Frankie & Benny's — Restaurant in London

This is the worst experience I have ever had, not only at F&B's but at any restaurant ever.

Firstly, when we arrived the waiter (who later refused to give me his name) didn't ask if we had a booking - which we did. We were a family of 4 (2 adults, 2 children). The restaurant was empty but he proceeded to push us at the back of the restaurant, in the corner and away from the very few people that were there. Immediately this felt off and we politely asked to move.

We asked to move closer to the window for a better experience and atmosphere and was told we were not allowed because we needed a high chair.

Eventually we agreed on a different table that was more in the middle of the restaurant but it didn't stop there.

As we were taking our baby out of the buggy the manager, Kamal, immediately came over and told us to move our buggy. We hadn't sat down or even got the kids settled into their seats yet.

I then explained to the manager that the treatment and experience we received from the beginning was awful and rather than the manager apologising and looking to resolve the issue - he doubled down.

He started to argue, talk over me and tell me that we were the ones making an issue. Overall the customer service received was absolutely horrendous.

When I informed the manager that I want to make a complaint he walked off, I asked him his name and at first he refused. I then asked if this is how they treat their customers and he repeatedly told me to 'sit down'. I then asked for his name again and eventually he told me, reluctantly. I asked for the waiter's name and he refused.

The initial waiter came over and I asked him for his name and he told me no and that the issue wasn't with him.

Like I said at the very beginning, I have never received such terrible customer service in my life.

As well as this review, I have also made a formal complaint.

The biggest shame is that F&B's used to be my favourite restaurant. Won't be going to this brand or any other...

AVOID THIS PLACE IF YOU DON'T WANT TO WAIT 1 HOUR FOR YOUR MEAL!!!!!!!!I went to this place to dine in with my two siblings under the age of 14. At first, when we got there at 5:20 p.m.They were quite welcoming to us at the entrance. As soon as we got seated,we requested our drinks, which came in about 5 minutes. We ordered two large juices and one kid's drink. The Kids Drink came with an offer for a refill for 50 pence,which I got for my youngest sibling. When I requested another drink for my sibling, the staff acted like they were too busy to bring a refill drink for a kid. We waited another 5 minutes to get the kidsrefill.Then, after about 20 minutes, they provided us with our starter, but after that, the experience started to become unpleasant. The staff became unattentive. People who came after us got their meal before we did, and when I asked the staff about our meal, they ignored my request. I quote the numerous staff members I asked said, 'The food will be here soon', which soon turned into a wait of 1 hour and 5 minutes, to be exact. After numerous complaints to staff, one of them was kind enough to request for a manager to come and attend to me. The manager finally came and apologized and offered to provide me with a 50 percent discount for the inconvenience. At that point I lost my appetite as I just didn't enjoy the atmosphere anymore and the food looked like it was prepared forcefully. If you are going there, go at your own risk and have enough time to wait; if not, don't bother because there are plenty of other restaurants that will acknowledge your presence as a customer and be apologetic for the...

I'm a regular customer since more than a couple of weeks now and used to love their customer service more than the food and still do somehow. Especially the one provided by Izabela the woman from Poland, the other girl with the perfect nationality mix including Jamaica, and the tall guy, whose names now slip through my mind. Unfortunately, It can't be said the same about the dark haired 'manager' working there. And the following is the reason of my statement; Last night, I went there for dinner due to them having the £5 pasta promotion. Ordered the one with meatballs and ended up receiving an overcooked pasta with the meatballs still cold inside, tasting like if they've been cooked while still frozen. Not to mention that made my stomach quite upset. Anyway, long story short, after reported it to the previously mentioned dark haired 'manager', she decided to offer me an ulterior discount. And I wouldn't had update my previous review, if it wasn't for the way she dealt with this specific situation. Her facial expression was clearly of someone feeling annoyed and irritated and with all honesty, I wouldn't be surprised if she had even thoght that I was pretending her to give me that ulterior discount. (Which I didn't AT ALL- neither I wanted! )(No, it didn't seems She reacted that way because of the kitchen f**k up) Then, carried on with collecting my payment in a very rushy way, like if She wanted me to get off her face as soon as possible. Which, quite frankly I've found it to be very rude and totally unprofessional. I'm definitely not coming back in the...