BrewDog Canary Wharf — Restaurant in London

Booked this restaurant in advance yesterday as we wanted to have a nice relaxing dinner after our working day and we never tried this restaurant before, despite passing by here every day on our way to work.

We always found this place busy passing by, so when we arrived at 8pm we could see how lively it was, however there was nobody at the main entrance to welcome us and note our reservation details. We had no choice but to find our way to the bar and inform them that we have a reservation made for dinner. The bar staff then informed a gentleman who then guided us to our table after it was cleaned. We then ordered via the website and then after 20 minutes, we found it strange that the drinks didn't arrive. My partner then approached the bar to ask if the drinks were to be delivered or if we needed to collect from the bar, but the staff said no they would be delivered to the table. Then after a minute the drinks were delivered, with our horror that the wine glass was filthy with lipstick marks around one side. Surely the waiter would have noticed?! My partner immediately grabbed the wine glass and took it to the bar, and when my partner sat back at the table, he noticed the gentleman just pour the wine glass in a different glass. He then brought it to our table without an apology and wandered off! We thought ok, at least he changed the glass, let's not make it a big deal....

But then we waited another 15 minutes thinking where on earth was our food after 25 minutes. My partner approached the kitchen pass by the bar where a staff member was sat on the floor eating his own food, and when he enquired where the food was as it had been too long, the waiter said that we were the next in the queue My partner then went back to our table, and after waiting a further 10 minutes, I lost my patience as it was after 9pm at this point and the restaurant was half empty with mainly people drinking!, so I then approached the bar and asked to speak to the Manager. The bar staff then went to the back to get the Manager, and "miraculously" the gentleman who had seated us in the first place had brought our food out. The bar staff pointed out that that gentleman was in fact the Manager! i then approached him and told him that it was ridiculous that we had been waiting 45 minutes for our food with no update or apology. The gentleman was not empathetic at all, and acted as if he didn't care at all. My partner and I work in 5 star hospitality professions, so I was completely shocked at how he reacted. He said with a sour tone that they were understaffed and "what do you want me to do?" What sort of a question was that? I said to him that I expected him to apologise genuinely but he didn't offer any sympathy or any gesture. I obviously didn't want to demand anything at that point but if you were a Manager you would try to sort out the issue right away. I was so angry that I said that I will write a negative review, and in return he said " go ahead". I went back to my table in fury and obviously our dinner experience was ruined and we didn't enjoy the food. I then went to the bar after we ate and asked for the name of the Manager. The bar attendant was really sweet and told us his name was ARON. She asked if she could help at all and after telling her our experience she was shocked and said that she will offer us some complimentary drinks as a gesture which I thanked her for, but we were exhausted and just wanted to leave this place. When we left, lo and behold, we saw the Manager outside the entrance....on his phone,...with a drink...and obviously made no eye contact with anyone who would leave the restaurant.....great lasting...

As a Brewdog shareholder it pains me to do this but our last trip to Brewdog was appalling. We both ordered brunches, my wife ordered the “Haystack” (all day breakfast) and I ordered the breakfast burger. My wife’s food arrived first and her first bite clearly showed that the entire meal was stone cold; we raised this with the staff member who brought my meal (which was just about hot enough but not piping hot) who apologised and said she would get them to do another breakfast. She reappeared a bit later with a replacement breakfast, although it was clear the majority of it was the original meal which had been microwaved; it was warmer but still nowhere warm enough but by now we just wanted something to eat. We were offered a complimentary round of beers to apologise, which eventually arrived at the table. The bar wasn’t busy at all and there were plenty of serving staff, although they seemed to be congregating around the end of the bar chatting. Other food was being sent back by other tables throughout our time there because it was cold or undercooked so clearly majority quality control and management issues in the kitchen and with the serving. We’d opted for lunch there because we were doing the Brewdog beer school at 3pm but struggled to attract a server to get our bill, in the end I went up to the bar to pay only to find our “complimentary” drinks had been added to the bill – which I eventually got removed. The beer school wasn’t brilliant as difficult to hear the server over the music in the bar but also not ideal starting this after twice as many pints as you’d planned. I’m sure if you just want a beer then I am sure this place is great but I will not be going back...

Service was utterly unacceptable. We went there for Wings-Wednesday. We arrived at the booked time and got seated right away. Then, radio silence for 20 minutes. Apparently, they forgot we were there, and I had to go and ask for a server to be sent. It took another 5 minutes to finally get our orders of just 2 portions of wings and 2 beers.

Then, another 10 minutes with nothing before they even brought us the 2 half pints. After 10 additional minutes, we finally received the food. It took 40 minutes to get 2 plates of wings.

Anyway, we turned a blind eye, thinking it was a one-time fluke, and ordered more wings and more drinks.

Cue another 30 minutes of nothing, no food, not even drinks. At that point, we decided to leave. I then went to pay the bill and found out that the reason we received nothing for 30 minutes was that they didn’t even add the stuff to our bill. They completely forgot to put down our order. On top of that, they charged us wings for 3 people even tho there were just 2 of us.

In total, we waited 70 minutes for a serving of wings, 60 of which without even drinks, and we were overcharged for an additional person. We can’t even blame a single server since we had been attended to by at least 4 different people.

Personally, I think it’s a real shame since the atmosphere of the place and the beers are really nice, but all the waiting really ruined the occasion. I do not feel like I can recommend this specific BrewDog branch to anyone after...