Belushi's London Bridge — Restaurant in London

Writing this now as I’ve had no response to either of my emails to Belushi’s since.

I’m writing to provide some feedback on my evening in Belushi’s London Bridge.

I’d booked a table for 4 for the Europa League final, paying £30 each for the privilege (including 2x drinks and 1x burger). Just prior to kick off (at 8pm) we ordered our burgers with the waitress in exchange for our tokens. By the time the second half kicked off at 9pm we still hadn’t received them. We queried this with the waitress at the end of the first half, who told us that because it was so busy orders were just taking longer. When some burgers eventually arrived at the table (5 mins into the second half) 4 beef burgers showed up (we’d ordered 2x beef and 2x chicken). We don’t know whether our actual order was taken by another table, leaving us with their orders, or if this was because the waitress didn’t write down the orders when we placed them.

Upon hearing that this was not correct the waitresses took all the burgers back to the kitchen (including the 2x beef burgers we’d happily have taken at that point). About 10 minutes later 4 correct burgers appeared, much to our relief. This relief, however, was short-lived as the burgers were lukewarm at best and the chips stone cold. Rather than complain or send them back again, risking another hour waiting for new burgers or see them get the microwave treatment and return to our table, we trudged through the cold burgers and chips.

Once the plates had been taken from the table no waitress came to the table for another half an hour (until full-time basically) to take any drinks orders. While ordering on the app could normally work, one of our party still had a drinks token to use so couldn’t order via this method. Of course this shouldn’t be needed when being offered table service anyway.

At one point earlier in the evening, around half-time, we ordered, via the waitress, a strongbow, a moretti and a pint of water. When the drinks came to the table we were given a moretti and a Beavertown (one incorrect and the water missing) which then had to be rectified. Again, the orders were taken without any noting down by the waitress.

I appreciate it was busy however I assume they took bookings to know exactly how many people would be in the area (and therefore how many burgers would need cooking) and then be able to staff accordingly. This doesn’t seem to have been the case.

All in all a very disappointing experience from start to finish and the total lack of any customer service after the fact has only...

I had a booking for this venue for a Saturday night, but last minute we had to change our plans and yet we had paid a deposit which was non-refundable, quite understandable for a busy place. We were told that we could instead, use our money that we had paid as the deposit for a bar tab, and anything we didn't spend due to there being less of us, we could take home after. This was fantastic news for us and we confirmed this with two members of staff when we arrived, both who agreed these terms with us. We ordered food and were then told by the waiter that the extraction was not working that day, and she didn't envy the chefs as the underground kitchen was sweltering. This didn't fill us with confidence. When the food came out it wasn't great but it is a sports bar, so it was appropriate for the venue. However is was poorly cooked despite being simple food. The toilets in the venue were the last straw after the poor food and the overworked staff complaining about their manager to us, and explaining the issues of the day. The toilets were covered in filth, vomit and urine, which is total unacceptable. When we mentioned this, no immediate effort was made to rectify the situation. We then opted to call it a night and leave, taking our remaining bar tab with us as we had been told we could. Not only did the manager then inform us that we could now not do this because his staff should never have told us that we could (their fault, not ours) but he told one member of our party that he could not re-enter the venue due to his arguing the point with him. We were then stuck with the predicament of leaving £160 unspent behind in the bar or staying when we really wanted to leave and trying to spend the money with others in the bar. The next day I emailed the venue to ask for their feedback on the situation and was told, over a week later when I chased them, that the whole experience was a misunderstanding and that due to that there was nothing they could do. They also said that had I simply emailed them at the time they would have happily refunded the £160. I am disgusted by the way we were treated and the fact that they treated me as though the whole thing was my fault and I should have known who to contact to get my money back. Apart from the fact that we lost so much money, we didn't even enjoy the experience that we did have there. So disappointed with how we were treated on what should have been a really...

I'd like to raise a complaint around a member of your staff.

I came to your venue on Wednesday 1st November at 6pm.

As I walked in with my friend, the bouncer pushed me back because he wanted to check my ID. Completely understand the need to check IDs but to push me back is unacceptable. He should verbally let guests know this.

This was then followed by the most pathetic and child like attempt to assert his dominance. He spent ages putting on his jacket, and then proceeded to move the keyboard on the screen from side to side for 5 minutes. Clearly he was trying to waste our time. How pathetic can you be to get offended because I tried to walk through a door.

He eventually stopped spinning the keyboard around the screen and entered in our details from the IDs.

We went in and he proceeded to let everyone else in behind us without checking their IDs.

Is this pathetic behaviour accepted at your venue? It's passive aggressive at the least. We were completely sober and are both in our 30s. I do not expect to be treated this way.

I'd like to say your bar staff were great and provided a lovely experience. Your bouncer is a child however and needs retraining.

Please can you confirm what steps will be taken to ensure this bouncer doesn't assault guests again and to ensure he isn't so passive aggressive?

I look forward to your reply and confirmation on what actions will be taken to address this...