GRILL HOUSE by marlowes cafe - Hemel Hempstead — Restaurant in Dacorum

I have just had a lunch here with colleagues. I have visited this café numerous times before as it is close to my office and always had a pleasant experience. Today I ordered the chicken wrap. Halfway through wrap I noticed it was very soggy and wet and I realised that regular tomatoes were used instead of sundried tomato that is had on the menu, but that wasn't a major issue for me. I am not someone that would complain easily. However on the last half of the wrap, I cut a piece of chicken in half as it was larger than bite size and the chicken was bright pink in the middle. At this point I took the plate to a nearby waitress as I was worried I had been eating raw chicken. She looked at the meat cut on my plate, apologised immediately, and took the plate to the kitchen. A few minutes later she returned and said she had spoken to the chef, she apologised again, and said this would be removed from the bill. I accepted this and thanked her. A few minutes later, the chef came out and acknowledged that he had used the wrong tomatoes. He queried why I had eaten so much if I didnt think it was cooked, so I explained it to him. He disappeared and I thought no more of it. I then went to settle the bill for my drink and was told at the till that I also had to pay for the wrap. I let the lady serving know that it should have been removed and she replied that no, as i had eaten too much of it, I had to pay for it. I was shocked and tried to explain that the waitress informed me it would be removed, and I explained what happened AGAIN. Then the chef appeared and stated that I had to pay for this because I had eaten a lot of it. I again explained the situation making clear that I felt the chicken was not cooked and had I realised it sooner, of course I wouldn't have eaten it. The meat was in a seasoning and combined with vegetables so there was no way to tell unless you take the wrap apart and disect it. At the till he was rude, talked over me, and was sarcastic to me in front of my colleagues. The situation was embarrassing and frustrating. I paid for the wet, raw wrap so that I could just leave the cafe. but I will not be returning and will advise my colleagues who also frequent the cafe regularly of...

Absolutely superb. I called in here while working on an event in the area as I had the morning off. From entering the cafe I was greeted with bubbly smile and asked if I wanted to eat in. It was a great welcome and completely set the tone for my morning coffee and breakfast. As I sat I observed the team in particular the young girl who was waiting on. If you ever want to see how a coffee shop should be run come here. Sadly I didn't get her name. But she greeted every local, remembering there usual order and relaying it to the barista. She worked every single table balancing orders with delivery not forgetting a single order. When my latte was nearing its end, she realised and politely and professionally asked if I wanted another. A perfect balance of friendliness and service. The food was exceptional for the price. When an elderly gentleman got up to leave, in an endearing way she asked if he was ok to get to his car. Seriously the level of service here was exceptional. I'm presuming the girl was employed as she mentioned her shift in passing, but the way she worked this place she could have quite easily been an exceptional owner. An absolute credit to this place. I would certainly be...

Sadly felt very let down. I have been here a few times and always thought what lovely staff and how good the food is. However, on my last vist we were put on a table for 4 people and were right at the back. The chairs are so very hard and uncomfortable for sitting and resting you back against especially for me as i have inoperable severe Scoliosis with Stenosis which causes constant Sciatica 24/7 I noticed that a table next to us became free. This was also a table for 4. So i looked at the waitress and asked if i could move over as the seating was much better. She nodded and we moved. Within a moment the other waitress came over and told us to go back to where we were seated and said we need a table for 6. Well the seats we moved over to was only for 4. Plus there was another 2 lots of 4 that only had 2 people on there and that had become vacant. So we decided to leave. I thought the waitress was really harsh and the other one that approved the moved just didnt say or do anything and i felt like i had been picked on. So we voted with our feet and left. I dont think i will ever return there again Sorry but I cant comment in any other sections and my stay was...