The Brentwood Kitchen — Restaurant in Brentwood

Firstly, food was fantastic and the staff serving it were very attentive and brilliant. Unfortunately the management lets the place down significantly. I booked a table using their online booking system which charges you £20 as a deposit, fair enough with the current amount of no shows in restaurants, however when I received the bill I expected it to be refunded. It was not. I questioned this with the server who told me it would be refunded to my card within 2 weeks and if not to contact them. 2 weeks came and went so I sent a polite email asking for an update. It was ignored for over a week.

I called the restaurant, no answer, I sent a follow up email. 2 days later I receive a short reply, no apology, just asking me for a contact number so they could call me back. If they'd bothered to read my previous email, they would have seen my booking reference number they would have been able to look up my booking and get my number from there.

I replied within a couple of hours and am now still waiting for an email/phone call or anything back to my account for over a week again. Disgusting administration and customer service skills from whoever is running the place and dealing with queries, they have just decided to keep £20 from me ignore me. I don't live near Brentwood so would have to make a trip especially to sort it out which is ridiculous.

Unfortunately I will not be eating there again, which is a shame as I said the food was great and the staff on hand were brilliant, the management lets the place down...

We've visited Brentwood kitchen before the second lockdown and had a very tasty brunch. We was looking forward to coming back now it has reopened however we have had such a poor experience we probably will not return which is a shame as the ambience, food and drink choice and interiors are lovely.

We ordered a one chicken wrap and one halloumi wrap. The wrap is actually one giant piece of dry and tough flatbread. There was substantial fillings of chicken and halloumi in both wraps however it was inedible due to how dry it was. We just picked out the chicken and halloumi and left most of the bread. The wrap came with crisps too which we had to send back, they tasted like chemicals. The girl next to us also had the wrap and was struggling to eat it.

When the waitress cleared our plate she could clearly see that we hadn't enjoyed the food because of all the food left on plate. She asked if we wanted to take the bread home - we politely declined and said we didn't enjoy any of it it due to the reasons mentioned. She got very defensive and didn't deal with our complaint.

We were offered 20% off when the bill eventually came but this was just mentioned as the receipt was tossed on to the table, there was no apology or any kind of service.

It is a real shame as we have enjoyed eating at Brentwood Kitchen before. The customer service needs to improve as we will not be returning due to how our complaint was handled. The wrap should be better described on the menu to avoid any...

I booked this for my friends birthday on the 3rd November. Had let them know on the booking it was her bday that day. Firstly no one greeted us, a lady was on the phone and kinda signed over there with her head. Another lady showed us our seat. And I said we are early but our reservation was at that time. She said yeah fine. I have been numerous times over the course of a good few years for different reasons, never have I received such bad service. It was like they just forgot about it, drinks order took a while followed by another long wait for the lunch. Oh not to mention clearing the plates took 35 mins. In this time someone else had a bday and something was brought out for them with music in the background, I feel disheartened that my friend assumed I had not done the same for her even though it stated that on the booking, after that I asked for the bill after waiting for so long already was told someone would come when they were free. I think that’s a bit rediculous. I had to do school run and drive back and considering I booked for 12 arrived at 11:15 we left at 2:30. All we had a was two drinks (one of which a gin .. was not served in a gin glass and was only half done with lemonade) and a plate for brunch, everything just took ages. No friendly ness from the staff. Just a bit disheartening....