Burgh House Cafe — Restaurant in London

Chaotic system: I had to queue 2 times (each time longer than 10 mins) just to order simply because everything my friend picked are GONE. I had to go back to the table, re-take my friend's order and queue again, and being told the new thing we wanted to order is GONE AGAIN. (After I checked with him what's available on the menu each time)

And this is happened on top of the fact that all the hot food need to wait for 40 mins.

Bad Service: When I was queuing for the 3rd time, at the end of line, the staff came and asked me to take the drink back to the table first. I stated that I'd rather not to join a longer queue after I queued twice. He still insisting until my friend showed up and checking if everything's alright. Then the staff instead of taking our order first, he asked us to go back to the table, as he'll come to our table and take the order. ("I'll make this super easy for you, I promise" as he said)

He showed up after 37 mins, literally. And me and my friend already decided that we might as well just share my plate (which hasn't appear yet just so you know) coz we don't want to wait another 40 mins on top of all this.

And me and my friend already decided that we might as well just share my plate (which hasn't appear yet just so you know) coz we don't want to wait another 40 mins on top of all this.

Extra Surprise: When we thought this is the worst: the ONLY HOT FOOD I managed to order still hasn’t being served after 1 hour. My friend went to the counter and check, the staff said the food is on the way.

Then, the chef shows up at our table, and ask what we ordered.

I took their flyer of wedding venue coz Burgh House is a nice place. But I left the flyer at the cafe table after seeing what their catering team is capable of.

This is literally the longest review I’ve written, but seriously, if you can’t handle the logistics to run a proper kitchen, you should’ve just serve coffee and cakes or salad. There were similar reviews all the way back to months ago, which only tells that this cafe has no...

I either write reviews for amazing service or terrible service and unfortunately today it’s the later.

The cafe itself is beautiful and in a wonderful location however it was the customer service that brought the stars down.

My friend and I both ordered the zartaar sweet potato salad. The potatoes were very undercooked, they barely had burnt edges as it would if cooked properly. It was so hard even the thinly cut pieces were still crunchy. At the start of my meal asked the staff were these potatoes cooked, he responded ‘it wasn’t me who cooked them’ I also asked would I get a stomach ache consuming them?’ he responded ‘well it depends how strong your stomach was’. I asked the staff member can he check with the team and let me know. He never returned so I had the salad leaves but left the potatoes.

At the end of the meal I requested for a refund but was denied because I had 90% of the meal. Despite being patient we were left waiting and passed around because new customers were more a priority. Staff was also heard making snarky remarks in the open kitchen and ‘can they not stand there it’s in the way’. I was then given the manager’s email to request for a refund but I’m honestly upset how unprofessional it was handled.

I’ve been told amazing things about this place a shame my first experience was really disappointing

Edit: the manager reached out to apologise and offer a refund. However when I reached out for the refund radio silence. Most definitely will not be coming...

DON’T GO. I would give zero stars if that was an option. The staff are grumpy, inept, aggressive with a terrible attitude. The set up shambolic. The amount of time it takes to make a coffee is beyond comprehension while the queue gets longer and longer. I don’t know why there are tables in the room where orders are taken - customers confused about the queueing system getting in each others way, not enough room so the staff get in each others way. I witnessed several unhappy complaining customers (there was plenty of opportunity as the queue was moving at glacial speed). No apologies when things went wrong. Tourists who had made a special trip rudely being told food and beer weren’t being served even though it was made to look like they were. This is a BEAUTIFUL spot and the cafe has the potential to be a magical place to sit and eat however it is more like a horror show. Years ago there was a lovely, welcoming, competent (Spanish?) manager. We would go and have Sunday lunch and it was like fine dining. The odd time things might go wrong but he was so gracious - and that made all the difference. So my advice is DON’T GO. There are bad vibes in that place. Such an awful shame as it used to be...