time, at which point they said it would come in 2 minutes. It never came.

After 9:00 PM, my friend went to talk to them and was finally offered a refund. I don’t know if the wait staff was discriminatory, either because I am female, American, or Latina, but I do know that it wasn’t until I sent my white, Australian, male friend to talk to them that they offered to make the food or give him a refund (for the meal I paid for).

The blonde woman with curly hair was especially rude to me.

I just called the restaurant and they immediately hung up on me. I’ve called twice more with no answer.

I understand that the kitchen was busy and orders get lost sometimes, but the way the staff spoke to me and their complete lack of customer service was absolutely abominable. It’s really sad to me that I had to send a friend on my behalf to be receive proper customer service.

Thank you for your time in...

If you want a Sunday Roast then you have to book in advance. This is not advertised at all. I did ask if I could just book for later since the option was available online and was told no. Staff were not very helpful nor did the place feel welcoming. To sum up my short experience - rude.

A follow up to my last review: So after having a rude experience on my last visit. I went against my better judgement and made a booking for the following week. Just to make sure I could order the roast this time on my booking I put on the requests section what I’d like to order. So I turn up, find my seat and place my order. Everything is going pretty standard so far. I get my roast brought to my table but not the cauliflower cheese I ordered. After waiting more than 5 minutes I go to a member of staff to see if they can follow up on it. Turns out they had completely forgot to place the order of cauliflower cheese in to be cooked despite the fact I had it listed on booking and the fact I said it TWICE at the bar when placing my order. It took 20 minutes to be served the cauliflower from the time I had the roast served to me. To add further insult there was no offer of any compensation. Not a free drink or extra gravy to help warmup my meal so I was eating a cold roast with very hot cauliflower cheese. The service here is an absolute disgrace. I feel like I’ve just had a daylight robbery. I don’t know what type of establishment they are running but I’m shocked if it’s a successful one. After sharing my experience with some close friends they have written off the idea of ever coming and I can only suggest everyone else also write...

My experience was mixed, ranging from exceptional to meh. I was here 04.03.2025, 6pm.

The bar lady (a North American lass by her accent) was exceptional, truly a personality and energetic. Friendly. That said, she did short pour my $14 beer (she topped it up when I pointed it out but nonetheless, should never happen). Other staff were helpful in an unsmiling way.

The QR ordering is good but not great. I despise onions. Much food here has onions. Can you remove it? Nope. It's not listed as an allergen. Is onion an allergen? Yes, it is. I asked the friendly bar lady if she can help and she was keen to but seemed to indicate she'd have to manually do it direct to the kitchen, I assummed that meant her computer ordering system was the same as the QR.

I ordered the pesto chicken pizza and my mates ordered burgers - the Queenslander and the Californication. All food was very pretty, looked like the menu pics, smelled and tasted great. The pizza should be a 2 person meal but I'm a 90kg pig so I ate it all. Tbf, I reached that full point one piece to go and I reasoned my belly can be the doggy bag lol. The burgers are easily eaten though filling.

The venue is big, orderly, clean, fun, pretty in a vibe / aesthetic way. There is a wheelchair lift for the three floors.

Pinball and darts in the basement, shuttle board on floor...