Ottolenghi Bicester Village — Restaurant in Cherwell District

As huge fans of the Ottolenghi restaurant in Islington, my partner and I were delighted to see them open in Bicester Village. We were eating there on a near-weekly basis, often with friends. Although the food and service could be inconsistent, we chalked it up to them being a new spot, and we found many of the staff to be friendly and welcoming.

However, on Monday, September 2nd, we had a deeply upsetting experience. I ordered the Portobello mushroom and butterbean hummus dish, which I had enjoyed many times before. This time, though, the mushrooms were different—undercooked and missing their usual marinated flavor. Even worse, as I was eating, I felt an unpleasant crunch in my mouth. Upon inspection, I found a snail in my dish, which I had partially eaten. As a vegetarian, this was beyond distressing, and no one wants their food contaminated like this.

The manager was apologetic and didn't charge us for the meal, though we left without eating our mains or drinks. I provided my phone number and email at the manager’s request, but I was truly shaken by the incident. Later that night, I woke up in a panic, worrying about the potential health risks of ingesting a live snail. A quick search revealed that snails can carry rat lungworm, a potentially fatal parasite. I followed NHS advice and contacted my GP, who immediately prescribed medication as a precaution.

The next day, I emailed Ottolenghi's head office and received a response saying they'd forwarded my email to the Bicester Village location. Given the seriousness of the situation, I expected head office to handle this personally. Instead, I received a request from the general manager for a copy of my prescription, which I found odd, but I complied. I was told they were investigating the matter and that I would be hearing from them soon.

It has now been 28 days since the incident and 11 days since my follow-up email, and I have yet to receive any further communication from them, despite being told I would hear from them soon. The lack of communication is appalling. I feel completely ignored by Ottolenghi, and this experience has left me deeply distressed. It seems like they don't care about their customers' well-being or safety. I am incredibly disappointed and won't...

A Culinary Oasis! An Unforgettable Experience at Ottolenghi Bicester Village Stepping into Ottolenghi Bicester Village is like being transported to a vibrant, flavour-filled paradise. From the moment you arrive, you're greeted with a warmth and efficiency that immediately sets the tone for an exceptional dining experience. This isn't just a meal; it's a celebration of ingredients, colour, and exquisite taste. The counter, laden with an utterly stunning display of salads, pastries, and cakes, is a work of art in itself. Each dish is a testament to Ottolenghi's renowned culinary philosophy – fresh, innovative, and bursting with incredible flavours that dance on your palate. Whether you're a vegetarian or a dedicated meat-lover, the extensive menu offers a truly impressive selection, ensuring something to delight every preference. We indulged in a variety of dishes, and each one surpassed expectations. The Shakshuka was simply sublime – perfectly braised eggs in a rich, spiced tomato sauce, ideal for dipping with their wonderfully fluffy focaccia. The vibrant salads, with their ingenious combinations of roasted vegetables, herbs, and unexpected dressings, were truly a highlight. And of course, no visit is complete without sampling their legendary sweet treats. The passion fruit meringue tart was a particular triumph, a perfect balance of tart and sweet that left us utterly satisfied. Beyond the sensational food, the atmosphere is simply lovely. The spacious and beautifully designed interior, complemented by an inviting outdoor terrace, provides a relaxed yet elegant setting. What truly elevated our visit, however, was the impeccable service. The staff were incredibly friendly, knowledgeable, and genuinely enthusiastic about the food, guiding us through the menu with helpful recommendations and ensuring every need was met with a smile. Ottolenghi Bicester Village is more than just a restaurant; it's a destination in itself. It's the perfect spot to refuel and savour extraordinary food after a day of shopping, or simply to make a special trip for an unparalleled culinary adventure. We left feeling utterly nourished, inspired, and already planning our next visit. A truly...

I’m writing to share my disappointment following a recent visit to your restaurant. I had high hopes, especially given the reputation attached to your name, but sadly the experience fell far short – in several ways.

Ambience: The setting was uninspired and frankly dull. There was no warmth, no theme, no personality. The industrial feel didn’t work – it just felt unfinished. The freestanding chairs were not only uncomfortable but oddly low for the table, making the whole dining setup feel awkward and unsophisticated.

Service: Service was equally underwhelming. The female manager on duty was cold and unhelpful – not rude, but certainly not welcoming. The younger staff seemed unsure of themselves and poorly trained. At no point did it feel like we were being properly looked after.

Food: As for the food – the reason we came in the first place – again, disappointing. My starter (the cured salmon dish) arrived looking more like a nibbles plate. The portion was tiny and the majority of the plate was bulked up with seeded crackers – not what I expect for a starter at that price point.

The main (chicken shawarma) was just… ok. It looked like a pile of components chucked together – couscous, cabbage, hummus, chicken, all stacked up in indistinct layers. No finesse, no presentation, and far too many strong flavours muddling together. There was no clarity to the dish. Frankly, I wouldn’t serve it to guests at home, let alone in a restaurant with Ottolenghi’s name above the door.

One more thing – charging for tap water is just shameful. At this level of dining, that shouldn’t be happening. It leaves a sour taste (and not the good kind).

All in all, the experience felt out of touch with what Ottolenghi is supposed to be about: bold but refined food, served with warmth and care in a stylish setting. This felt like a knock-off version. I left disappointed and frankly embarrassed that I’d brought a guest with high expectations.

I hope this feedback is taken constructively, because I do think you can do better...