Smith & Western | Addlestone — Restaurant in Borough of Runnymede

AVOID If YOU HAVE ALLERGIES OR ARE COELIAC!!

We ordered drinks which when arrived my husband's one had a hair in it and my son's coke zero was very watered down (transparent) and didn't taste of anything. We complained to the waitress who then took them away to be made again. The second lot of drinks were no better as there was again another hair in my husband's drink and the coke was still watered down. The waitress then went to make my husband's drink herself and it was better. The coke was never corrected.

By this point our food had arrived. I have coeliac disease and made it very clear that my food needed to be completely gluten free and checked that the chips were fried on their own. I was reassured that everything placed as an 'allergy' order would be cooked in a designated area of the kitchen with no cross contamination. When my plate of food arrived I was told it was the 'allergy' one. After a few mouthfuls I realised there were curly fries (containing gluten) tucked under the fries on my plate.

I complained and the manager came over making excuses. I was told the normal chips were definitely gluten free fried on their own and the curly fries must have fallen off another plate when they were bringing the food over to our table. This didn't make any sense as my husband and son never ordered curly fries and they were underneath the normal fries. I was told I wouldn't be charged for my meal and they tried to offer me something else. By this point I was already feeling sick and I had a major lack of trust with them.

I wasn't given any kind of apology from the manager. Another waitress came over and was sympathetic. She explained that she understood how serious this was and didn't know what else to do. She also said that the barmaid had been asked to tie her hair up but refused.

I ended up vomiting in the toilet. The manager ignored me when I asked for a glass of water. We then walked out without my husband and son eating and we didn't pay. Ended up having to get a bottle of water elsewhere and made our way home.

I have been very poorly still suffering with effects that gluten has on my body. I'm very disgusted by the way things had been handled by the manager.

As a warning for fellow Coeliacs I would avoid and stick to somewhere like Nandos who take these things much...

Well....what a shame! Against my better judgement we decided to eat here today! It started positively, we were greeted and seated very quickly, our waitress was pleasant and gave us ample time to view the menu. I ordered the New Yorker burger for around £15. My partner ordered the steak fajita (medium rare) for nearly £18!!!! And our daughter wanted a chicken burrito (about £16) without any spice at all, the waitress said this was no problem. We also ordered tnt spice chicken wings (about £7) for me and crispy cauliflower (about £7) for my partner. We waited what seemed like an eternity for drinks we ordered when we first arrived (nearly £3.50 for under a pint of diet coke) and then waited almost another lifetime for the food to arrive. I actually had to ask the waitress if she could check on our order as we were about to leave. Low and behold the order came straight to the table. My £15 burger was very small but tasted ok, very underwhelming infact. The fries that came with it were both just cooked and almost raw tasting. My tnt spice wings were just bbq and at this point I had to say something to the waitress. I asked her to check our order and ask the kitchen to give me what I had asked for. When I came back to the table our daughter could not eat her "no spice" burrito because it was swimming in salsa and jalapeños. My partners medium rare steak fajitas were so overdone she could not eat anymore. We only ate what we had as we were so pressed for time and needed to eat something. In an ideal world we would have walked straight out. I complained to the manager who was understanding and offered us a 20% discount and free dessert but there was no chance I was going to accept that. I said we would not be paying for our daughters burrito and they agreed as well as including 20% off but even still £45 for what we had was an utter disgrace. We will never be...

Very much smoke and mirrors!

The restaurant looks fantastic. Clearly there has been a lot of time and money spent in designing the place. Shame the same can’t be said about the food. There is large element of false advertising. Hear me out with this..… Your menu states ‘Stuffed Jalapeños’. There wasn’t enough jalapeño to stuff. A small piece/slice of jalapeño smothered in cheese then wrapped in bread crumbs the deep fried does not match the description on your menu. Loaded skins were cold - very quickly reheated out of the packet from the freezer, with minimal loading. ‘A whole rack of hickory smoked ribs’ - well where do I start with these. First of all the only smoke these ribs had seen were from the sizzled fajitas sat next to them on the pass. No smoke ring no hickory flavour. After speaking to a memeber of staff they openly said they were steamed in the merrychef. So that’s false advertising. Corn on the cob…….well that never materialised and no one know where it was, clear still in the field growing. Ranch beans - I wasn’t aware Heinz baked beans were off a ranch!! Blew my mind!! Coleslaw - clearly from Costco/Bid food

Talking of blowing minds, now this was impressive. From when we sat down to when we were sat back in the car was a grand total of 35 minutes. I am impressed that Ribs, Wings, stuffed jalapeños, corn on the cob (invisible) and fries can be cooked in under 10 mins!! Definitely and addition the fast food restaurant list.

All in all the food was an utter waste of money and to be quite frank embarrassing for you. The restaurant was amazing and the staff were lovely! Why didn’t the food match?? Like I said very much smoke and mirrors! For the prices you charge you should be serving food to the same level as a smoke house. That kind of food would fit the design and ambience of...