Brewmaster — Restaurant in London

Stopped here because it was one of the very few places that did not need covid pre booking. Menu was unappetizing. We were placed outside at the back. Online booking was really frustrating I seemed to have to register with 3 sites just to order. With no signage I managed to order to the wrong pub in the same group on the same road. The manager was indifferent to this. No refund no order. The local sister pub very kindly brought our drinks over though we did not get our food. Staff from both pubs said this was a frequent occurrence. Greenking really need to update their website so people don't have to face this drama. Would not go back but would visit sister pub as they are committed to customer service.

UPDATE: In response to the reply left by Brewmaster. It is very clear that you were upset by my review. I do try to give honest feedback reflective of my experience. So I will provide some additional context to ensure this is reflected.

This was my first social excursion since the initial lockdown March 20 and managing new social distancing safety measures. We stopped at this pub in passing (didn't know about pre booking) and were seated out the back. On entering we were required to scan a QR code. On seating I needed to scan another code, This then directed me to a app that I had to download and enter. For the tech savvy this is probably straightforward but I found it fiddly & extremely frustrating. The app is not for the venue itself but for all Greenking owned establishments. I chose the option for it to GPS my location, a further list of pubs later I chose the address labelled on the street. My only point of reference. This was the only info I could see from my seat (as pictured). We ordered drinks and food. In other circumstances I could have probably asked for assistance but distance ordering means no one really approaches unless necessary.

We then waited for quite a long time. In absolute fairness, we were then approached by the manager who noticed we had not received an order. On investigation she pointed out our error. She stated this was a common issue, she was unable to provide our order or offer a refund and we reordered drinks directly chalking it up as a loss.

I phoned the sister pub in question, that manager also reiterated this was a common issue. She suggested we speak to the manager of the pub we were in to assist with with drinks or a discount . We explained this had been declined. We were suprised & delighted that she went to the effort of bringing the drinks to where we were. Excellent service.

We did order a further round of drinks and the food we originally requested. I will state that the manager was kind enough to take our order directly so I did not have to fight the stupid app. We did stay, first time out in over a year with another human. The company was far more important than the venue.

I am not impressed with the chain. Their menu is not great and their app is confusing and unfriendly. As both managers stated that this was a regular occurrence I think Greenking should resolve this.

You have demonstrated that you remember our visit and you took time to review your CCTV to make sure your response was accurate. Can I suggest in addition you physicallly sit where I was seated to notice the lack of visable signage from this viewpoint. Putting yourself in the place of the customer may help you to make their experience better. (there is a nearby chalkboard, pub details added to this would resolve the issue). Feedback is not always an...

I used to think this pub was great - central, right next to the tube station and good beer until I left my bag in their last night. Luckily the staff found it and said I could pick it up the next day. So I travelled all the way in from Staines to pick it up - the staff said they couldn't find it, that none of the staff on were there the night before and that the manager was busy on a conference call / meeting. So I asked them if they could call the manager who was on the night before. The startling answer I received was that they couldn't call him because he wasn't on duty and that 'it would be a personal call'. So I asked them if they could speak to anyone else who was on the night before, and turned out one of them had been on the night before but he didn't remember anyone finding a bag. It wasn't until my girlfriend phoned up and we threatened to call the police that they went up and got the manager down who went downstairs and came back with my bag in his hand. I will never drink...

I wish there was a sign "THIEVES OPERATE IN THIS AREA." I had my bag stolen right next to me while I was sitting on their outdoor sitting. Although I can't blame the pub for my unfortunate event, i was quite dismayed to find out from the pub attendant that apparently their CCTV is not functioning. I went to see the manager and she said I have to email the pub to request to see the CCTV video even with my Crime Reference number and even when the police already told me that if I gave them my reference number the establishment should be able to show me the cctv video. I do wonder if there was such a thing after the other guy just told me it wasn't operational. She also added that there were already couple of email request ongoing from customers who went through the same ordeal as me. The manager did appear helpful but in retrospect they could do so much more for the welfare of their customers. Like with something simple as a WARNING SIGN regarding the frequent thievery...