Browns Bluewater — Restaurant in Dartford

We went to this establishment today since we were shopping in Bluewater and thought we pop in for some lunch. The Manager asked me if I had a reservation of which we did not since we were walk ins. He proceeded to check for a table for us and after a few minutes led us to a table which was a round table and a bit small for 4 people. I asked the waitress if we could be moved to a bigger table of which she said that she would ask the manager and she came back and said that the bigger tables were booked. Five minutes later the Manager came and said he had another table which we were led to and it was exactly the same size but in a different part of the restaurant so not what I had asked for which was a bigger table. Jerry who introduced us as our server was great and friendly we all ordered starters and mains and desserts. The starters took very long to come about 25 - 30 minutes to come and with 2 young hungry children this was unacceptable. The food itself was good when it finally arrived. All in all food was good and service specifically from Jerry was very good. Unfortunately I cannot same for the Manager of the establishment who was not friendly and didn't treat us very well considering we spent £140 for lunch. Even when we were leaving after paying the bill and walking past the Manager at the front part he did not even say anything like thanks for your custom please come again or anything you would expect the Manager of the restaurant would say. Will not be going back to this restaurant again due to the Manager. What was even worse was he said that tables were all booked and we only had a short window to eat our meal in 1 hour and 45 minutes instead of the 2 hours he has said and finding out from Jerry that there had been accident of the A2 so customers who had booked had cancelled their booking so basically we could have got a bigger table as well after all.

So very poor from the Manager and he may need to go back getting trained how to meet and greet customers and showing appreciation for their custom at the end when a customer is leaving may help retain customers.

I myself will be taking my custom else where which is a shame since I have gone to the Browns in Brighton where we are from and have had a great...

SCAM Rewards App and Terrible Customer Service

Had been scanning rewards code in the app for at least 4-6 visits with no rewards ever appearing on app.

Visited on 17th November 2023. Had 4 out of 4 stamps so assumed £25 off. No discount when scanned. No reward voucher. Stamps reset to 1 out of 4 with still no discount voucher.

Contacted customer service enquiring why no discounts were applied after multiple visits. Was asked to provide receipts for each visit to prove I went. Why can’t they just check the dates when the app was scanned? Obviously didn’t save all my receipts in the expectation that the reward app would SCAM me. Luckily had taken screenshots of the 4 stamps on app and then it went back to 1 star with no voucher issued. Sent to customer service, heard nothing back.

Then about two weeks later, three vouchers appeared in the app, nothing back from customer services. All vouchers needed to be used in February, so only had 1 month to use all the vouchers. Visited in February, asked the restaurant to apply two vouchers as I was unable to use on previous visits as the app had not displayed them. Eventually Manager came out, had an attitude like I was trying to scam them. Really poor customer service both from Mitchells & Butlers Customer Service, which I can only assume is offshore customer service, due to their complete lack of interest in resolving the issue, and the Manager of Brown’s Bluewater who treated me like I was trying to scam them and completely uninterested in entertaining they were at fault. Will never visit again, which is a shame as staff are great and food is generally good. Shame you haven’t implemented the same standards across your management and...

Bluewater …… As always the decor is beautiful …. However the last few times we have been the kitchen has gone down hill. We used to enjoy ‘the best’ Sunday roast but after 3 disappointing Sunday’s in a row we stopped coming. My mum is down from the lakes for a late Mother’s Day (she’s on oxygen and visibly frail) so I booked 6 of us and asked for 1 afternoon tea for her.

Straight away the waitress looked shocked and asked did I book the tea?! I said yes and she said right should be ok but she’d have to check with the kitchen.

We asked for the tea first but it came with (the okay) mains.

She was not offered a drink top up (neither were we offered drinks we had to ask).

Anyway we all had a nice time until my mum asked when the scones were arriving? We asked the 3 staff having their little gossip by the til (place was empty to be fair) and they said the 2 rock cake type things were scones. They were solid like a brick.

Our waitress said she’d remove them (strange) then promptly returned having nuked them in the microwave!

A new waiter came over and said the menu changed 5 days ago hence there not being a fruit scone and them not resembling scones in any way!

He then went away and came back to offer her a ‘free’ hot drink (she doesn’t drink alcohol so didn’t need any free drink of any sort.

When the bill arrived we’d been charged £3 for her cup of tea! (This was taken off after I told them)

£196 (inc service charge they didn’t deserve) and we won’t be back but I wanted to say how dreadful bluewater browns has become in service and...