Had dinner here on a Saturday with a friend. I don't eat beef, so I asked the waitress about the menu options with other meats. In the end, ordered the New Green Burger (vegan). Food arrives, brought by the same waitress. Looks suspicious with bacon, but gave it a benefit of the doubt as the waitress clearly knows, and tried a bit of the patty. Definitely taste and feels like beef. Flagged down a waiter, and he confirms it was beef.He apologised, took my burger away, and said there will be a 15 minute wait. Later the waitress brought the vegan burger and cheerfully apologised for her mistake. The mood was ruined and my friend also stopped eating to wait for my new food to arrive. I think this was a serious mistake that deserved more than a cheerful apology. Imagine serving meat to a vegetarian, or food that someone is allergic too. Luckily I'm not a strict one. The restaurant could have done so much more than an empty apology, than just like offering a free drink or dessert, especially with the extra wait. Anyway I lost a bit of appetite after the incident, and I ate the vegan burger silently as a task that just needs to be done, without any enjoyment. And yes, I believe the burden is on the restaurant to notice unhappy customers and make it up to them, instead of waiting for customers to tell them directly they are extremely unhappy and would like to be compensated. A cheerful "sorry" doesn't really cut it. After the terrible dinner experience I suggested to get ice-cream to wipe away the unpleasant experience and taste in my mouth. We will most likely never come back to this restaurant.

Update in response to their reply: Maybe my review is not clearly understood in English. But again their reply is similar to their service: a generic reply and empty words. We clearly told them what was wrong immediately and the mood of the evening was definitely ruined. My point again: a simple apology and smiles are not enough when it comes to serious mistakes. I have already suggested some ways the restaurant could have acted better. Good customer service is not just about being friendly and smiling all the time. Their reply convinced me that they don't feel this is a big issue, and we would definitely not return to Bratar.