Newhaven Quay Brewers Fayre — Restaurant in City of Edinburgh

I hate complaining but what happened was honestly unbelievable.. First, my order was taken wrong and when we got the receipt it said the wrong information making us think what i had ordered was coming. Second, one of the dishes that i had ordered was sent to someone else meaning i never actually got the dish until i had to ask why was it taking so long. Third, i ordered 2 of the same thing (this was placed in my receipt) but only one came and the other wasn't actually put into the order system meaning i had to ask for that dish again.Fourth, my mum found a piece of hair in her fish (you could literally see pieces of batter and fish stuck on it) but the waitress didn't believe us and was very accusing saying how there was only short haired chefs in the kitchen even though many people walk in and out of the kitchen. The waitress then came back with a new plate of fish and chips and had the audacity to tell us "Be careful with your hair style we won't be able to exchange it again" basically accusing us of framing the whole situation. When we were about to leave another employee asked if we were ok. We tried explaining the whole situation but then that the same waitress came back and again basically accused us of framing the hair in the fish and then apolagized saying "we hope to see you guys again" (by this time the whole kitchens staff had came out and just watched and not do anything) not sounding genuine whatsoever. Then lastly the most horrific thing they did was accuse MY dad of taking photos of them even though my dad literally walked out the restaurant quickly and it was almost impossible for him to take photos and if they kept repeating about how they took photos and said to us its illigal and they could call the police over. Mum checked his phone once we got out the store and there was NO photos at all. The food wasn't even worth any of that either burnt sweet potato fries and a dry patty for the burger....

We turned up just before 5pm, were shown to our table by a young man wearing a bandana. The man casually informed us we order at the bar. We did just that and paid in cash at the till. No receipts were given as the printing machine was not working (as we were told). We returned to our seats. I kind of got chatting and getting distracted but then realised other people around us were getting their orders before us. Well, I checked the time and discovered we had been waiting over an hour! I went to the bar and told the gentleman with the bandana. He looked confused when we told him our table number, in fact, he looked confused, lost and aimless most of the time I saw him walking around.

Well, they had forgotten our order. We received the drinks pretty quickly, but the food was definitely not forthcoming. One of the ladies working there was incredibly apologetic and asked us if we had a receipt. She understood when we said we didn’t have one, and she said herself the machine was not working. She ordered our food and it came to us quicker than 10 minutes. The lady really was very apologetic.

The food was mediocre. It was okay, but nothing special.

After the meal, and having to remind them again to bring the desert, we were kindly refunded the full cost as compensation for having to wait. - This was a good outcome.

Still, the young bandanna wearing member of staff who was walking round aimlessly just looked to me to be in the wrong job. It just looks really strange, seeing him repeatedly walk into an area and pause, then turn round and walk out again, completely empty-handed, while all the staff were rushing around with meals, drinks, or collecting dishes.

To summarise, if you do get the food on time, it is okay, just okay. But if you do come across the member of staff I mentioned, I just hope he has learned the ropes a little more, or...

Breakfast at the pub is very good value for money. There are plenty of options. Poached and boiled eggs cooked to order. I was stuffed.

The main menu, on the other hand. Is a pretty standard pub chain menu. Most meals cooked with a microwave. Quality and freshness are not there. Restaurant was freezing cold. I sat in my coat. I couldn't get warm. Service was non-existent. 3 staff managing front of house. 1 manager. 1 food server. 1 bar server. Who happened to vanish and the manager couldn't find them. The manager was flooded with complaints. In particular about burgers. Lots went back to the kitchen. There is no host to seat tables. So it was a free for all. I waited at least 10-15 mins before the manager served me at the bar. As a queue was forming. But was trying to deal with complaints at the same the same time.

Food ordered: fish and chips - semt ok. Chicken Tikka - curry and rice fine. Naan bread solid. Poppadom very soft. Roly Poly and custard. Too much pastry/ suet, not enough jam. Scrimped a bit on the custard

Atmosphere was not great. 1st night, one table was drunk and loud. 2nd night, a guy pacing up and down constantly complaining to staff, pushing in at the bar. Always on the phone threatening people. This pub is meant to be a family pub with soft play. They hold birthday parties. We've been many times before food, atmosphere, and service have never been an issue. But it's changed for the worst. I wouldn't take my family there now for a meal.

An alarm kept going off. Staff would fix it. Then it starts again

Needs a new refit. Carpet held together by tape in places. The toilets were very clean. The only plus point. They get 2 stats because their...