Ellis’s — Restaurant in Burnley

Just want to start off by saying our second waitress Danielle was amazing, and Cameron was very nice and professional and that I’ve been to Ellis’ 5+ times and each time was amazing, however this one was not. The food, apart from there being a long hair in the tacos and the order being wrong, was amazing. When we arrived we was stood waiting at the door for 5 minutes, understandable if it was busy but there was 4 tables in, a waitress came over and just rudely asked ‘are you okay’ not a great start. When we was at our table it took another 5-10 minutes to be offered a drink. The menu that was bigged up and posted all over Facebook was not available and was reduced by about 70% when asked why this was the waitress just said ‘I don’t know’, we then asked if there was a kids menu, again, ‘I don’t know’ not even a ‘I’ll go and check’ (this was another waitress we did not have Danielle at this point) when we finally ordered I was told the burger I wanted off the ridiculously reduced menu was not available, something you tell someone when they sit down. I then chose a different burger and asked for no halloumi as I cannot eat it, food came with the biggest chunk of halloumi on the burger and like I said a hair in the taco, drinks are now £2.50 for just a can not a bottle like before also. The rest of the food was amazing but the whole experience was just ruined by rude staff and poor customer service. I’ve never complained at a restaurant in my life but there was just too many things unfortunately, such a shame I was looking forward to it all week and was going to book bottomless brunch but don’t think I’ll bother. Not one person came over to apologise, we did get the tacos knocked off the bill but no fresh ones were offered, will maybe give it a try in a couple of months when hopefully it’s improved but will definitely not be rushing back. I would never post a review like this is the situation was handled correctly and resolved but unfortunately not one senior member of staff looked bothered and never made an effort to talk to us, hopefully it improves so I can go back as this used to be my favourite restaurant, I understand it’s not a 5* gourmet restaurant but when it’s roughly £15 for a burger and chips you expect food without hairs in it and...

Very disappointed in todays visit. My first time trying this place in the new building now its become a pizza place as well as a burger place. I saw it had a special deal on facebook £1 kids meals, £1 pizza slices, £1 milkshakes & £1 hot chocolates. Great! Thought I'd take advantage of the offer and try the place out.... Except it wasn't so great. Upon sitting at our table there was no note on the table explaining the offers on, so we had to ask the waitress, except she didn't know there were any offers on. She told me it was £1 milkshakes and hot chocolates, so I asked about the food in the deal and she had to go and check. Came back and mentioned the £1 kids meals and pizza slices. When I ask what type of pizzas she said only cheese & pepperoni are included. Shame, but fair enough and perhaps she wasn't aware. Ok so we ordered our food, the drinks took a while to come considering it was quite. No kids drinks came out with the kids meals but felt awkward asking for them as we where getting a deal. When the food arrived they had forgotten to bring over a kids meal so had to ask for it to come out. My garlic chicken dirty fries had no garlic on them and they where very disappointing. We asked for the bill and when it came they hadn't given us any money off and tried to charge us full... Felt as if there where hesitant to give us the deals they where advertising all over facebook.... Strange. So awkwardly we had to ask for our bill to be amended and for the correct offer price to be applied. Ok perhaps it is all staff error, or perhaps they where told to charge full if no asked for the discount so perhaps others people that day where paying full price. Anyway yes I know I had discounted food but that doesn't mean you expect less quality from the food or staff. If the service and food would of great, I would of looked to come back paying full price again in future but sadly it's just left a sour taste...

Sadly really disappointed, I asked about the afternoon tea and the price and what was included and was sent a list and a photo which was also shared on social media the previous day. This showed several homemade desserts, following this we booked for 2 days later and preordered the afternoon tea. When it came the desserts were completely different and shop bought one slice of cheesecake and mini brownie bites. The sliders were completely different to the picture shown and for a sharing platter there was an odd number of things like tenders, onion rings etc. A lot of the food wasn’t very warm, the pulled pork just tasted of BBQ sauce and the restaurant itself was really cold, with most people sat there with their coats on. For a £50 price tag it wasn’t worth it and again in every small milkshake to share which would have cost nearly £6. We also asked for sauce and got about 1 tbsp of sauce in a little dish.

Was advised this was the old menu……so why was it shared 2 and 3 days previously with no one mentioning this had changed or food was subject to change. They also said they would change the pictures on fb straight away, that’s also not been done. Very misleading!

The staff knew we weren’t happy but didn’t offer a reduction in price or even a drink. I reached out to their Facebook page, messages were read and not replied to, and I had to message again to get a response, I understand they were closed but don’t read a message and not respond.

We were offered 20% on our next visit, with soft drinks being £4 this wouldn’t even cover a drink each. Sadly we won’t be back, there was 3 tables in so not busy and other tables also sent food back. Such a shame, it had some real potential but absolutely no effort made to make us want to return,...