Pinto Lounge — Restaurant in Cherwell District

Fully appreciate that many places suffer with staff sickness/shortage, however that doesn’t mean that customer service levels have to drop. Waited at the door for 5 mins to be seated - not an issue but we weren’t even acknowledged by the staff. 2/3 had walked past. Saw past this, not a major issue, even though it wasn’t too busy. The waitress was friendly enough, seated us and explained there was a 20 minute wait for food. Not an issue at all. I queued up to order around 10 mins after deciding on what we wanted. 5 mins in the queue to order, not an issue as we weren’t in a rush. When I got to the counter I asked the lady how she was doing… I received a a disgruntled response. I then proceeded with my 3 year old daughters order. To which the delightful lady behind the counter responded ‘How long have you been here?’ Slightly confused as to why she was asking that, I responded ‘we have just arrived’. I was then told that I had to wait 15 minutes to order our food as they only had one chef and he cannot handle any more tickets coming through. No problem with this process. However I wasn’t told this on arrival - which I explained. She then told me ‘I should have been told’ - almost blaming me for the issue. In hindsight I should have explained I waited 5 mins to be seated, 10 mins to decide on order and 5 mins to queue up. However I was shocked at the dire level of customer service I had received. We decided to go elsewhere. It’s a shame as we have always enjoyed the food here but we probably won’t go back. It’s never an issue if you have to wait or follow a process due to staff shortage, however, if you work in a restaurant, I would have thought there would be basic customer service training. The staff in there need some direction, support or training. Maybe I caught her on a bad day, but not really the issue. The whole situation could have been dealt with in a much more professional and customer friendly way. 2 stars as it’s always been...

Wasn't going to do this but this is twice now the service has been poor. Came in on Saturday morning for breakfast. Decided to pay and order at the till as last time apparently the excuse was my order got lost in the system (still received poor service by staff).

So purchased two meals, one coke and a latte. I received the coke and waited for the hot drink. After around 5 minutes i was told that they would bring the drink over to us.

While sat waiting for the hot drink i saw other tables go up and order then receive their drinks. What annoyed me most was the order after me ordered lattes too and received them ( i heard the manager say lattes). My wife had been waiting for her drink probably close to 15 minutes now

When the staff member served our food i did make a point of pointing out all the tables that have received their drinks before us (6 tables if i remember). She said she would find out what has happened. Came back minutes later to say unsure what's happened looks like it was missed. While waiting still saw few drinks being taken to other customers. Manager was doing most of the waitering and i was looking forward to having a polite word (stating i've received poor service again). But a young male came over with it. Too which i decided i would have a word as its not his fault.

As for the food. Both mine and the wife's food wasn't the warmest. Don't get me wrong it tasted ok but if it would have been hot i would have enjoyed it more. i had the lounge eggs with spinach and mushrooms. Price was steep for what was put in front of me. But its expected at pinto lounge.

I felt like i had to say something as all i hear is bad things about the service people receive at pinto lounge. I don't think i will be returning soon. Amazing but you receive better service...

Been to Pinto Lounge a lot and always get good service and food. The last visit, however, was not as expected. We both had Bang Bang noodles and I have to say that this dish is awful and should be removed from the menu immediately. The menu suggest a reasonable healthy dish with noodles and various green veg, what we got was a bowl of over cooked stodge. The tender stem brocoli, sugar snap peas etc were brown, the noodles were so over cooked they were inedible. The chicken was the only edible part of this dish, and to make matters worse when a waiter asked if all was ok and I said no, the dish is over cooked, he didn't apologies he just asked if he should take my plate away. We then had a dessert as we had eaten hardly anything of the main, and plumped for salted caramel cheesecake, once again very substandard. The 'cheesecake' was like buttercream icing, and didn't resemble cheesecake in anyway, it was overly sickly and not a good dessert. If this had been the first visit to Pinto Lounge it would have been our last, but all previous visits had been absolutely fine. The staff were as usual very good, but could do with some extra training on how to deal with clients that are not satisfied with their food. We will be back as we have had a good experience on all previous visits. Please do take the noodles and the cheesecake off the menu they are doing...