Gran Caffe - The Dubai Mall — Restaurant in Dubai

This venue has the perfect spot to view the wonderful Dubai Fountains. Sadly, the dining experience was in an entirely different league from its location.

Before posting this, I assure you that I have tried everything to communicate with the manager and operators of the restaurant and just been ignored.

My visit was at the end of March. Consideration and patience was given to a delayed reply, but as of today, I have still not heard from the company and want to warn you about our experience.

I am disappointed and angry with myself for paying for such a disgraceful meal and customer service experience.

Firstly the service, when we were seated, was slow and non-engaging. We were given a smashed and non-responsive iPad to view the menu with no instruction, just a "here you go" approach, this may be fine for some people, but I did not find it particularly intuitive.

While we struggled to negotiate the iPad, no help, assistance, or drinks were offered. Eventually, after beckoning, someone came and took an order. My drink arrived, my wife's didn't, we had to ask again. Then the table was laid, with cutlery for me only. What was my wife supposed to do, use her fingers?

Finally, after nearly an hour, the food arrived, well mine did, again we had to wait for my wife's to be brought out and all the time mine was getting cold.

My wife had a chicken skewer, the whole skewer had been heated, even the handle, she burnt her hand, no appology or help. My pizza was swimming in sauce and soft and soggy.

I tried to get the attention of the waiter and was ignored. I ate some of the pizza, my wife had some and came to same conclusion.

We requested the bill, that came quick enough!

I challenged this with the waiter, I told him it's the worst meal I have ever had in Dubai, he laughed took my money and showed me out.

After not receiving any satisfaction from the onsite staff, I wrote in, received one reply and was the ignored.

So whilst they are in prime position for the dancing fountains which are amazing, I wouldnt go...

We are just at this restaurant whereby having our brunch. The service is awful even though the food is delicious. The waiter had mixed up the order, and we were in three and had asked egg benedict, grilled prawn salad, chicken caesar salad and one omelette. We received two portions of egg benedict, simply one additional but the rest is correct. Once again, instead of two orange juice and a sprite, we received one orange juice and a spirit. Even for the 2nd time, they didn't get it right. For the 3rd time, they had to send another person to retake the soft drinks order. My husband wanted to speak with the manager; hence no one bothered to come and check. There is no even a simple apology for the mistake from the waiter’s side. In a premium location like the Dubai Mall facing the water fountain with delicious food, they degrade their service standards.We are waiting to see if they had charged for their mistake. Will be updating it later...

I need to rate based on the customer service and not the food as desserts and coffee were good. But unfortunately, it was one of the worst customer service experiences i had, i wanted to take a coffee and dessert with my family, since when do i get judged if i want to have dinner or dessert and coffee?? We were not allowed to sit on the front line balcony tables (where there was at least 5 empty tables) i never knew your type of order judges your seating!!! This is one of the worst experiences i had in dubai. The most annoying thing is they tell you reserved but when you arrive they ask you dinner or coffee? And the reserved will be all yours if your want dinner! I complained and mentioned that i will bad review them.. 10 minutes later, they asked to move our table to the front line. A CUSTOMER IS A CUSTOMER WHETHER HE ORDERED A COFFEE OR 100 MEALS. Not fair, a customer should be treated fairly not upon his/her order. I was very...