Harvester Royal Hanwell — Restaurant in London

When we arrived we waited 10 mins to even be recognised, upon being greeted at the door we asked for a table for 4 people. The lady looked at the restaurant and said all of our tables are taken sorry, we then asked if we could have food at another table and was told we weren't allowed as it wasn't apart of the restaurant. May I just state that I have used this table before when they have been busy, upon observing there were several tables that were available and just needed to be cleared up. When I pointed the table out to the waitress and told her she could clean and we could sit there, she reluctant agreed. We waited for her to clean the table grabbed some drinks whilst we wait and finally become seated. From when we first walked in everything declined we should have really just walked out the door, we would of had better service from macdonalds. Whilst sat at the table with the drinks we just got from the bar, a waitress comes and asks us if we need drinks which evidently we didn't we were only 3 sips in. She then asked if we were ready to place our food order and I asked her to give us a couple of minutes which turned out to be 10. Hunger kicked in and we went to the salad bar instead, there was only two bowls out which had not been touched because they were not clean and we had to ask the chef for more. Next we go over to get some rolls only 3 left on the shelf, we also had to ask for them to be stocked. Roughly 7 minutes of having out salad bowls we got the waitresses attention to place our order. We asked what the supplement was on the 2 or 3 course menu and she said she didn't know. My example was upgrading the steak size from 10oz to 12oz, she still had no clue. We then recieved our food which looked like there was a shortage of peas to be precise I had 32 peas on my plate. The peppercorn sauce was horrendous and was disliked by the whole group so we sent them back and asked not to be charged. The manager told the waitress since it had been served to our plates we would be paying for it, we dipped in it once it was nearly touched. I then asked for the manager to come and see me at the table to waiver this from the bill and only me out of the group took a beef dripping replacement instead. He agreed and I had another 10 min wait for my beef dripping, by this time my table had finished thier food. My bland steak went cold whilst I waited for my sauce to arrive, I then continued to finish my food as I was hungry. We then ordered rocky Road horror which was basically a choclate icecream Sunday, then asked for the bill. The bill came and it said the it was £19.99 for a 3 course meal or & 17.99 for a 2 course. We had 3, 3 course meals and 1 2 course meal and the bill came in at £98. Upon asking the waitress why it was that high she went and asked the manger who sent her back out, I'm guessing she didn't have a clue as she come back flustered and was knocking everything over. She then calls for assistance, in which another lady helped her work out the bill and came to us to explain. Our bill should have been £77.96 but we was told because we had steak we had to pay £5 supplement. This is naughty and steak should not be on a 3 course menu at that price since supplement means a thing added to something else in order to complete or enhance it. Which we did not do, so your 3 for for £19.99 is extremely misleading especially when I did not add or enhance the option given. This must be changed at this point I'm absolutely livid and so is the rest of my table. I just couldn't wait to pay up and get out of there. Personally Harvester is ticked off my list for good now and I will not be returning, its safe to say the rest of the table said the same. Let's not forget to mention another beer that we asked for mid meal and we waiting so long we...

Dear Harvester Hanwell Team,

I hope you are well. My family and I have been loyal customers of Harvester Hanwell for many years, particularly because of how well this establishment accommodates my son’s severe food allergies. Over the years, we have seen staff and management changes, but we have always appreciated the kindness and attentiveness shown by the team.

Firstly, I would like to extend my sincere gratitude to a staff member named Lily. She was exceptionally attentive to my son's allergies, taking the time to reassure us and provide all necessary information. Her kindness made a lasting impression—my son was still talking about her on our way home. It’s rare to come across such a caring and dedicated individual, and we truly appreciate her efforts.

However, I would also like to bring to your attention some concerns regarding our recent visits. On multiple occasions, we have encountered what we believe to be the manager, Thin Thin (apologies if the spelling is incorrect), who has been somewhat abrupt towards us. During a recent visit, despite having a booking, we inquired about dining outside and were simply told there was "no table service" before being handed menus with no further clarification. As long-time customers, this was the first time we had received such a response, leaving us uncertain about what was expected. We ultimately decided to dine inside, where Lily once again provided us with wonderful service.

Unfortunately, we also observed the manager, Thin Thin, critiquing Lily and urging her to hurry. At one point, my husband overheard the manager questioning why Lily was laughing with us at the table. It was disheartening to see a staff member who was going above and beyond to make our experience enjoyable being rushed and seemingly discouraged from engaging with customers.

As a family who has attended your restaurant for many years—especially for events like Breakfast with Santa—we have always valued the warmth and friendliness of your staff. The ability for staff members to connect with guests is part of what makes dining at Harvester such a welcoming experience. We hope this feedback is taken into consideration and that all staff members feel supported in maintaining the high standard of customer service we have come to appreciate.

Thank you for taking the time to read our feedback. We look forward to continuing to visit Harvester Hanwell and hope to see the team thrive in a positive and welcoming...

I was here the other day with Phil Paul (see recent reviews) and wanted to clarify my side of the story after seeing the reply from the owner. We weren't asked to vacate your premises, we left because the staff was rude to us and to other clients. We picked a clean table surrounded by other people eating so we understood that was the right place to sit, however I was told the opposite when I got to the counter, and I was treated like if I was doing something really wrong while nobody was explaining to me why all the other tables were actually been served food, so after waiting the queue I had to come back to the tables and sit in a dirty one instead, then get the number and go back to the bar where there was another queue of 3 people. The client just in front of me, who claimed having worked there years ago, was replied by the staff with a "but you aren't anymore, are you?". All the clients were served until it was my turn, I was the last one. Then 2 of the staff members went somewhere else and the one remaining started cleaning the counter leaving me waiting unnecessarily. When I suggested if she could take my order before that as it was the second time I made the queue, she reacted again as if I was being the rude one and wasn't cooperating. Your staff certainly seem to be very stressed with this situation and I can understand that, but we just wanted to have a good time and being treated that way just killed the mood. We have been in other small places with gardens 4 times smaller and they managed to have 1 way systems and a way to order from your table, you would expect that from a big chain like yours. Also in other places you are ask to wait at the entrance to be seated (just like your restaurant used to do but not anymore) , then you are explained what to do next. That would have solved the problem with choosing the right table and avoid 2 queues before even being asked for your details for track and trace. I think you should take these reviews in a constructive way an do something about it instead of blaming the clients for not knowing...