BEER + BURGER — Restaurant in London

Visited with my husband and our two teenagers. Visited a lot during the summer and always had good service so was expecting the same. Food was good so giving it two stars overall for that, service however was rubbish. We visited around 6pm, so expected it to be busy obviously, the place however was a mess. Boxes of drinks, paper towels, other stock just piled up in the middle of the floor so with the people also in there it was difficult to move around. The fridge had very few drinks in it so we asked if we could buy one of the ones in said boxes to be told no it hadn’t been counted yet. Ok fair enough. There was a woman at the counter chatting to two members of staff while she tried a number of the beers on tap, I literally heard her say ‘oh can I try that one’ before they handed her another drink so she was definitely sampling not buying. Slightly annoying as like I said it was busy and I’m pretty sure one member of staff could have helped her but there you go, as there were very few drink choices in the fridge my husband asked if he could try one of the draft beers to see if he liked it before buying, he was rudely told ‘no we don’t do that’ as the guy pulled another sample for the woman and handed it to her. Gave the impression these two were fighting for her attention and obviously a middle aged man didn’t hold the same appeal so no drinks for him. Gave up trying to get a drink and ordered food. Took a fair while but it’s all made fresh so that’s fine and like I said the food was good but some of the staff seem to think it’s a hang out spot for them rather than somewhere to work...

I hate leaving a bad review for B+B because we have been loyal customers at the Willesden branch for years.

We thought we would try out the Kings X branch as we were near that area anyway. The beers were decent and the service at the beginning was ok too.

We had a few loyalty stamps from Willesden which we obviously used when we were settling the bill. This clearly was such a faux pas that the bartender had to bring the manager. The manager then decided to berate us because these loyalty cards which were signed rather than stamped (clearly something which we had full control on…) and said he would accept it this time but never again. I would encourage the branches to talk to each other as it was the classic “left hand not talking to the right”.

We settled up and then realised we hadn’t received the stamps for the dozen or so drinks we had gotten. So I went back to ask for these, at which point the barmaid showed such disgust that I felt like I was the littlest person in the room. She then gave us 9 stamps (she didn’t check our bill and we definitely had more than 9 drinks).

By this point we were so done with the service that we just decided to leave. Now I understand that the Kings X branch is probably the revenue generator for the business, but it was one of the worst customer service I have ever experienced. Please just go to the Willesden branch (if you can) than this pretend hipster place. I would have rather just gone to a Brewdog because you at least know what...

I really wanted to like this place, dropped in once to scope it out and made plans to come here with friends at the weekend, but after my experience ill give it a miss.

Went to grab a couple of cans and see what we would have on offer, wanted to tell my friends in advance of the visit saturday.

Approached the bar to buy my beers and....wait... 3 members of staff just milling around, emptying glasses from the cleaner and filling jugs with ice. After a few minutes i ask for service and have, "we are getting ready for the shift" shouted at me. i wait 3 more minutes. I ask again for service pointing out that ive waited nearly 10min in an empty place waiting while 3 staff ignore me, a paying customer, the reason for that shift!

Then wait 5 more min, i honestly nearly walked out, which is saying alot for someone like me who will do alot for a good craft beer, i spend £300 a month on this stuff!

Needless to say i was outraged, which then felt like a slap in the face when someone else walked straight to the bar and all 3 staff leapt to serve them. The only difference between us was our race, so ill let you draw you own conclusions there....

Needless to say i wont be back here, with is a shame as its right by the office! I will stick to more established venues like The Beer Merchants Tap in hackney wick and leave this place to slowly implode from word of mouth, ill certainly do my part...