Smith & Western — Restaurant in Horsham

Disgusting food service and atmosphere!

I visited smith n western last weekend with my partner, our 2 young kids (1 and 2) and my parents. Everything was terrible.

The music was so loud that we had to shout to hear each other and to tell the waitress what we wanted to order. When we asked for the music to be turned down the waitress smirked as if she was holding laughter back and then went to the corner where the other waitresses and waiters were and they all started giggling and turned the music up. I have visited smith n western plenty of times before so understand that the music is normally at a reasonable volume and adds to the overall atmosphere and experience but the music was so loud that all of us including my 2 small children left with severe headaches. My kids were crying it was so loud.

The food that we received (after taking a long time to come) was horrible. It cost me £95 for us to have lunch (which I wouldn't have minded if the food was nice) and mine was raw, my 1yr old macaroni was watery (she was so hungry that she did eat some) and my sons was dry as anything. None of our food was nice at all and the portion sizes were tiny.

We got refill drinks but the time it took to get a refill was a joke. My dad had to ask 3 or 4 times over 20 minutes to get his drink refilled!

The music was so loud that we decided to leave as we all had headaches and the kids were really upset so my partner asked for the bill. He went over to speak to the waitress and said he was not happy to pay the bill to which the waitress then replied that as she had mentioned earlier, a manager was not available at the time (more like she didn't want to get a manager as she knew she would be in trouble) so we had to pay the bill and then request money back through head office who would then refund us. Normally we would have argued the matter but having had such bad headache's and upset children we decided to leave and takr the matter up with head office.

When I got home I emailed head office and got a reply 2 days later asking for more details which I gave straight away. I hadn't heard anything back after several days so I called and spoke to the manager at Horsham called Luke who promised he would sort it out by the end of the day for me. It had got to 7pm that evening so I decided to call him back to see if he had an update. When I spoke to him he seemed to have the hump with me for calling and told me that he said he would sort it in the next day and not by the end of the day. He was really rude and basically said to me that he had read through my emails that I had said and that his staff were trained to deal with complaints - implying that I was lying. A few days later I received an email from Ms Sandford the operations director which was really shocking! She basically told me that I was lying and had continually called (I hadn't at all) and that the noise is part of the atmosphere - but I had apparently never asked for the music to be turned down. (She had obviously spoken to the waitress and believed her over me, the customer. What happneed to the customer is always right? Why on earth would I take the time to contact them if I was lying? Why would I lie?)

I requested my money back (as I was told I should do by the waitress - and I was told that I would get it back) and from the response that I received from Ms Sandford, she most definately did not offer me my money back. I have emailed her back asking for my money back but from the response she last sent me, I don't see this being very likely at all.

I have never been so disgusted by a company in my life. I have been a regular customer of smith n western for years but after all of this I will never ever return again.

I am still waiting for my money back as promised.

Avoid...

We have just got home from a fantastic evening at smith and western in Horsham. It was our first time at this location and it was breathtaking. The attention to detail is incredible. Originally we had a 7:15 booking, but after a quick call earlier in the day (lady on the phone was very helpful and polite) we managed to go for an earlier seating. From the moment we arrived, we were taken care of so well. I don't usually have starters, but my stomach was begging me to order the seafood & I am so glad I did as it was delicious 😋. My partner had the triple cheeseburger, which was huge and so tasty (yes I sampled it, had to be done!). I had the chicken burger, which I probably wouldn't have again, but it was nice. Portions were just the right size. I had also pre-ordered the birthday belly buster for my daughters birthday, in which you receive a hat - she chose the straw one and it's made beautifully, very sturdy - and some balloons. We had bought along some numbered cake toppers and asked if they could be added, which the team kindly obliged to. When they came out singing happy birthday, I don't think my daughter has ever been lost for words, but she certainly was tonight. The team knew my daughter was unaware this had been booked for her, and they went to great lengths to keep it from her, with success! The belly buster was certainly as described, we were unable to finish it, which was a shame as it was delicious.

I would like to say thank you again, to all those involved in making our visit this evening, a very happy and memorable one. The service and food were amazing and we have already decided the next birthday meal is going to be there.

When the bill came, we were surprised, as we thought it would cost more, so that was even better.

I would certainly recommend going here and we will most definitely be back. Service is a huge part of the experience and ours was absolutely...

Smith and Western is a thriving environment that offers a unique dining experience. From the moment I stepped foot into the establishment, I was greeted by staff members fully immersed in character. Their friendly and helpful nature truly added to the overall ambiance and made me feel welcome.

One of the highlights of my visit was undoubtedly the delicious food. Every dish I ordered was expertly prepared and bursting with flavor. Not only was the quality top-notch, but the service was also remarkably speedy. It was evident that the kitchen staff worked efficiently to ensure prompt delivery of the meals.

While the experience at Smith and Western was undoubtedly enjoyable, it's important to note that the prices for both food and drinks were on the high end. However, considering the exceptional taste and quality of the offerings, I found it justifiable for an occasional treat or special occasion. The experience of dining in such a vibrant and inviting atmosphere is worth the indulgence.

The overall vibe of the restaurant was fantastic. The combination of the Western-themed decor, lively music, and attentive staff created a welcoming and lively atmosphere. Whether you're dining with friends, family, or even solo, the atmosphere at Smith and Western is sure to uplift your spirits.

In conclusion, my visit to Smith and Western was a delightful experience from start to finish. The staff members were in character and incredibly helpful, ensuring a memorable dining experience. The food was delectable and served promptly, though the prices were on the higher side. Nonetheless, for an occasional treat or to enjoy the vibrant ambiance, Smith and Western is definitely a place I would...