Caffè Concerto Regent Street — Restaurant in London

Ordered a ricotta. It didn't come with half the ingredients (they didn't put in the aubergines or buffalo mozzarella). Told the waitress who didn't seem to care and called another waiter. His response "that's what the chef put in" without even looking at the menu. We had to kick up a fuss, then he finally took the plate away and 5 minutes later came back with a blob of cheese on top of the original plate, with 2 cherry tomatoes. After a few minutes the waiter came to explain that the chef had run out of a few of the ingredients. That could have been mentioned before we ordered.. A rubbish excuse. Oh and the waitress who was serving us was plain rude and didn't say a word or even smile after our initial complaint. Second time I've been here and second time I've received such poor service won't be coming here again. The only reason I'm not giving this 1 star is because they took the cakes off the bill. We still had to ask to take off the service charge, as the service was unpleasant.

Note that I can't respond to the response below, so I'm updating my review instead from 2 stars to 1 star. I made the extra effort to email them below as requested. I've not received any response, or any acknowledgement at all from them. Truly abysmal customer service, and a poor attempt at making it seem like they've done...

Booked a table, 2/3 of the restaurant empty - give us a tiny table in the corner. We ask for afternoon tea & partner says: can I replace the 3 mini cakes and a scone, for one of your big cakes. “Ah, no you can’t” - no “sorry, no I’ll ask the manager”. I say: “you think the manager will say no, it’s a classy place”. Ignores me and reads our order back to us which she’d written on a scrap piece of paper uncrumpled from her pocket. We ask for tap water whilst we wait - had to ask again as didn’t come. Jam missing from afternoon tea. Waiting staff cleaning - not checking if customers need them. We ask for cream + tea refill, wait 10mins for cream, get told: “nobody brought tea?” Another 5mins … bearing in mind it is not half full and the price is for the venue/service also! Manager tells a waitress off in front of diners. £32 afternoon tea when I’ve had double quality for £20-25 … not worth it for an average afternoon tea and experience. Bill came and the extra tea was charged - “you didn’t ask for a top up, you said another tea” … it’s an afternoon tea!! The toilet was gross and tmi but, despite only having a wee and using 2 sheets of loo roll because they didn’t offer a...

I booked a table for today about 6 weeks ago and on arrival I was told that they weren’t aware of it??? , even though cafe concerto emailed me the day prior to confirm the booking, which I did , we were then seated in the worst table ever right by the toilets really close to the next table, so every time someone went to the toilet they kept brushing up against us and asking us to move to let them passed , it was a terrible eating experience. The bench we were sitting on was broken, to the degree that it was wedged in place with 4 menus to stop it moving back and forth, which didn’t work anyway because when you lean forward it keeps tipping over anyway , staff didn’t seem to care when told about these problems. We also had to keep asking for them to shut the main door as it was really drafty as it’s the middle of winter!!! Our drink order was taken after being there for 40 minutes and then the drinks came after our starters?? It’s a terrible eating experience, it’s not geared up for giving the customer a good experience at all, completely ruined the day for our party of four, it was meant to be a special day into London for us and left us completely...