Los Gatos — Restaurant in England

The most awful treatment I've ever experienced in a restaurant! Management and staff have appalling, arrogant attitude and treat customers like dirt.

I popped into Los Gatos with my partner (for an unplanned bite to eat and drink after a day in Bath) on her Birthday.

The atmosphere was buzzing, place busy and we sat down excited!!!... The table we sat down on had a sign, telling customers to "sit here"...

Moments later, four people entered the restaurant and sat on the table next to us.

A waitress then asked ny partner and I to move from the table to allow the four people to sit! Despite the fact we had sat down first.

We were then told by the waitress that despite being first to enter and sit down in the restaurant, because there was a larger group, they take priority and would be served, and that we would not.

We were then asked to vacate the table to give the four people whod just entered the restaurant space. Meaning we had to stand! I tried do complain to the manager, who was sat drinking a glass of red wine smirking with arrogance at the situation and saying nothing. (Yes, at this point my blood was boiling!)

As any normal person in that situation I reacted and started complaining. This was interpreted by staff, not as a justifiable customer frustration, but that we were causing a disturbance! We were then told to leave! I then admittedly raised my voice in frustration at what had happened, at which point the waitress threatened the police if we did not leave.

So in summary, after coming inside in a birthday high with my fiance, with best of intentions and excitement about the evening ahead. It was completely ruined by the greed of the staff/business, lack of empathy after throwing us off our table to serve other customers and then the threats of police etc. I've used to run restaurants, cafes... I would NEVER remove a customer from their seat and prevent them from ordering food, in order to squeeze an extra few quid by serving a slightly larger group.

A total disgrace. I will spreading the word far and wide about this. I dont think I've ever been so angry about a dining experience.

Additionally, reading through all of the reviews here. Anyone who leaves a comment with any kind of critique seems to be met by a defensive, patronising attitude from 'owner Phil'

A word of advice, Phil - try listening to and sympathising with negative feedback, rather than ridicule it. (If in any doubt, I would urge others to look at the complaints here from customers, and how 'mr customer service himself', Phil the owner, chooses to respond. Disgusting attitude.) Example of one "Sam, Sorry if Los Gatos is not the place for you. What would you have us do to make it better? Less people? Less choice? Less staff? Less service? More unemployed people...

A really sad and disappointing review to give after using this restaurant many times on numerous occasions and recommending it to friends and family over the years, only to be met with poor customer service and communication.

I had placed an order for a birthday treat on Just Eat at approximately 7 PM. The estimated delivery time was 7:25-7:45 PM. This was perfect, and I wouldn’t have to wait long. 7:45 PM came and went, so I decided to check the order and clicked on the app, which now advised 8:50 PM.

I then decided to call the restaurant, but there was no answer. I continued to call up to 10 times, and my partner tried as well; again, there was no answer on any of the calls. Finally, at 8:30 PM, I received a call from a mobile number that was from the restaurant. They informed me that my food was ready at 7:30 PM, but there were no Just Eat drivers available. I understood it wasn’t their fault, but I explained that I was disappointed my food had been sitting on the counter for over an hour, and no one had called me or answered the phone to let me know the current situation. He then advised that they are a busy restaurant and he would wait a further 10 minutes for the delivery driver to arrive. I replied that I wasn’t happy with that outcome, as my food would be cold and had been sitting for over an hour without being informed of the changes or the delay.

He then informed me that the food had been ready since 8 PM, which conflicted with what was just relayed. I told him I was not happy, and he offered to remake the food if the driver didn’t arrive within 10 minutes. I told him I no longer wanted the food, as I did not trust that it would be recooked. He told me he could not offer a refund and that I would need to contact Just Eat. I acknowledged that I understood but felt disappointed as I was hungry and really looked forward to this meal as a birthday treat.

Only then did he offer an apology and reiterate that the restaurant was busy. I acknowledged this but expressed my feelings about the poor level of service and the lack of updates during the hour of waiting. Had I been informed that my food was ready but awaiting pickup, my husband could have collected it, which would have prevented my disappointment. Ultimately, I felt that the restaurant did not provide adequate customer service or sufficient apologies for the lack of communication. While I understand the challenges of having no available Just Eat driver, the failure to answer phone calls and keep customers informed was disappointing. This experience has been overall quite...

Me and my mum came to Los Gatos for an evening birthday meal and were very happy with the service, quality of food and general ambiance of the restaurant. Greeted at the door by Tiago who subtlety let me know they had a small cake and ice cream for my mum which was a very pleasant surprise and greatly appreciated.

We started by ordering some sangria, the litre suggested my the lady waiter lasted us the evening and was delicious.

Then for food we had the: Calamares Fritos (Lf), Pulpo Gallego (Gf) (LF), Arroz con Pollo (GF), Croquetas del Dia and the Ensalada.

Thomas was the waiter who took our food, making lovely conversation and learnt a bit of Spanish from my mum too xD.

My mum being a little Spanish lady was quite satisfied with the quality and authenticity of the dishes.

Lastly came over some of the waiters to sing happy birthday with the desert which was very heartwarming to have, along with a shot of limoncello after that which was very head warming.

Out first experience at Los Gatos and definitely not our last. The number one spot in Swindon for Spanish food, I thank everyone who worked for making it such a special night for my mum.

Cant wait to come back, much...