Lord Gainsborough Restaurant — Restaurant in Ontario

Bad food, bad customer service. The reviews are awesome so I'm hoping it was a one-off... but I imagine the star rating is largely based on old, good reviews from when they rocked.

The people we went with used to go to the other location but hadn't had the chance since they moved. So, they were really to excited to take us there... then, really embarrassed that they had; They questioned that it may be under new management as none of the staff they knew were there and the quality was worse than before. The food was reasonably priced compared to competitors, but way overpriced for the quality value.

The server didn't come check on us other than right at the start; no refills, no checking to see if we needed anything. We waited about 20 minutes, hoping to get a dessert menu to turn things around... but in the end, we just flagged her down and asked to leave.

I think they need to seriously reconsider the menu and perhaps get more staff working on a Sunday if that was the server's issue.

The decor and atmosphere is decent and what one would expect from a small restaurant; the washroom sink was very nice.

Update: What do you mean, a refill of what? Our drinks were empty. I have worked in the industry for years and it is absolutely standard practice to ensure that drinks are refilled, cost or free. I had no idea the desserts were on the wall; perhaps if your server had come to check on our needs they could have a) shown us where and b) could have taken the order. Instead, our time was wasted and we never got to order dessert because too much time had passed. You don't ever start a conversation with "sorry, but" and expect someone to waste more of their time explaining, especially when what was important (ie what we ordered) was already listed in the first place.. Poor customer service, all...

Would have given a zero if possible. HORRIBLE, HORRIBLE service! We sat down, ordered a pitcher of beer (after repeating 3 times which pitcher we wanted) while we decided which toppings to get on our pizza. When we were ready to order, we were told it would be an HOUR wait for pizza!! They had alot of take out orders to fill. I told the waitress if we had known it would be an hour, we would not have ordered a pitcher, we would have gone somewhere else (there were 5 empty tables so it's not like we had to wait). I asked to speak to the manager/owner TWICE and had to wait 15 minutes for her to make her way over to us. Once she finally did come over, I explained the situation and she just said that it was busy...no sorry or anything. I said perhaps you should let people know that it would be an hour and her response??? She asked why I didn't ask when I sat down how long it would be!! Have you ever heard of such a thing? If they were packed, I might ask for how long for a table but I have never asked how long it would take to receive my food! They were quick to give me the bill for the pitcher, which I didn't want to pay as 2 of us only had a small glass each and I wouldn't have ordered it in the first place. She said 'fine, it's on her'. She then said I could go to the Keg and wait an hour there for my food! She completely missed the point, doesn't understand customer service at all. She also said I wasn't welcome back and that she never forgets a face...no worries there because I will NEVER go back there anyways...no matter how good the food...

I had a similar experience to another reviewer that posted about a month ago (Tracey). My boyfriend and I arrived yesterday evening around 6:30 PM, after about six people were leaving the restaurant. We saw that there were a few available tables and we’re glad to find a nice local place to eat dinner on Valentine’s Day. We have been looking forward to the opening of this restaurant for a while and to see its new location. We were grossly disappointed when we walk in and found ourselves waiting for at least five minutes only to have no staff acknowledge our existence. The entire time we stood inside, there were three staff members behind the bar doing something, including preparing drinks and looking in our general direction, however not even waving over and letting us know that they would be over shortly. We ended up leaving without talking to anyone because again, they did not acknowledge us, and we found somewhere else to eat. We were hoping this to be a great place to go for dinner or for breakfast some days. We were also disappointed to learn one Sunday morning that they are not open on Sundays. We will continue to go elsewhere for breakfast out when we do so occasionally. It’s really too bad, because I went out for dinner to the old location one time and really enjoyed it. They have a lot of kinks to work out at this...