ARABICA BOROUGH MARKET — Restaurant in London

TL;DR: We were refused entry (the restaurant’s right). When questioned why, the manager handled it extremely poorly — including physically pushing two of us.

I can’t actually comment on the food, atmosphere, or service since we never made it in — but there isn’t a way to indicate this in the star ratings.

Having now filtered and read the one-star reviews, it seems we are certainly not alone in receiving rude treatment — with the manager referenced several times.

Long version… One of our group (who had eaten here before and recommended it) went ahead to check if they could accommodate 11 of us without a booking. He was told they could seat us across two tables. On that basis, we left another venue and came in good faith. When we arrived, the manager said they couldn’t seat us and that there was no space (though we could clearly see there was).

When I asked why we were told there was space only to be refused moments later, she repeatedly gave vague replies like “you won’t be dining here tonight” and continually patronised us rather than giving a clear explanation. Our issue is not with the refusal itself — we had two ex-restaurant owners within our group, so we know this is within the restaurant’s legal right (though I would suggest it’s best practice to explain why). The issue was how it was handled.

She not only refused to explain properly but also declined to provide her name or any complaints/escalation process when asked — only a generic restaurant card. This was one of many missed opportunities to de-escalate. In fact, had she shared an escalation path, I would be raising this privately with her manager (I assume the owner) rather than posting publicly, since my concern is with one person’s behaviour. I know negative reviews can have a real impact on restaurants, so I am loath to leave one — especially given that, by my friend’s account, the food is good. But she left me no other option.

Most concerningly, she physically pushed me and another member of our group — something completely unacceptable in any customer service context, and something that will be clearly visible on the restaurant’s own cameras should anyone care to check. Ironically, she later described us as “aggressive” and even threatened to call the police (which we told her to go ahead and do — she didn’t, of course, because there was no reason to).

For balance and honesty: I did snap and say something rude to her as we left. Not my proudest moment, but after much discussion and being physically pushed, I think most people would struggle not to show some frustration.

I later learned she had told my friend (before I arrived) that she believed one of the group was intoxicated. I cannot understand why she didn’t simply say this to me when I repeatedly asked why we were being refused entry.

I must stress that even if her version of events were entirely accurate — that one person was intoxicated and that we were being somewhat aggressive — that still would not justify physically pushing people.

Fortunately, we walked around the corner, found another restaurant with warm, welcoming staff, and spent several hundred pounds there instead.

I sincerely hope the manager reflects with honesty and humility, takes this as a learning and growth opportunity, and does better in future — both for herself and for the restaurant she represents. I would also respectfully suggest the owner takes this and some of the other reviews seriously, despite how I am certain the situation will be...

I met a friend here for lunch. We had never been and it was quite intimidating having to navigate the crowds of Saturday shoppers and slow walking tourists while you were 10 minutes late to your date. If you suffer from anxiety try and plan the least busy route or consider extra time to not get stressed trying to navigate. Once I arrived sadly it took quite some time for anyone to check on me. Servers were standing together over some papers but I was left at the entrance waiting to be spoken to for longer than I felt comfortable with especially as it didn't appear they were busy and I was also clearly in the way of other servers trying to serve the tables outside. But once I was seated our server Keith was amazing. Extremely friendly and knowledgeable and was always right there when we needed him. We ordered an assortment of food between the two of us and every.single.bite was delicious. The black honey that came with the halloumi was decadent, the slightly charred nature of the baba ghanoush may be too much for some but I really enjoyed it. I am awful with ordering drinks but the Halva Daiquiry was one of the most delicious and indulgent cocktails I have ever had. And the desserts — well...I ordered the chocoloate mousse with sea salt and chili. I have never eaten anything like it. This is no chocolate mousse like you get it in most restaurants so don't order it expecting that. This will be a whole new flavour profile and textures awaiting you. My friend had the Kunefe which did not sound like I would enjoy but she struggled to finish hers and all the food was so good I didn't hesitate to dig in. It was delicious. I am a Kunefe convert now. The only thing I didn't enjoy was my Turkish coffee but I think that was my fault for ordering it when I don't usually enjoy black coffee. All in all this restaurant was simply sublime, I have been telling everyone about it and will...

It’s a shame to have to write this because the food was very good, but Arabica had remarkably poor service, some of the worst I’ve had in London, and I don’t usually care that much about service either way. It was a combination of being slow, inattentive, chaotic and then ultimately unprofessional and even rude. The whole manner of the staff was very offhand and we had to ask repeatedly to be brought the right dishes, missing plates etc. No one made any attempt to explain or in any way help with the menu. We were brought the meat rather than vegetarian hummus and realised too late to send it back. When for example we asked for dessert menus two were brought for a table of 6 and they were pretty much chucked on the table. The same with drinks menus (which we had to ask to see). I was sat by the till and the staff were constantly standing there for long periods talking to each other loudly or even arguing or almost yelling which was bizarre and incredibly unprofessional. When we were paying the person who was paying our bill was unfamiliar with the card machine and entered too few digits and the waitress said “it’s four digits, honey”, which is so rude. Finally, the menu seems to be designed to require upselling - why would anyone want a portion of hummus or Muhammara by itself, without bread? Similarly the meat and veg ‘mains’ all actually don’t work as individual dishes and require multiple sides. No one explained this.

EDIT: the email address you’ve supplied in your reply...