Cartel Brasserie & Grill — Restaurant in Great Britain

Very unpleasant experience unfortunately. Went there for a dinner yesterday 22nd august. When entered the place it looked all pretty and high class but once we got seated that’s when it all dropped. The chairs are so uncomfortable, unable to lean back to rest the back. The mid row tables so close to the tables by the wall that every time waiters had to pass by they kept hitting/catching my chair. I was afraid that something will fall on my back (and it did but that I will mention later). Waiters are rushing around with full hands of heavy plates and we needed to move every time they walked past for them to be able to get past without dropping the food and plates on us. There is no waiter assigned to each table, everyone just keeps rushing around. It felt very chaotic. And then a man in the black suite (probably manager) kept overlooking and coming in and out of the dining area which also felt uncomfortable as we felt we have no privacy and are being watched constantly. At one point he even took my empty wine glass out of my hand (I was in process to place it down on the table). If would have waiters assigned to tables that would probably make the dining experience a bit better as we wouldn’t need to speak to a different person every time. Once we sat down, literally a minute in looking at drinks menu, waitress comes to us and asks what we want to drink. I politely asked for more time as we just came in. Then she comes back after a minute and asks again and says that she gave us some more time and are we ready to order. I understand she is doing her job but we are not on the race there. Maybe you should ask what we want to drink just as we enter the place then? After ordering drinks she took the drink menu away so had to ask for it again later on. As a starter I had an octopus which was bland and weird texture, didn’t look or taste like octopus. It was covered in something what smelled, looked and tasted (I imagine thats how it would taste) like a grass but roasted. Hummus and wings were ok. I ordered lamb shank, rocket salad and partner had tomahawk. The shank was so bland covered in something sort of tomato sauce which also was bland. And as there is no pepper and salt on the table (take your own with you if you are like me and don’t like to ask for anything) then you end up eating flavourless food. The steak was meant to be medium but it was well done. And zero flavour, just tasted burned! It was so bland, dry and overcooked that my partner didn’t eat even half of it and the rest of it we took home for the dog (dog liked it though). We ordered double whisky which was served in a tall juice glass and a straw! Who serves whisky on rocks in a tall glass??? I wanted to ask to change the glass but hubby didn’t want me to as he saw that I am getting annoyed because of the experience so far. as I said, I was afraid that something will drop on me and it did. A waitress was clearing off the table behind me and dropped something and a knife hit my back.I felt it and turned around asking if she is trying to kill me.She said sorry. And then she said sorry once again.She Didn’t check if my back is dirty or if she had cut me, nope.I had to check with my hands if there is anything.I don’t blame her, the seating is terrible in there and it was predictable that something like this will eventually happen.Imagine if I would be a different sort of person and what drama I could have created?!There was nothing offered to us as an apology.I would expect at least a discount or complementary drink.Also just to add - what is wrong with not putting extra napkins on tables? Why customers are expected to ask for essential things like salt, pepper, napkins? I splashed something on me and didn’t have napkins available, had to ask and wait for ONE wet wipe each to be brought and no napkin. all together experience was disappointing, it looks nice on pictures but that’s all really.Spent over £140 for my dog to have a steak, for me to be stabbed and to eat food which has no flavour. Oh, forgot to mention the positive -...

I attended this restaurant earlier in the year and had a pretty good all round experience. It was for this reason I had no hesitation in attending again to celebrate my mother’s birthday.

Unfortunately the experience on this occasion was significantly different. We were served by a waitress who initially appeared quite helpful but it wasn’t long before issues with the overall service began to surface.

An incorrect meal was brought to the table and I kindly pointed this out and requested the correct meal. It was taken away for this to be done. Instead the waitress who had been serving us abruptly returned with the meal insisting that it was what I had asked for and dumped the plate back down on the table to my shock. What made this even more upsetting was the fact the meal was for my mother whose birthday we had chosen to celebrate at this restaurant.

To make matters worse, when I requested to speak to the manager, she came to the table and l was told that what had been recorded was what I had asked for and that the waitresses always repeat the order to confirm it as correct. This was a complete fabrication as at no point did this happen. I also don’t understand how the manager would be able to confirm this to be the case here when she was not present.

I was essentially in not so many words, being told that I was lying and that staff cannot make mistakes. I found this to be highly unprofessional and very poor customer service.

It’s pertinent to point out that another one of our group had requested a steak which had been cooked incorrectly. This was feedback to the staff and was accepted as being incorrect and removed from the bill. This is a total illustration of the fact that a mistake can be made by staff, and in this case was a mistake made by staff.

I understand that people are human and mistakes can be made but to be told that the mistake was made by me, which I am certain was not, and to have the plate return to the table is wholly unacceptable and just totally embarrassing customer service to be honest.

I requested the meal that I had correctly ordered be prepared but changed my mind because I had no faith whatsoever that any service thereafter would be of a satisfactory standard. I also did not want the birthday celebrant to have to sit and wait for her food whilst everyone else was eating.

The whole experience just completely dampened the celebration and was really disappointing.

It’s safe to say that the customer service at this restaurant needs significant review and I will not be returning.

I’ve seen some reviews on here and I would say that the restaurants aggressive and unprofessional response to those reviews , instead of self reflective and responsive feed back, very much reflects attitude and overall service received, and I’ve no doubt I’ll be met with the same in response to my honest and very...

Absolutely terrible experience - Made to leave for ordering too many starters! My visit to Cartel and Grill yesterday evening (Friday, July 11th) was, without a doubt, one of the worst dining experiences I've ever had. I arrived around 5 pm and ordered 3 drinks and a starter to begin with. When the waiter asked for our main course order, I politely explained that I didn't need a main course and intended to order more starters and drinks throughout the evening. Her immediate response, delivered in an incredibly angry tone, was that it was their policy that I must order at least one main course per person or leave. I reiterated that I would be ordering plenty more drinks and starters, easily matching or exceeding the cost of a main, but she insisted it was their policy. Within minutes, the manager approached our table, even more furious than the waiter. She stated she "can't serve me ten times for just drinks and starters" because it was a busy Friday evening, and I must order a main course immediately. In an attempt to resolve the situation, I politely offered to pay for a main course, even if I wasn't going to eat it, simply to comply with their "policy." Astonishingly, she refused, saying she "can't charge me for the ones I don't eat." I again offered to pay anything for a main course, happy to simply meet their supposed requirement. This entire frustrating encounter unfolded in less than 20 minutes of my arrival. After another five minutes, yet another staff member came to our table and informed us we had to leave in fifteen minutes, again citing "policy." I had spent £44 in less than 25 minutes, with every intention of spending at least another £45 in the next 15 minutes. We were made to leave simply because I preferred starters over a main course, despite my willingness to spend money and even pay for food I wouldn't consume to satisfy their arbitrary rules. This is utterly disgraceful management and customer service. If your policy truly dictates that customers must order a main course regardless of their spend, it needs to be clearly stated upfront, and your staff needs training in basic courtesy and problem-solving. Refusing a customer's offer to pay to meet a policy and then ejecting them after such a short time is beyond unacceptable. I will never return to Cartel and Grill, and I strongly advise others to consider this appalling treatment before choosing to dine here. Very bad...