Honest Burgers Brewer St - Soho — Restaurant in London

Let me start off by saying that the staff were friendly and lovely. They were incredibly welcoming, and they did try their best to provide good service. The venue was extremely busy, and the staff had their hands full, and this would likely contribute to the events detailed in the rest of this review.

We ordered 2 burgers, and I had specifically asked one to not have any pickles. Though they did take it out for one of the burgers, when it was served, the staff may have forgotten which plate was which. Though he said that I was receiving the one without the pickles as asked, this was actually not the case. After biting into the burger, lo and behold, pickles. As this was more of a preference thing, my husband and I simply switched plates, but as we both work in hospitality, we were both slightly concerned as this could have easily been an allergen issue. Had the staff switched plates by accident on a customer that was allergic, this could have ended rather differently. It might be worth reminding staff to either serve special requests separately in order to avoid this, as it could be deadly to switch plates if a customer asks for an ingredient to be removed due to rare allergies, or it may be worth implementing a system that can allow staff to distinguish plates. It is quite easy for staff to get confused if there are no markers, especially during busy times like lunch and dinner rush.

The food itself was not bad. The burger was quite juicy, but mine in particular was a bit salty, while my husband's was a bit bland. Regardless, it was an easy fix of simply adding more salt. The chips were beautifully seasoned and were absolutely perfection. You get free onion rings when you sign up to their loyalty, which is a measly portion of 3 little onion rings. Though delicious, we would probably not have paid it full price at over £3. Still enjoyed the meal regardless, and £36 for 2 people is quite standard London pricing.

The bill did take ages to arrive, close to 15 minutes, but as we were not on a rush, it wasn't a huge deal. Again, this is likely due to staff being overwhelmed and the dinner rush starting to come into full swing.

Other things to note: the tables were very sticky, but this could be from old varnished tables, so even when cleaned by staff, it remains sticky. Space in the venue was also quite cramped and it made it challenging for staff to quickly move around to serve orders.

Overall, it was not a bad experience, but there are definitely some things to improve on. The switching plates is one of the biggest concerns here, as it could potentially be very dangerous in a different circumstance. All issues could very much be remedied for better service in the future.

Would we come back? Absolutely. We are excited to see how they can improve, and we are excited to have more of those delicious chips.

Reposting this, as it seems to have been reported even though the review was not meant to be negative.

Edit: Management has politely and swiftly responded. Very responsive and proactive approach to customer service, and genuinely happy with their response. Thank you for listening to...

A Mixed Bag of Experiences at Honest Burgers

Over the years, I've become a frequent patron of various Honest Burgers locations, typically leaving with a positive impression after each visit. My latest dining experience, however, was a blend of the customary highs and some notable lows that merit mention.

On the positive side, Honest Burgers continues to shine when it comes to customer service. The staff are undeniably friendly and go out of their way to assist, creating a welcoming atmosphere that's hard to find elsewhere. Another aspect I've always appreciated is the restaurant's seating arrangements. Unlike many places where you feel cramped with tables closely packed together, Honest Burgers offers a number of booths that provide a sense of privacy and comfort. This thoughtful layout greatly enhances the dining experience, making it feel more intimate and relaxed.However, no dining experience is without its flaws, and my most recent visit was no exception. The first issue we encountered was the unexpectedly long wait time for our food. A 25-minute delay might not seem excessive in a busy restaurant, but it was surprising given that the establishment was nearly empty at the time. This raised questions about kitchen efficiency on quieter days. Moreover, when our meals finally arrived, one was disappointingly burnt. This was a letdown, especially from a place that prides itself on quality and has consistently delivered in the past. Such lapses in food quality can tarnish the overall dining experience and might deter patrons from returning, regardless of the excellent service and ambiance.

In conclusion, while Honest Burgers still offers many of the qualities that have made it a favorite among diners, like friendly staff and comfortable seating, there are areas in need of improvement. Addressing issues related to food preparation times and consistency in meal quality could help ensure that all customers leave feeling fully satisfied. Despite the mixed experience, I remain hopeful that Honest Burgers will take these points on board and continue to be a place I look forward...

Absolutely appalled. We came from a town an hour away just to try the 'notorious' chicken burgers. We waited in the queue for over an hour which isn't that bad but during this hour we were lied to about waiting times, we were told we'd be seated in 5-10 minutes then ended up waiting half an hour. During this hour long queuing time the workers didn't even think to tell us the chicken burgers were all finished/out of stock. The service was rancid; I feel very disrespected and disregarded - even ridiculed, I've never experienced less remorse for a situation that could have been avoided easily. The service is unacceptable and I do not feel this level of disregard should go unnoticed. Overall, being lied to, forgotten about in the cold night, and being left waiting for hours - despite many people leaving. The workers are slow and do not care about the customers they are supposed to value. I will not be going back to this location; miserable service, minimal apology - that is to say none at all. Outrageous. Additionally, the tables they give u have no support, and you are forced to fend yourself. No backrest, minimal cushioning and a level of extreme uncomfort. The table was not wiped clean after previous customers. The food was alright, not as good as all the other locations. We asked for a well done honest burger and received a fully red rare burger instead. The chips were stale and too salty, couldn't even taste the rosemary; we were forced to send them back for a new portion. The buffalo wings were covered, not marinated in the buffalo sauce and it was very messy to eat. Overall the burgers probably saved the meal, admittedly they were very good. If you want to go to honest burgers please go to a different location. Quite ironic the name "honest burgers" this restaurant is...