General Merchants — Restaurant in Belfast

I don’t normally write reviews but was compelled to due to the unbelievably poor service from the male manager at the Antrim Road restaurant. We entered the restaurant on Mother’s Day looking for a table to accommodate a party of 2 adults and 2 children. The male manager advised it would be a 30 minute wait for a table inside or we could avail of a table outside fairly soon. Not wanting to wait, we agreed to take the outside table. It became apparent after a few minutes that 2 adjacent tables for 2, inside the restaurant were becoming available as the customers had finished and paid for their food. I spoke to the male manager and asked if it was possible to put the 2 tables together to accommodate our party. He responded that this was not possible and that our table outside was almost ready. I was taken aback by the abrupt response and lack of explanation, but appreciated that it was very busy and the staff were under pressure. We took our seats outside and were given menus after a short wait and the female server took our drinks order. On waiting for the server to return to take our order, my wife noticed that the same 2 tables inside the restaurant had been merged to accommodate a party of 3 customers that had entered the restaurant just after ourselves. We pointed this out to the female server when she had come to take our food order. During this conversation, the male manager came to our table with our drinks order. My wife relayed the same point to him and asked why it was possible to merge the tables for customers who had come into the restaurant after us and not ourselves. He responded again in an abrupt manner by merely saying that the situation is fluid and ‘things change’ in a busy restaurant. We were flabbergasted by his very direct and inflexible response, lacking in empathy and understanding of our point of view. When we challenged this, he simply repeated that ‘things change’ in a busy restaurant. To our absolute shock and dismay, he asked us if we wanted to continue with our order- no apology, no empathy, no customer service! It was almost like he was going to eject us from ‘his’ restaurant for having the audacity to question his authority. Contrastingly, the female server could not have been nicer. She got us a table inside and ensured we were well looked after for the remainder of our stay while the male manager just ignored us and made no effort to resolve the situation. I can honestly say I have never experienced such poor service in a hospitality setting in my life. The female server, who I understand was the previous manager/superviser, explained that the manager was new to the restaurant. I would have thought he ought to set the service standard for the rest of the team, not in this case. It will come as no surprise that we will not be returning to this restaurant while he is employed there- some...

40 mins. A Promised Table. Awful Experience. Won’t be back to this one.

It is truly a shame I have to write this review. Myself and my girlfriend were very much looking forward to eat lunch here as we have been to another branch and had a great experience. But this time was waaaay different.

Never have I witnessed more oblivious, useless staff in my life. No directions on where to stand once you’re in the door, there seems to be a waiting area in a porch, but no one knew if they were getting a table or not. No staff greeted us, told us how long we would be waiting or asked us if we would like to see a menu while we waited.

Majority of the tables were being used, but it wasn’t overwhelmingly busy so we were unsure why we were getting blanked. There was maybe 3 floor staff on at the time. Eventually a younger gentleman walked past us, we said hello to him to get his attention and he just nodded back and continued doing nothing, moseying about. Another pair of ladies got the attention of a girl and very kindly informed them we arrived beforehand and so should be seated first.

An older gentleman then told us we could have a table outside which was being cleaned. It then took the younger man an baffling amount of time to clear and spray the table, no joke, lifting maybe a set of cutlery at a time. Queues began to build. A couple with a pram came in and are maybe 3 people behind us in the queue. The older gentleman from before who granted us the table then offered the baby couple that table. We thought ok, maybe just a fluke, they probably need it more than we do. This then happened twice more! Each time staff had to repeatedly walk past us in this ‘waiting area’ whilst other people were given tables, never once acknowledging us or bothering...

My visit was ruined by a middle-aged staff member with grey hair who was shockingly rude and aggressive toward me and my 11-year-old niece.

It was to be our last meal together for some time and was completely spoiled.

We arrived for a late lunch and, not realizing there was a queue, walked in and were about to sit down when he rushed over and aggressively informed us that we had to wait like everyone else. His tone and attitude were completely uncalled for and embarrassing in front of the entire restaurant. He was nearly foaming at the mouth. It was very strange and my niece was very upset.

We left without eating, and we won’t be back. This person clearly isn’t suited for hospitality and is damaging what could be a good establishment. Senior Management/Owners should seriously consider their staff...