Browns — Restaurant in London

From the moment our party of four entered the restaurant at 6.40pm, I could tell that the service was going to be terrible. The front of house was shocking, not acknowledging we were waiting, whilst she continued to chat to a walk in customer socially. It took a good 5 minutes before were were even asked our name and reservation before asking us to wait awkwardly at the entrance as people were trying to leave / enter.

Once sat down, it was clear that the staff were harassed and struggling with the tables. One of the starters (Camembert to share) and fish mains were sold out and not available. Our starters took 50mins to come out, after being chased with the staff. They were at least edible, bearing in mind one of the dishes were olives. Our mains finally reached us at 8.20pm, after chasing twice with the manager Corina who was helpful but also rushed off her feet.

However, whilst waiting for the mains, a very stressed waitress threw a glass bottle into the bin behind me, which missed the bin and rebounded nearly hitting me and landing on the floor with a clang. This wasn't picked up nor did the waitress turn back to apologise. She walked off in a mood. Later on, we understand from a nearby table that this waitress verbally assaulted a customer outside the restaurant and had to be escorted off the premises.

When chasing up with our mains, we were told by our waiter that it was going to be at least another 20mins, and that he understood if we needed to leave. This wasn't acceptable as were we due at a show in 50mins. Nothing was offered as compensation whilst we waited and we found that the waiter was rude and abrupt - most likely due to the sheer number of customers he had to deal with.

The food that was delivered was barely passable as edible. I had the chicken schnitzel, which was barely cooked and the fries were cold and soggy. The pasta dishes were basic and only the vegetable curry seem to get a positive response.

A number of tables around us were visibly annoyed by the lack of service and late food. We heard that there were three tables that got up and left without paying as it was so terrible. I saw and heard another table complain as they were leaving, and the table opposite with ladies that were celebrating a big birthday, one was in tears as their table had to order 3 times as their order kept getting lost.

I'm fully aware that restaurants get very busy, and I don't usually complain, however, I asked to speak to the manager as Corina was dealing with another issue, and Louis was very helpful and offered to compensate on the bill which was the one positive thing from this evening in Browns.

This was not the level of service I've had in Brighton, nor my friend in Cardiff. This branch has completely let the Browns' reputation down, and I'm more concerned for the wellbeing of the staff as they were unfortunately having to fight the fires with not alot of support. Also why it was so busy when clearly the kitchen, nor the staff could cope? I would say it's probably the worst dining experience, I've ever experienced and I would absolutely not recommend...

Regularly dine with Browns. Really sad since their refurbishment the Covent Garden store has been so poor. I wrote to Browns 11 days ago about a recent experience and am very disappointed to have heard nothing back. So now forced to make a public review.

We had a booking for 6pm which we arrived exactly on time for. Upon arriving having talked to the lady running front of house she told us that our table wasn't ready as it was being cleaned but would be within 5-6 minutes. She pointed at us to wait at the side of the desk. My group of 3 waited by the chairs exactly next to the check-in desk where she and another colleague were walking past constantly.

As we were waiting we saw at least three groups being sat before us. Originally thinking they had earlier bookings I didn't challenge. After 20 minutes I decided to ask again the lady at the front desk the progress on our table and to stress we had theatre tickets booked so did not have much longer we could wait. I was met with a blank face. They had forgotten about us and it turns out the three+ groups who had been seated before us had not actually had earlier bookings we had just been forgotten about. For my own peace of mind, I asked a table we sat next to who had been seated before us the time of their booking and it confirmed this.

The mistake would have been deeply frustrating and insulting on its own however I understand mistakes do happen. What has really moved me to write this email is the lady at the front of house's response upon realising she left us for 20 minutes. She said she was looking for us. Upon telling her that she walked past us a number of times as we were standing right next to the check-in desk where she asked us to stand (directly next to another group that she sat before us that arrived after us) she then said that she could not remember faces as it was too busy. That she had asked one of the ladies helping her on front of house to call for us. Blaming someone else for her own mistake. We received no apology, no attempt to make it right, not even an acknowledgement. Instead, we were met with disingenuousness, defensiveness and hostility. Almost saying it was our fault!

We were then asked to wait some more time while they found a table for us. We were eventually seated at 6:28pm. 28 minutes after our original booking time. With a theatre show to go to, this meant our meal was more rushed and with fewer courses than we would have liked. Sadly, this isn't the first booking I have made with Browns Covent Garden since your refurbishment where we have been sat incredibly late (although thankfully we have always received an apology until now).

Can no longer trust making a booking with this location as you can see from loads of other reviews here and on trip advisor it seems something has gone really really wrong here. Hope they can sort it out as it is otherwise a really lovely venue and...

Such a shame really! I was sent a complimentary 'free cocktail' code for signing up to Browns Newsletter. Very nice! I visited this restaurant with my sister on our way to the theatre, at lunchtime on 6th February. Neither of us were particularly hungry, but both agreed we could attack 2 courses of the lunchtime set menu! We arrived in good time, asked if the set menu was available, which it was, and we were seated. Our waitress (Ada) seemed lovely - initially appearing very attentive and knowledgeable. We both ordered steak from the set menu, which carried a £4 per head supplement - fair enough! She then asked if we'd like a drink. My sister just wanted a pot of tea. I asked whether my 'free cocktail' code was valid. She scanned the code and said, "Yes, thats fine!" I chose a champagne cocktail that was priced at £13 and arrived in a champagne flute. We both chose the Plum and Apple Crumble for dessert. After a delicious lunch, I asked for the bill. It arrived several minutes later and there on the bill was £13 for my cocktail! I told the waitress the £13 needed to come off the bill. "I think its because you ordered from the set menu," she replied. I pointed out that not only had I asked whether the offer was available on the set menu, but that she had actually scanned the code and told me it was all fine on ordering! From here she took my phone off me and started scrolling through the terms and conditions to catch me out! After failing to do so, she said the code was indeed accepted on the system. But, when the desserts were added, the free cocktail code dropped off! After what seemed like an eternity (and by now just 15 minutes until the start of our show), I said, "I think you ought to call the manager over. I have no problem paying for goods and services, but as our waitress, you should have known the terms of the voucher, when I asked!" Off she trundled - again for what seemed like an eternity. She eventually reappeared and began dealing with other customers. She then went back to the till and returned with an amended bill. She still insisted the voucher wasn't valid for the set menu. I told her that as our waitress, she had plenty of opportunity to tell us the code wasn't valid. Instead, she chose to confirm the voucher had gone through the system! Despite all of the above, it was a lovely meal. It was just a shame that she forgot to thank us for the 10% service charge that was also present on the bill. Opting instead, to walk away without an apology! UPDATE TO MY REVIEW In response to your reply to my review :- A very bad choice of words, I thought! Considering part of my review was highlighting the fact that your waitress forgot to thank us for the service charge (tip) and walked away without an apology you chose to use the word 'discouraging' as opposed to disappointing! Perhaps you could have taken this opportunity to offer an apology...