The Grillhouse Rosebank — Restaurant in Gauteng

hi

I was at the Grillhouse in Rosebank with my family on the 10 August in the family dining area of 24 people for my mums 60Th Birthday party. .

When I had called last week to confirm regarding the table ,a lady was very rude to me ,I asked how are the tables long,oval,round? She repeated the same thing by saying IT IS 2tables next to each other and was not very friendly,she was also very irritable that I was asking so many questions but I wanted the evening to be perfect.This already set the mood,that I was not welcome.

From her attitude and rudeness I should of just cancelled but we decided to continue with the party.

The waiters were extremely helpful with helping me decorate but they were not professional when it came to service.

Our guests were very dissatisfied with the food and I reached out to all after the party,the food was less than average.I booked the Grillhouse for my family because I read the good reviews as well as it been rated a top restaurant.

I paid over 11k for poor service ,tasteless, bland , and reheated food?

This is unacceptable. My brother did not like his steak and told the waiter immediately because the way the Tbone Steak was prepared and presented was appalling,my brother told the Waiter Clayton immedialtey and all the waiter said was he can get my brother something else but we will still be charged for the steak because it’s already been prepared and they cant do anything about it.My brother than had to order ANOTHER meal which was the Lamb Shank which was very bland.

That is pathetic service,so if we are unhappy with the meal,we cannot say anything because it was already prepared?

The vegetarian meals were so horrific, giving my guests a plain pita with reheated vegetables? I thought the grillhouse was classy and quality.

I’m very unhappy ,my guests were unhappy and I regret choosing your restaurant to host my mums 60th as this is going to be forever remembered and it will be a bad memory of Horrific food.

My family are cooks and we expected the best but got the complete opposite and to go out and eat standard food was very disappointing and embarrassing especially that I was hosting other people.They are probably thinking it was such a joke for me to choose the Grillhouse.

Your service and quality of food has made a lasting impression on myself and my family and as you know ,word spreads with service like this.

Regards

Candice

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Despite the good food, the thieving nature of Bev and her team, and lack of condoning this type of behaviour by owner Garth left a bad taste in our mouths.

We dined at the Grillhouse Rosebank on April 20th. Although the food and the service were good, there was an issue with the point of sales devices and I was charged twice.

The waitress handed me the point of sales machine and I inserted my card and typed in my pin but the transaction was allegedly unsuccessful as the POS device apparently didn’t accept Amex.

She then handed me a second POS machine but this time the transaction was successful.

When I reviewed my Amex statement, I noticed two transactions for the exact South African rand value, at the same restaurant, a few minutes apart. I therefore suspect that the first transaction was actually also successful

I raised this with the manager Bev who was rather dismissive of my concerns (I have this in writing) and asked me to raise this with Amex instead of checking with both her banks. I emailed the owner Garth who is yet to respond.

Interestingly, another customer called Marlon Roussouw had similar issues with this restaurant and posted a near identical review on google reviews 4 months ago. I wonder how many other patrons have also been cheated in this manner.

I’m summary, if you feel like having a steak in Johannesburg you’d rather go to the Local Grill in Parkhurst or the Butcher Shop in Sandton where you won’t get robbed.

If you must go to the Grillhouse, make sure you either pay with cash or have high end credit card insurance.

Addendum: In response to the owners comment below:

I personally went to the restaurant to share my concerns about being over charged. I was asked to send an email to Bev, which I did. Bev's email was very dismissive. When I responded she did not have the courtesy of emailing me back. When an institution deducts funds from your credit card twice and makes no effort to rectify this, it counts as theft. Yes the owner, Saul Mervis, who is now in Australia, did email me, but there was no sincere apology, remorse or attempt to rectify this. He instead challenged me to refer him to the consumer ombudsman, which in my opinion appears rather arrogant. If you’re going to take offence from the honest reviews of your establishment, either stay off social media or find a...

First of all the restaurant is huge but they took us to a small room far in the back of the restaurant where it was just us and one other small group…which was weird because it was so far from everybody in the restaurant and where all the servers and the ambiance was we were just put there I don’t know why it was really weird. The service began kinda good but when we finish eating nobody was coming anymore we had no servers coming to see us for like 40 minutes, we were tired just wanted to order a coffee and the bill but it was impossible to get service so my boyfriend went in the main room where the like 10-15 servers were to ask for the bill and a coffee baileys…but we never got it…. We had to ask 3 times to random servers passing super fast close from our section to get the coffee and when it arrived they were no baileys in it and it was kinda insulting since the server just keep saying it was in there but the coffee was super black.. we had to argue for a little while before he went and got the bottle to put a shot in front of us in the glass and the coffee became a light brown (cream color) and it was like crazy that they would try to make us believe there’s baileys in it when it couldn’t be clearer that no… it was just a waste of time and annoying. After it took a while again to receive the bill that we had ask also more than once… other than that the food was good, especially the mussels! The bread also was fantastic and warm. Loved the mushroom and spinach. The steak was good as well. The grillhouse sauce for the steak I wouldn’t order again..and the lame shank was a little plain in taste but not bad. Martini was also tasting a little funny. But overall is wasn’t bad. I just felt like they gave all their best at the beginning and they just left us all alone for the longest time by the time we got the main course because we were so far in the restaurant in that little room far from everyone in the dark… it’s like they just forgot we were there...