The Estuary — Restaurant in Great Britain

My parents (age 74 & 73) ate in this restaurant on 25th July and when seated were asked if they would like a drink BEFORE being handed the menu. They asked for 2 large soda waters and lime…..probably the least expensive drink to ask for other than tap water!! After a very average meal, they asked for the bill and were horrified to see that they had been charged £10.50 for 2 pints of soda waters and lime. My parents asked a waitress if this was correct and she just shrugged her shoulders and said yes, because they use bottles and not drinks off tap.  There was no apology. My mum then told me what happened a week later and I was literally horrified at what they had been charged.  I therefore phoned the restaurant and explained what had happened. The female member of staff (who clearly had an attitude problem and was very argumentative), told me that if they had asked for a pint of soda and lime, then they would have been charged for 2 bottles of Fever Tree soda water and the prices were quite plain to see on the menu. I then went on to explain that a) the waiter asked for my parents drinks order before even giving them the menu and b) when they did order their drinks, why didn’t the waiter explain to them that they only use bottles and a soda water a lime would cost them £5.25 each!!!  i.e 2 bottles of Fever Tree at £2.50 each and a dash of lime for 25p!! Her reply was “ Well, they should have read the menu and then they would have seen the prices and could have changed their minds.  It clearly states them on the menu”. She continued to bang on about the prices being as clear as day in the menu, but she didn’t actually get what I was trying to explain to her. If my parents had been told at the time of their order, that all the soft drinks come in bottles and that 2 pints of soda waters and lime were going to take 4 bottles of Fever Tree at cost £10 and 50p for the dash of lime, then they would NOT have ordered those drinks – PLAIN AND SIMPLE!!!!!! She continued to argue with me and I told her that I thought she was very argumentative and rude. That obviously didn’t sit right with her as I heard a small laugh (the WTF kind of laugh you get from a youngster with attitude) and she continued to argue with me. I work in Customer Relations and she definitely needs to go a course to learn how to speak and deal with customers correctly. Yes, this may be the way the restaurant works, but I think it would be better customer service, to at least clarify the order with the customer first and let them decide, rather than just hood winking them and charging anaextortionate amounts for what should be and is a...

My partner and I went for lunch at the Estuary arches on 7th April 2023. I have been previously and enjoyed my experience which is why my rating isn’t as low as it could’ve been.

We were seated immediately which was nice, the waitresses were all lovely and helpful. Our waiter seemed stressed which is fair enough and he told us none of the brunch food options were available to order (which had all of the vegan meals on). My partner’s food was fine as he ordered a meat... However my food was a joke.

I ordered the only vegan option which was the vegan version of the luxury ‘southern fried chicken’ in bbq sauce salad. On the menu for £14.95 you get mixed leaf salad with tomatoes, cucumber, pepper, red onion, coleslaw, herby diced potatoes and a house dressing. Nice you may think- me too. My plate arrived, after an hour wait, with nothing but vegan fried chicken on a bed of leaves… It was missing half of the listed ingredients which included the tomatoes, coleslaw, potatoes, bbq sauce and dressing. Not to mention the vegan chicken was so salty, that the Thames water was put to shame.

Obviously the coleslaw, potatoes and dressing weren’t vegan friendly but if you’re listing a vegan alternative then you need to include the vegan alternative ingredients… It was only after I questioned my meal about the lack of ingredients that I was offered chips instead.

I’m so disappointed and sad from our experience because the staff were lovely and we were celebrating.

How many times do restaurants need to be reminded that removing over half of the listed ingredients and charging the same price is not a vegan alternative. I was left hungry and extremely disappointed.

Some good news, I was told a new menu is coming so let’s hope there’s at least 2 vegan options that come with all ingredients listed!

Thank you to the staff who were lovely which was the three young girls working between 12-3. They were amazing and I hope they get a shoutout. We will be returning again to see if it was just a one off bad experience as I usually do genuinely love eating at the Estuary. After working in this industry, I know it takes a bad review for...

Worst £50 spent at The Estuary Westcliff (Arches) if quantity is what you are looking for you’ll be satisfied but if you looking for freshly cooked food and good quality produce, you'll be extremely disappointed. Don’t be fooled by the volume on the plate as it’s an attempt to mislead you and lure you in!!

All day breakfast (we thought would be a safe bet) it was a reheat without a doubt. The bacon and sausage was less than average, the chips were partly cooked with raw centres but crispy outer. The salad was as dry as an “old leather shoe”!

The service was just as exceptionally poor and one young girl was thoroughly RUDE!

Clearly had no customer service training.

We had an uneven table, spilling our drinks every time we tied to cut the food. We asked if she could possible address levelling, all other establishments would offer to level with something similar to a beer mat or napkins etc

She said there was nothing she could do without even offering a solution. We then asked if she’d possibly try a few napkins to level under one side of the feet.

She came back with several napkins, plonked them on our table and walked away!! I was horrified by her appalling attidue and expectation that it’s for the paying customer whilst eating to address self levelling the table ourselves.

I would strongly advised boycotting this chain of bars as both the Leigh Broadway and the Westcliff Arches are a true disappointment and biggest waste of money.

It was a real let down and I’d advise anyone to seek independent restaurant where your money will be better spent and invested in a better standard all round. It’s very much a weather spoons with Miller & Carter prices.

Will never return and would not...