Chick and Beers (Burlington Road) — Restaurant in London

Poor Customer Service and Frustrating Experience

We recently visited this restaurant, and while the food was good, the customer service was absolutely terrible. When we arrived, I asked if they had kimchi pancake. One of the staff went to the kitchen and came back saying they did and had already placed the order because it takes time. As we were choosing the rest of our food, another staff member casually mentioned that they only accept cash. We didn’t have any cash, and they told us to get some from a nearby ATM. My husband went to the ATM, only to find out that it was out of cash. When I asked the staff if they accepted bank transfers or any other payment method, they said no, just cash. They suggested trying a gas station’s ATM, but that one was out of service as well. We had no choice but to leave our son at the table, drive to multiple places to find cash, and spent 45 minutes searching before we finally managed to get some. By the time we returned, the food was cold, and my son, who had been left waiting and hungry, didn’t even want to touch it. The worst part? The staff didn’t care at all. They didn’t acknowledge the hassle we went through or offer any kind of apology. It felt like they were saying, “If we don’t accept cards, it’s your problem.” To make things worse, after we struggled to get cash, they put up a handwritten “Cash Only” sign by the window—as if they only thought of informing customers after our bad experience. It’s understandable that it’s a family-run business, but that’s no excuse for such poor treatment of customers. We also had to pay for the parking twice because of the delay, and after all that stress, the food was tasteless to me. If you don’t carry cash, avoid this place. The inconvenience is...

Food is great and tasty, staff are friendly and lovely but don't order delivery or even take away!! I think they should manage the customers expectations much better and they don't. I have ordered via uber eat and also direct take away both really bad experience. I was initially told delivery is 45 min to 1 hr then started to go up and it was 2 hrs and 10 min by the time i received the food. The same with take away i was told to be there 45 minutes from the time placing the order as i got there i waited another 20 min. I think it is fair if they cant handle the pressure of orders they should stop taking orders for take out and just serve the customers in the restaurant. As i mentioned i love the food but they let you down if you are not eating in and this has happened 3 times to me, slightly better experience take away at Coombes branch. The restaurant is letting down their great food by not managing expectations well. Just...

I usually don’t leave reviews, but today’s takeaway experience was so disappointing that I feel others should be warned.

To the owner: • Why are you only accepting cash? In this day and age, it feels like you’re deliberately avoiding card payments — it raises serious questions about whether you’re reporting your sales properly to HMRC. • What happened to the customer-focused service you once had? It seems like you’ve completely lost interest in the quality and experience you offer. • Have you actually tasted the chicken you’re serving? What I got was mostly bones, barely any meat. It was inedible and felt like a rip-off.

I left feeling frustrated and completely let down. What used to be a place I enjoyed has now become one I wouldn’t return to — and definitely wouldn’t recommend.

To anyone thinking about eating here: think twice. It’s not worth your money or your...