Eggocentrico - Brunch, Lunch y Café Especialidad — Restaurant in Madrid

A negative experience. Before posting here I wrote the below complaint email to them directly. Rather than try to make it right, they just made excuses. I will not be returning. ——- Hello,

I am writing to complain about my first visit to Eggocentrico yesterday.

Rather than leave you a poor review, I thought it better to write to you directly.

Here are the issues I encountered: The restaurant was completely understaffed. One poor lady trying to serve a restaurant full of people. I think she had pulled one of the kitchen staff up to help serving, but it seemed he didn't know how to work the till, nor serve (I saw him spilling a lady's orange juice). Very long wait time. I visited during lunch and had to wait 40 minutes for my food. This is probably due to understaffing also. Quality of the food. I ordered a burger and hashbrowns. The burger was fine, but the egg was hard when it really should have been cooked soft. The hashbrowns were horrible; dry, strange tasting, and with a small portion. The sauce did not taste of pecorino or truffle. This is not what I would expect of hashbrowns from a brunch restaurant anyway. Just do the basics and do them right. Price. Considering all of the above, to pay 17.80 euros for a burger and hash browns when I can get the best burgers in Madrid for less than that is just not right. I look forward to hearing from you. —— Their reply:

Thank you very much for taking the time to share your experience with us, we truly appreciate it.

We would like to provide you with some context. This week is still considered low season in Madrid, and based on our historical data, y

the other day’s level of demand was not expected.

For this reason, staffing—just like in any restaurant—is carefully aligned with forecasted sales. On top of that, one of our team members scheduled to support the restaurant, unfortunately fell ill and could not come to work. When working with people, these situations can happen, and we always do our best to manage them with professionalism, kindness, and dedication. Our team is very committed, but if someone suddenly gets sick, there is no immediate way to replace them—especially when other staff members are also on holiday.

Regarding the colleague you mentioned: the whole team works together, and this particular team member has plenty of experience also as a waiter. If he spilled a juice while serving, it would only have been because he was moving quickly to help cover the situation, which sometimes happens in a busy service.

As for the waiting times, they were the direct result of this combination: an unusually high demand and an unforeseen absence. We did our best to serve all our guests with the care and professionalism that are our standard.

We were, however, surprised by your comments on the food. Our kitchen follows strict recipes and standards, using only top-quality ingredients, and every dish is prepared fresh to order. We usually receive excellent feedback about our food, which is fully homemade, so we are sorry that it did not meet your expectations on this occasion.

Once again, thank you for your message and feedback—it always helps us improve. Our only goal is for our guests to leave happy, and we hope to welcome you again soon to offer you the true...

16/06/2025 Madrid Nuestra Reseña basada en experiencia profesional en Hospitalidad y Horeca.

Hoy visitamos este lugar que tiene una propuesta muy interesante basada en huevos. Muy buen sitio para sentir relajado , Buena ambiente y musica, Sin embargo, la experiencia que hemos tenido de servicio necesita mejorar.

Al llegar al restaurant la camarera que toma notas “Una Chica Joven con tatuajes” mostró falta de experiencia, atención al cliente y servir. Nos tomó la nota “Zumo natural de Naranja, Ice Macha late, Norgewian y Nordico ” después nos trajo las bebidas una por una y ademas el pedida estaba equivocado, (un iced latte en lugar de un iced matcha, el zumo de naranja no parecía recién exprimido). Al indicarle que no era lo que habíamos solicitado, su reacción fue de sorpresa y algo de resistencia en aceptar el error. Afortunadamente, su compañera “La chica wue hace los drinks” fue mucho más resolutiva y profesional, interviniendo de forma positiva para rectificar rápidamente el pedido y preparar la bebida correcta.

El Matcha latte estaba dulce, aguado y fue servido sin pajita. Al solicitarle a la chica de los tatuajes una, simplemente nos dijo se le terminaron y no tiene más asi tal cual sin ofrecer ninguna alternativa como una cuchara larga o un mezclador pra remover la bebida. Usamos el cuchillo de la mesa para remover la macha.

Durante la comida, accidentalmente se le cayó a mi mujer la bebida al suelo. La camarera “la chica indicada arriba” lo vio pero no reaccionó de forma rápida ni profesional. Se tardó demasiado en comunicarse con su compañera o limpiar el suelo o hacer cualquier movimiento menor y solamente estaba detrás de la barra . Tampoco nos ofreció cambiar de mesa para sentirnos más cómodos, ni ofreció reponer la bebida que cayó al sueño, algo que hubiese sido un buen detalle para el cliente.

Sugerencias de mejora:

• Ofrecer siempre una solución alternativa si falta un producto (como pajitas ect..). • Actuar con rapidez y amabilidad cuando ocurre un accidente. • Ofrecer al cliente sentirse cómodo, incluso cambiar de mesa si es necesario. • Ofrecer reemplazar la bebida en caso de caer al suelo como gesto de buena atención. • Mostrar más disposición, sonreír, y buscar siempre que el cliente se sienta bien atendido.

El restaurante tiene mucho potencial, pero con más formación en atención al cliente la experiencia puede ser mucho...

We had an incredible experience at Eggocentrico Madrid. The food was delicious — creative, beautifully presented, and full of flavor. Every dish was made with care, and the ingredients were super fresh. You can really tell they take pride in what they serve.

What made our visit even more special was the service. Emanuel took such great care of us — he was warm, attentive, and made us feel genuinely welcome. His energy and kindness added so much to the whole experience. Thank you, Emanuel!

We’ll definitely be coming back. Highly recommend this place if you're in Madrid and looking for a top-notch brunch with great vibes and even...