Dear Grace — Restaurant in London

As someone who currently works and has worked in customer service for the last 8 years I absolutely HATE writing negative reviews but the customer service I experienced here just wasn’t great. My boyfriend and I came to watch the euros on a busy night so wait times were understandable! We ordered food and drinks and both were reasonably priced and delicious and arrived within a good amount of time, the staff were also really lovely at this stage. Afterwards I ordered a cheesecake after seeing it on the restaurants Instagram page. After half an hour of waiting I decided to chase it up, the waitress told me she would check on it for me. 15 mins later a different waitress came to our table and asked ‘are you still waiting for the cheesecake?’ We said yes. 15 mins later (1hr total) the cheesecake finally arrived but burnt (like a basque cheesecake, which wasn’t what was advertised) and also was served piping hot, which was very unexpected. I asked one of the waiters about this and he confirmed this is not how it’s meant to be served and sent it back to the kitchen and said he would bring me a fresh one. I waited around 25 mins for this with no update as to what was going on. At this point it was past 22:00, the football game had ended, people were leaving, we wanted to head home too. I ordered the cheesecake at 20:45. So I went to the bar to ask to cancel it as it had taken way too long, I was told the chef had been defrosting it as an explanation as to what took so long and offered a drink instead. I asked for a refund which was given but no apologies at all for the inconvenience and was made to feel like I was in the wrong. My main issue is with the lack of communication the staff had with me about the issue and the lack of service recovery. It’s a shame because I really enjoyed the food and the drinks...

I want to take a moment to highlight the truly exceptional service we received at Dear Grace in White City, thanks to two outstanding team members: Osob and Faisal.

From the moment we arrived, Osob greeted us with a warm and genuine smile that instantly made us feel welcome. She was not only friendly but incredibly knowledgeable about the menu. She patiently guided us through the options, offered thoughtful suggestions, and ensured we felt relaxed and well cared for throughout our visit. Her warm energy really added to the overall dining experience.

Faisal, on the other hand, deserves special recognition for his professionalism and remarkable attention to detail. One of our guests has a severe nut allergy, and while we were considering a dish that didn’t list nuts as an ingredient, Faisal overheard us discussing it and immediately stepped in. Without hesitation, he brought over the detailed food and allergy menu, and took the time to explain — clearly and thoroughly — how certain dishes, though nut-free in ingredients, may still be prepared in environments that handle nuts. His awareness and proactive approach quite literally prevented what could have been a serious allergic reaction.

I cannot overstate how grateful we are for Faisal’s attentiveness and care. It’s rare to encounter someone who takes their responsibility so seriously and approaches it with such calm and clarity. He went above and beyond, and his actions reflect an exceptional level of training, integrity, and genuine concern for guest safety.

Both Osob and Faisal turned what was already a lovely evening into a truly memorable one. They are absolute assets to the Dear Grace team, and I hope they are recognised for their incredible work. Thank you again for such a safe, thoughtful, and...

The service was some of the worst I have experienced, firstly we booked but had additional guest at the time, due to a reservation (that never arrived) we was offered bar stool, 2 of our party were in their 70s so were not stable to sit at bar stools, we asked if our 4 person circle table could be joined to a table of 2 or the 3 tables of 2 pushed together, the reluctance to host us was loud and clear he pushed the stools and we explained the ages it was almost that or nothing, barring in mind they had 2 tables of guests so the restaurant was empty are they in a position to turn people away? After our persistence and several eye rolls from him he joined the tables.

Then I see the menu has reduced dramatically but seems no one has noticed the old menu is still on display outside. So a few bits people planned to order wasn't on the menu. 50% of the orders came out wrong unsure if it was the waitress or the kitchen and one of the Caesar salads was around 70% smaller than previous visits

Then after eating there was no usual greeting of anyone for dessert or coffee or more drinks that you would get in any restaurant, she walked over and almost threw the receipt on the table, it wasn't even our receipt, we gave it to the manager who gave it to the right table, she then came for payment we had to redirect her for her to then come back with our receipt and throw that on the table.

To be honest it was a celebratory family lunch and it was horrific from...