Emre Smokehouse & Grill — Restaurant in Great Britain

I am writing to formally lodge a complaint regarding the abysmal service my family and I encountered during our recent visit to on Emres 11.10.2024 Our experience was so disappointing that I feel compelled to detail the multiple issues we faced in hopes of bringing them to your attention for immediate improvement.

Upon our arrival at the restaurant, we were greeted with a sparse number of patrons present, which raised my expectations for timely service. However, contrary to what one would expect from a quiet establishment, we experienced extensive delays in receiving our food and drinks. We waited for an unreasonably long time, and it became increasingly difficult to understand the lack of organisation and flow when the restaurant was so lightly populated. It was perplexing that there was no apparent urgency in the kitchen, nor any communication from your staff regarding the delays.

When the food finally reached our table, there was still a lack of consistency in service. Drinks were delivered at different times, with some arriving long after others had started their meals. It created a disjointed dining experience that was far from enjoyable, leaving us increasingly frustrated as we waited for our remaining orders.

Given the delays, I felt it necessary to approach the manager yourself, as it turned out to express my concerns about the situation. To my astonishment, when I raised my concerns, you responded with laughter. This reaction was not only shocking but also deeply unprofessional. I expected a constructive dialogue regarding the issues we faced, and your body language and demeanor were confrontational and, frankly, offensive. It was utterly unacceptable for someone in a management position to exhibit such aggression and dismissiveness towards paying customers.

In addition, we faced an issue with our order of steaks. We specifically requested three 250g steaks, only to be informed that the restaurant had run out of this particular item and could only offer us two. Instead of offering alternatives or accommodating us in any way, the solution provided was to purchase a single 500g steak. This inflexibility and lack of consideration for our needs showed a troubling disregard for customer satisfaction. We were left feeling like our patronage was not valued, which is certainly not the kind of treatment one expects from an establishment of your purported caliber.

Regrettably, this entire experience was marked by a lack of attentiveness, professionalism, and basic customer service standards. It has profoundly affected my family’s impression of Emres. I want to emphasise that this has been the worst dining experience we have encountered, and I can confidently say that we will not...

A poor attempt to match Etci...which is a proper venue/set up. Initial impressions pleasing with the red carpet walk in and the complimentary Turkish tea whilst waiting for a table but the place was cold on entry, the music was rap....unusual for a steakhouse. There was no attempt to tidy up the toilets with poor decor and a freezing cold room (no heating?). The hand dryer looked rusty but perhaps that was the design. The service was poor to fair with regular interruptions by 4 yes, 4 different servers asking how it was. Chef Batu tried his hardest to make a show of the tableside cooking but seemed to only keep saying "Baba" multiple times and the meat was sent back as undercooked. The church decor made it a very cold and dark decor. Finally overpriced for a mediocre joint especially the tumbler/glass mocktail at £6.75........so a second visit today 15th August 2023 with family today to try them again. Booked a table by phone last week and confirmed time and day verbally with a guy...guess what! Told on arrival we had no booking but will accommodate us (the place was virtually empty)

Ordered starters and drinks at the same time, starters and HALF the drinks arrived. The lady was notified and they turned up 10 mins later. Then someone came to ask "How many bread baskets did you order?" I mean that's your job to check. The tables were being cleared with the servers hair swiping across my face and very close body contact (unacceptable).

The sirloin and lokmu steaks were off the menu, why? The mocktails had to be returned as not garnished like last time and watered down this time.

The mains arrived in dribs and drabs and on questioning the lady manager said "we have other tables to serve!" and "We are short staffed"

Shame because food was good as were desserts (a bit on the pricey side)

On leaving, we advised the lady manager (who was on her phone messing about) that customer service and attention to detail is a priority for any business, to which she replied "We've only recently opened" Hello it's been 6 months. With this carefree and defensive attitude she needs to attend a customer centric seminar for retraining as had poor attitude, poor service and failure to even muster a smile from her and a lack of empathy. As such it is highly unlikely we will return or recommend this place. Go to Etci in Birmingham for a better meal and experience.

By the way the gent's toilets were disgusting, unflushed and an embarrassment, obvious failure of staff to regularly check for cleanliness which is a basic H&S requirement (see picture) hence star rating...

Visited for the first time on 14/09/23 as a group of 7, I’ve heard mixed reviews about this place so thought I’d give it a shot myself.

Firstly we’ll start with exterior, it seems like an old church which has been subtly renovated so not to destroy the history & character it holds, there is no parking onsite so you’ll need to find a side road or park on the double yellows directly outside the building and risk a parking ticket.

The interior has retained the essence of the church but also feels like a restaurant, due to the super high ceilings & exposed brickwork it can become cold & drafty.

We were quickly seated and handed the menus, what I didn’t like was that the waitress who had handed us the menus didn’t even give us a second to open them but demanded drinks orders, it’s completely unprofessional & not good customer service.

For drinks we ordered some mocktails including pina colada & the rosé, the rosé tasted like they’d opened a can of rubicon lychee & just poured it into the glass and decorated it, both guests who ordered it said the same thing and weren’t impressed that it costs £7, one guest ordered a pineapple juice which was missed & had to be requested Again, they said it tasted like juice out a carton, this again was £5 or £7.

For food we ordered a sirloin steak med well, it came out medium, we ordered 2 Smokey bbq ribs & 2 tomahawk with sides.

The sirloin steak was just ok, it lacked complete seasoning, the tomahawks were most definitely not 1kg-1.2kg as advertised & charged for on the menu, both were cooked medium however all guests who had this said it was bland & chewy, the quality of meat is poor, very very little fat marbling.

I had the Smokey bbq ribs which was in fact 1 rib, you should change the menu description firstly to let guests know if it’s beef or lamb, and secondly that it’s only 1 rib, the only think Smokey about this rib was a pot of bbq sauce on the side, the rib itself was dry, bland & not very exciting, you cannot advertise a dish as Smokey bbq ribs when it’s not, a pot of bbq sauce isn’t good enough, the best thing was sadly the fries, it really says something.

What I did enjoy was the San Sebastián cheesecake with chocolate, although we had to send the waitress back with the pouring chocolate as it was so thick it didn’t pour, however again the value for money was poor as it’s £9 for a small slice.

Overall the food is 5/10 Service is...