BrewDog Edinburgh Lothian Road — Restaurant in City of Edinburgh

RETURN VISIT: I don’t normally bother complaining on review sites, when I’ve had a bad experience (it normally ensures a few ‘plastic smiles’, maybe a free side or if you’re lucky and the joint has wind in its sails that day, maybe a free drink), but having really wanted to fall in love with BrewDog (self-confessed beer and wings virtuoso) I made an exception.

BrewDog’s management (Andrew) quick response to my experience made me gamble the most scared of nights (Friday!) on a return visit, and how did it go? BrewDog are the epitome of customer service trailblazing!

Arrived to warm, sincere smiles, quickly ushered to a Goliath-sized booth, before the suggestion of Clear Water larger was offered to compliment our chicken wing order. The kitchen somehow defied physics and went into time-lapse mode; wings arrived in less than 5-min and were perfectly crispy, sweet, sticky morsels. As for the Clean Water larger, if hops could cry tears of joy, this larger would be it, delicious!

Our two servers were engaging, enthusiastic and we even got the only science lesson I’ll ever remember, although it did involve talking us through a flight of beers and explaining their profiles, but not in a pretentious way.

BrewDog did a wonderful job of showcasing the entire experience and saying sorry so profoundly for the previous disappointing experience. Thank you.

FIRST VISIT: Pre-booked for Wings Wednesday at 5pm 20-Mar-19 (place was v.quiet when I promptly arrived). Friendly smiled server seated me in arguably the most visible part of the restaurant, before inviting me to look at the menu. 25min later and no one came to so much as take a drinks order, despite trying to flag down someone. Meanwhile larger parties arrived and served drinks and food, whilst I sat feeling abandoned. Gave up after 25min and left, but not before asking server on the door if I could speak to a manager, before replying “We have quite a few, which...

Went in last week so covid restrictions in place. Had a table, wearing masks and ordering drinks through the app.

Ordered loads of different beers and was brought over whatever was available: loads of the selection wasn't available, wasn't told in advance and was charged for the drinks we ordered which were more than the price of what we got.

Spoke to the staff about it and asked about getting the money refunded and paying for what we got instead.

Staff were rude AF to begin with like it was such an inconvenience to be charged for correct drinks. Common sense would have told you that if you didn't have the drinks, you'd walk up to the tables and tell them, stating what was available and then there wouldn't be a problem and everyone is happy. Very poor customer service. As this problem kept happening throughout the night, the staff just appeared with drinks and said they'd refund the prices and seeming exacerbated by it, as were we. Still don't even know if we paid the correct amount and I wonder how much the pub is raking in cos of this easily fixed issue.

Pal I was with is a stockholder in Brew Dog, we're in Brew Dog regularly (before lockdown) and buy Brew Dog products all the time. Shouldn't have to be left with a nasty taste in our mouths over this when there's generally a positive outlook with the pub. This was our first night out, catching up with a pal since lockdown and we left with a pretty dissatisfied feeling and will think about going elsewhere for a midweek catch up with old friends.

Some common sense, more tact and professionalism wouldn't go amiss with...

I would like to share my experience of ordering a takeaway from Brewdog and can advise everyone to refrain from doing so!

The food was delivered very late and was cold. The condition of the burgers was pretty bad and the fries portions were tiny.

Some 30-35min after ordering the food, the first delivery driver picked it up. 10min after picking the food he phoned me asking for my address and saying that he is 2 miles away from my address and he got it wrong. When I confirmed my address he advised that it is too far away for him and he will not deliver the food. This is not what you expect to hear from the delivery driver! The ordered food was then returned to the restaurant for another driver to pick up and deliver. About 30min after the food arrived cold, the fries portions were tiny and the burgers were squashed and cold. Very unpleasant food experience, to the point where we had to pick up food from another restaurant and spent twice the money.

This service was very unacceptable by both just eat and brewdog. After a 40min conversation on the phone with a customer service advisor of just-eat, there was no resolution and I was offered £20 account credit for the order of £42.50. Today I was contacted by a supervisory who offered again £20 and did not acknowledge the fact that the order was £42, food was appalling and I spent 50min on the phone with your colleagues.

Worst takeaway food...