Rivo Lounge — Restaurant in England

Ordered the beyond cheese burger with extra vegan bacon. The burger turned up without the extra bacon. Let the waitress know and she said she would get the kitchen to cook some vegan bacon so I could put it in my burger so I ate my chips while waiting for said bacon to turn up. Ended up waiting an hour before being told they weren't going to cooking my bacon and they took our plate away (with my uneaten burger on it) and that they'd try to get a refund for me. At first the waitress came back saying they could offer me a complimentary drink or food voucher worth £10 towards the next visit (less than what I paid for the burger in the first place - £13). After a second discussion with her manager, the waitress managed to get me a refund for my burger - £13 (not the total bill).

So basically I watched my partner eat her meal, while I had a small portion of chips, wasted an hour watching my burger cool down, to have it taken away from me and spend the rest of the evening feeling hungry on my 2 hour drive home in the rain feeling disappointed. I'm thoroughly disappointed with the service from the manager. A £13 refund doesn't fill my stomach, waiting an hour to be told they cannot grill some already precooked packaged vegan ham to make vegan bacon that I ordered in my original order is rediculous. Totally ruined the evening and wasted our time.

If you know you can't do a job, don't say you can do it and make people wait over an hour to say you can't/won't because you're busy with a group booking.

Recommendation to the manager. Don't accept large bookings you can't cater for and don't let the service of a large group booking impact on the service of all the other customers. You need more staff at known busier times as they looked extremely rushed off their feet. Although the situation was rubbish, the waitress serving us was really good, just the manager and kitchen letting them down.

Here's a picture of my sad cold burger and my partner's finished meal waiting for the...

Service is of the lowest quality, your coffee will arrive spilled, your food handed to you with thumbs etc on the plate, staff look like customers - I guess with their general set up they're expecting a "I don't care" crowd as shown by their décor. The food is average, some hit and miss, not everything to everyone's taste, like a panini with red onion in it comes with red onion slaw, not a compliment mix but an overpowering accomplice. £3.50 for a pot of sweet potato fries when the paper in the pot doesn't go in all the way so pretty much half a sweet potato, half air for £3.50 isn't justified compared to the likes of the servings from Las Iguanas or Turtle Bay. Drinks are expensive, yes they're fancy and a huge variety, but being so small, you think they could have less options to cost them less to cost the customer less, or make more variety with less ingredients. For Chippenham this place is the holy grail, but with the likes of Prezzo opening up the road, it won't have a fall from grace (even though it should) it just doesn't have a decent standard to satisfy a return visit. If your looking for a "trendy" place and don't care how you're served this is your place, if you care, you'll only get wound up. If you work in retail or restaurants this place will only make you nitpick like it did me and...

Update 3 months later*

Thought we’d try it again and see if it got any better. Result: dropped my review to 1 star.

Food came on time but was over cooked and dry. Currently sat on minute 46 after ordering a drink on the app. Place is still short on staff, they all look knackered and run ragged.

Original review: Used to come here fairly regularly for food and drinks but after the third in a row visit with terrible service im gonna swerve it from now on. Shame given the location and potential.

Food: Always bits missing that you have to ask about/chase up. It's over cooked and near enough always takes an hour to come.

App: ordered food and drinks to upstairs, food took an hour to come and the drinks arrived after the food. Enquired several times but get some excuse about desperate tills and no customer service ownership.

Can't moan about the drinks, good selection 👍

Price: this is where Rivo Lounge comes unstuck. The price is up there for the area. The menu and drinks selection typically used to allow it but now it's like you're paying over the odds for terrible service. This place...