Browns Socialhouse — Restaurant in Surrey

To the Management of Brown Social House,

I am here to express my extreme upset experience during the dinner tonight. I felt that our table was being treated differently and our situation was not handled with respect from the manager and the bar attendant.

We were deciding where to take our guest from Shanghai to have dinner tonight and we thought Brown Social House is the perfect place for our guest from Shanghai to taste a little bit of our Canadian culture. The decision soon became a huge disappointment.

We entered the restaurant and decided to sit at the booth where the TV was playing the NBA playoff as other TVs were broadcasting the NHL playoffs. We had a wonderful time for the first 40min until suddenly the TV was switched to NHL playoffs.

I ask one of the waitress to see if we can switch the channel back to the NBA game, the waitress went and called our waitress which she told me that the bar attendant said no because it's the playoffs. I ask to talk to the bar attendant, the bar attandent gave me a response said that there is a customer request to watch NHL and because he requested first, she cannot change the channel back.

Funny logic to me, if I am already watching the NBA game that I wanted to watch in the first place, obviously I am not going to request to have the channel changed to NBA game. The bar attendant proceed to said she will get the manager to talk to me.

Manager came, and said that the customer was here first so he gets to pick what he wants to watch. The fact is that by the time we left, the bar customer just started eating his entry. We were watching the NBA game for a good 40min before the channel was switched. The manager than said she will talk to the bar attendant and figure out what is happing.

Really? Is it that complicated? The manager came back to us and said that the bar customer has the 1st priority of picking what channels to watch and since the TV that we were watching is connected to the side that the bar customer is watching we will have to watch the Hockey game.

It is complete unreasonable. The bar have 4 TVs and at that time is seated with 2 partys with a total 3 people while the restaurant is full with approx 30+ people. The point that your manager and staff is saying is that the 30+ people dinning at your restaurant is less important than the one person sitting at the bar? We are about 20 min away from finishing our dinner and leave and we just want to be able to watch the game that we enjoy. By that time your employees are just trying to run down the time until we finish our food and leave so that they will not have to provide us with a satisfactory answer. It took your team 20mins to give me an answer of "there is nothing we can do"

From what I see is that your team rather to have us to back off because we are Asian and seems likely to just be bullied rather than maybe have a conversation with the bar customer, which happens to be a older caucasian gentlement enjoying his alone time, to see if he can kindly move and watch the other two TVs that are playing the NHL game.

I have never been so upset from dining at a restaurant and the experience makes me sick. The unprofessionalism of your manager and bar attendant reflects the true value of your company; discriminating against Asians and exposing the fact that you value your bar customers more than the restaurant customers.

This is utterly disgusting and I am here formally submitting my greatest concern and frustration to the...

Firstly I must mention to you that myself and my friends (Approx. 12 to 15), we like trying new cuisines & flavours. We go out for Dinner at least once a month, and we have been doing this more than two years continuously.

This Thursday July 18, 2019, we decided to meet in this restaurant Browns Social House, Panorama situated on 15260 56 Ave, Surrey, BC V3S 5K7, which I reserved on last Tuesday for 12 people in the patio section.

We reached the place at about 7.30PM and as we have made a reservation in advance we had no worries on waiting for space. Few of us came earlier and ordered for some beers and starters. Firstly, to our surprise, the beer was not chilled and when asked the server KELLY, she said that this is the coldest they have got. Somehow we felt the negative vibes at the very beginning. She was not friendly at all and as about her, she had an unpleasant looking on everyone all the time. Maybe she was prejudice and being discriminatory to East Indians.

We were expecting 3 to 4 more guests, so we requested the server to arrange some more chairs, which she refused by saying that there are no more chairs available and offered us the next space along with the fire place, which also had a sitting of 12 seats. Trying to sit all of us together, we moved some chairs along with the other table. To our surprise, one lady came up to us and said that you cannot move the chairs like this. We tried to convince her, but she was very rude and adamant. When I asked, can we speak to the Manager? She said that she is the Manager. Her name was PAVI. While the manager herself was so rude, we decided not to stay there and requested her to send us the bill.

We paid the Bill and paid 15% Tip on top. While finishing our already served Beers and appetizers, surprisingly 5 Gang Squad Policemen came and asked us to leave the premises immediately. This was highly disrespectful and insulting. We didn’t do anything wrong nor we created any scene. We don’t know, why the Manager PAVI called the Police. To believe on us, please see the recordings on the Cameras they have. We were forced to leave the place without finishing our meals, which we had already paid.

The service was absolutely disappointing. This had been the worst experience I had since I immigrated to this Country. I couldn’t sleep at night, because of the treatment we got from these people. I would never recommend someone to go there and get humiliated and insulted.

We spend and we got this treatment, which no one expects in their life time. In conclusion the experience was BAD, BAD, VERY BAD with the manager PAVI and server KELLY. I would never go again to this place for any reason and I don't recommend this restaurant, not even to my...

Disgusted with the treatment my dad and his friends received on Thursday night at this location. Apparently you can’t complain of poor service because the staff takes extreme offence and calls law enforcement. Browns Social House does not take well to constructive criticism clearly and can’t accept being told that they need to work on their customer service skills. To disrespect your customers and not make them feel welcome as soon as they enter but still be given the benefit of the doubt is apparently a crime now. Next time why don’t you turn people away at the door if you aren’t in the mood to cater to them as customers instead of insulting them. I can only suggest that your staff is in dire need of customer service seminars and need to be taught how to not discriminate on the appearance of a paying customer.

Also since when is it not acceptable to ask for a few extra chairs?! And then questions how dare the customers move them themselves?! Or the fact your location cannot serve cold beers because “this is all you have”. A restaurant of your stature should be immediately accommodating to your customers needs.

Competing restaurants are aiming at the highest level of customer service and here stands Panorama Brown Social House, still living in times where they think discrimination on the appearance of people’s race is acceptable.

I am appalled hearing of this incident from my dad and saddened that your staff made him and his friends feel like criminals because they complained the beer was warm and the restaurant couldn’t accommodate more of their guests. On top of that you charge them for the lousy drinks and appetisers and accept a tip on top of it (given out of the goodness of their hearts and not deserved even 1%) and proceed to have police escort them out of your location?

Not only did staff not handle the situation correctly, but the MANAGEMENT dealing with it the way that they did is just now laughable and how shows how this location is running.

Please don’t reply to these reviews with some half hearted apology saying we should deal with this and we should email Panorama Brown Social House, because you can assure yourselves we will be taking this up with HR at head office of Brown Social House. Our reviews are just to warn other customers who might mistakenly choose your business to enjoy...