Molo Lounge — Restaurant in England

Excellent food ruined by atrocious customer service

Molo Lounge has a sophisticated yet chilled out atmosphere with quality food. Unfortunately a recent family visit for Sunday brunch was marred by an incident with the manager that was not just poor customer service but was downright bizarre.

My daughter and I ordered the same main with the same side. When the food came out, it was missing one of the main parts of the dish. I told our server and she informed us that the kitchen was out of the necessary ingredients. These things happen, but we should have been informed when we placed our order - had I known this wasn’t available I would have gotten a different dish. The server was apologetic and offered to get us each a side on the house, but because we had already ordered sides I asked to be refunded the cost of those sides. She agreed.

A few minutes later, we experienced some of the most hostile customer service of our lives. The manager strides up and informs us that she will not refund both sides because it is not her fault that the ingredients were not in stock. I asked her if she was aware of the situation: that we ordered two dishes but were not served what we ordered because the kitchen was out of it, and that we were not made aware of this until the food showed up at the table. I further explained that we had been offered free sides, and that the sides we had previously ordered should count as those sides. But she was not in the mood for discussion, and dismissively said she would only refund one side. I even checked with her whether she was willing to get a poor review simply to avoid paying £1.50 that had already been agreed to be paid by another member of staff (not to mention we paid full price for a dish which was only partially served to us).

Tldr we were not informed that a main component of a dish was unavailable when we ordered it and were subsequently served only a partial meal, and then the manager took back compensation that had been offered by our server. The worst part was the manager’s...

Alright hear me now, I got a Lounge Bacon Cheeseburger with brisket beef, fries and sticky toffee pudding. The ambiance is a very warm, artsy vibe where you can come relax and read a book, work or have a catch up with friends.

Fries

The fries were a beautiful combination of fluffy on the inside and crispy on the outside. They were so good I thought they didn’t even give us enough, it was like they were teasing me. The were perfectly salted to taste and paired really well with their barbecue sauce. 8.2/10

Lounge bacon cheeseburger

When I looked at the burger I knew the potential of it to be a bit messy as it was such a hefty burger with a decent amount of weight to it. The beef brisket was flavoured beautifully and with that soft beef brisket that I added the flavours were literally melting in my mouth. A symphony of wonder if I may so myself, I was honestly shocked at the level of class this burger m showed. The streaky bacon added that depth of meaty goodness that took this burger to new heights. In my opinion the tomatoes and lettuce were not needed and they should just put the beef brisket in from the start as without I feel like you would be missing out on a whole experience. 8.5/10

Sticky toffee pudding

This was the spongiest and lightest pudding I had ever tasted, the ice cream arrived already melting as the warm pud attempted to soothe our souls with its warm and sweet salted caramel sauce. I do think that it was a bit too sweet for my liking and came close to being sickly sweet but it wasn’t too bad it’s just not my cup of tea. 5.5/10

Overall rating is a 9 out of 10 an introverts dream especially with the downstairs part where you aren’t starred by onlooker through the big glass windows and aren’t disturbed by the loud music and can have a proper conversation , with great food to go along with it, absolutely sensational!!

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Was not pleased at all. Lived in Southend many years then recently visited and had a lunch with an old friend whom lives in Southend. We were greeted with a friendly member of staff presented a table than Had to order our meals & drinks from the bar...I asked why? We are both mature age people why just can't you take orders from us whilst we are enjoying our aperitif drinks?was told company policy!

(So feel like Chicken nando's)

So two 50 plus men had to march to the bar ordered drinks+meals

My friend was more then happy with his butter milk chicken meal but I was not happy with my steak .

So when you order a meal which is the most expensive meal on the menu then you would expect bits with it but sadly the management expect you to pay extra foods.

I'm not trying to destroy someone else's business image but this is not an old fashion type place to dine & wine.I would have walk 250 yards away and have a juicy Steak at last Post pub with a half price!

Felt they charge you London price for a lunch meal.

Lively place but Very loud music Nicotine smells coming through the basement (had to exchange words with a waiter's about it) The bottle of water was not different then the tap water I asked my friend to taste it for me and he was agreed.

This place is full of energy lunch time is so difficult to find table...congratulations to the management team they have a very young energetic members of staffs They don't have dress codes at all shorts and top so all their tattoos visible ...looks like Latino theme type of place maybe they wants to create a stress free work environment for their staff , on the menu there are everything from USA to GREECE! Can't imagine a chef prepares Meals from Japan & USA & Greece etc but congratulations to them. Anyway They won't be short of customers sure that but I won't be...