Reubens — Restaurant in England

Absolutely horrific experience at Reuben’s. We dined as a family four - two adults, two young children.

We were greeted by a young chap who didn’t even say hello as we walked through the door - just “have you booked?”. I was left stood at the till with two young children whilst he walked off. Another member of staff asked if we had been seen to and I said I don’t know - the original gentlemen then reappeared and ushered us to a table up the corner.

There are no physical menus, we figured out for ourselves that we had to scan the piece of laminated paper with a QR code on in the middle of the table to bring up the menu.

20 minutes later a member of staff appeared and took a drinks order.

First visit to the bathroom resulted in the door handle coming off in my hand. We thankfully did not get stuck, however I notified a member of staff and gave them the door handle to which he said “yeahhh we know”.

Food took 35/40 minutes to come out after our orders were placed. Kids meals were okay, basic burger and chips and tinned sausage for a hot dog slathered with ketchup. Adult meals were revolting - we had jerk wings, large nachos with “pulled pork and pit beans” and the boneless platter. The jerk wings tasted like washing up liquid, the nachos had baked beans on them with packet sauces and the meat was cold and bland. The boneless platter was luke warm when it arrived. Not once did a member of staff come over to our table during our meal and ask if everything was okay.

Second trip to the toilet with youngest child resulted in my husband and youngest getting stuck in the toilet for ten minutes. My husband knocked the door until someone finally opened it. He handed the member of staff the door handle and said “that’s no good is it” to which the staff member responded “yeah, I know, we need to get it fixed, it’ll be fine”. My youngest was absolutely terrified and beside herself. She came back to the table in floods of tears and not one member of staff asked if we were okay.

A waitress was serving the table behind us (a large party of adults) and I asked her for two apple juices and a Pepsi as my youngest child was still very worked up and it took them 20 minutes to bring the drinks over.

Unclear on how to pay the bill as nobody comes over to your table during service so we just had to stand in the middle of the “restaurant” and wait for a member of staff to appear as they are never anywhere to be seen.

Honestly, I’ve had better service on McDonald’s car park from the click and collect service!!

The food cost us £65 and it was disgraceful. Even upon paying the bill nobody asked how our food was, nobody asked if everything was okay. Staff need some serious retraining. No point advertising quiz nights and painting nights when you can’t get simple service and a good meal....

Shocking customer service recieved tonight. Me and my other half went out for what would be our last meal in the town with some friends, as we're moving house. We sat down and immediately noticed the table felt sticky and unclean. All of the menus were the same. It took an extremely long time for our food to arrive. Once it did finally arrive we had absolutely no follow up, no check in to see if we needed another drink or if our food was okay (as by the time the food did show we had already drank through our drinks). It was impossible to grab the attention of any staff. My fries had absolutely no garlic or cheese on them and were essentially plain fries which was extremely disappointing. We sat waiting again for a very long time for a desert menu. Two of us ordered brownie and the brownie wasn't warm at all so the ice cream didn't melt on it. My brownie was also served on a very chipped plate. Then about 5 minuets after we had finished we were told to leave because they needed our table. We had been ignored the entire evening, we got no chance for our food to settle, we felt so rushed. I actually thought they were coming over to ask, for the first time, if we needed anything else, or a drink, but was shocked they were actually asking us to leave instead, and was told if we wanted a drink we could stand and order at the bar. What a way to treat your customers. Obviously we just left, because why would anyone want to...

Read the lot, it’s not as bad as it starts out

I went in to book a table last week for Tuesday (last night) for my dads birthday. Got the table booked all well and good, only to find out last nigyou’re closed on Tuesdays and the girl taking my booking didn’t think to mention that when making the booking for me. So I dropped by today just let you guys know and that it was very disappointing as my dads birthday evening was basically ruined. I walked in to be greeted by the same girl from last week, I explained the situation, and then for her to not only to palm the blame off to one of her colleagues but also only let me leave with just (what felt like) a weak and insincere apology. Not even the slightest measure of any form of compensation…. This is very poor service in my opinion, which is why this is only a 1 star review.

Edit: Just recently had a kind offer to return with food on the house, that’s the more than kind to do that. It’s good that you guys take these complaints seriously. There will be a continuation of this review after we actually come to dine.

Edit again: The meal was absolutely fantastic! Food was sublime, staff were very friendly and polite, service was excellent. Couldn’t have asked for more. To redeem your mistakes with such perfection was great to see and experience. We will definitely be back and you have most definitely earned these five stars for...