Burger & Lobster - Bond Street — Restaurant in London

Stopped by the Bond Street branch for a late lunch today, I am not new to Burger & Lobster at all so I am very much aware you can walk in or book, we walked in and it seemed before time was taken to check if there was space to accommodate us we were told the earliest time we could be seated would be in about 2 hours. I gestured to an empty table right in front of me then was told “oh I can sit there.” This I brushed off as it’s not uncommon for restaurants to have clearly empty unbooked seats that are not available until you point it out. We were seated and then made our order, shortly after Chris - a manager came by with the bill, he then turned to serve the table next to us as they had FINISHED eating and were ready to pay, he took their payment and then turned back to our table. He explained that they are taking payment before food reason given was ‘company policy’ I was trying to question why the other table he just served paid AFTER eating but he couldn’t hear me over constantly raising his voice to repeat it’s ’company policy’ and he is not arguing with me about it, this was weird as he was the only one raising his voice so much he was unable to even hear me saying paying is not the issue I just wanted to understand why this policy has not been consistent when serving others. When he finally heard and understood what I was saying his response was ‘it starts now’ mind you, it was a random time mid afternoon that he has randomly decided to say the company policy starts. After questioning him on the nonsensical policy he finally decides to admit that the other party paid after as the colleague who served them ‘forgot’ to take payment first, to which I replied so why did you lie? Why would a manager of a restaurant make up such a silly unbelievable lie that company policies start at random times during the day that apply to only some customers? When asked why lie? he didn’t really have a response and just offered to take the service charge off as he himself probably realised how silly he had made himself look. I really take unnecessary lies as the one Chris told me as an insult to my intelligence because why would anyone think that is a believable this to say and then to expect me to just agree and comply because the manager or member of staff of an establishment has said so? Very strange. To top that the food was very bland nothing like my many Burger & Lobster visits. Over all just a really disappointing experience and I’m seriously questioning whether I will return to any of your restaurants after such...

I've been to other Burger & Lobster locations before and I've had nice dining experiences but our most recent Friday dinner we had at their Bond Street location is going down as my favourite so far and it was great because it was my husband's belated birthday dinner too.

All the staff were very friendly but special shout out to our lovely waitress Karyna took amazing care of us, she was very friendly, helpful, attentive but not intrusive. She helped us understand the difference in the serving sizes of the lobsters from their standard offering to their jumbo lobsters and massive sharing lobsters, translating pounds into kg for usm She brought out a 1.7kg live lobster for us to inspect and gave us time to decide if we wanted to have it without being pushy to try and sell us the larger lobster option with our interest. We ended up choosing this 1.7kg sharing lobster and Karyna bought it back out again so helped us take some photos with it.

This sharing lobster comes with unlimited fries, side salad and garlic butter sauce. It was worth the splurge because there was a massive amount of lobster meat and it made it easier to eat because the claws and legs were big.

We also weren't rushed out even though we exceeded the standard 1.5 hour dining window we means we were able to finish the whole lobster thoroughly. We appreciated Karyna checking in on us throughout our meal to make sure we had everything we needed.

We had a really enjoyable dinner and we'd definitely come back. Big thanks for Karyna again for...

Exceptional Service from Sarah – A Truly Outstanding Waitress!

I had the absolute pleasure of being served by Sarah, and I can confidently say she is one of the best waitresses I’ve ever encountered. From the moment we arrived, she greeted us with a warm smile and made us feel genuinely welcome. Her professionalism, attentiveness, and friendly nature made the entire dining experience exceptional.

Sarah had an incredible knowledge of the menu, offering great recommendations and ensuring that every detail of our order was perfect. She was always present when needed, yet never intrusive—balancing efficiency and hospitality flawlessly. Despite the restaurant being busy, she remained calm, composed, and attentive, ensuring that every guest received top-tier service.

Her positive energy and enthusiasm truly made our meal even more enjoyable. It’s rare to find someone who not only does their job well but also goes above and beyond to make customers feel special.

If you have the chance to be served by Sarah, consider yourself lucky! She is a true asset to the team, and I sincerely hope she gets the recognition she deserves. Thank you, Sarah, for making our visit unforgettable—we will...