Il Bacino — Restaurant in London

I am writing to formally express my disappointment and frustration regarding the way I was treated at your restaurant yesterday. This was not my first visit, as I have dined at your establishment before, but after this experience, I will certainly never return.

From the moment I walked in with my two children, I felt unwelcome. The staff member at the door looked at us and immediately sat us at a table near his office desk, away from the main dining area. When I asked if we could move, as we were seated right by the door where the draft was quite strong, he simply said he would close the door. I then noticed an available table in the middle of the restaurant and asked again if we could move, especially as we were expecting another person with a baby. He bluntly refused, without any explanation, which left me shocked.

Despite the poor start, we decided to stay since the children were hungry. We ordered food and drinks, and while serving the apple juices, the staff member spilled one on the table, which also splashed onto me. At the time, I was wearing my brand-new brown coat, which I had just worn for the first time. I wiped off the juice, assuming he would return to properly clean the table, but he never did. I even took serviettes and wiped it myself, expecting him to come over and sanitize the sticky surface, but again, he ignored us.

When I requested the bill, I noticed that a service charge had been added. Given the experience, I asked for it to be removed. However, the real issue arose after I left the restaurant. Once I was on my way home, I noticed my coat was stained from the apple juice. I immediately called the restaurant to explain the situation and politely asked if they could cover the cost of dry cleaning. The staff member initially told me to bring the coat back to the restaurant, but when I explained that I needed it cleaned as soon as possible and could not leave it with them for days, his attitude completely changed.

He became rude, dismissive, and outright hostile. He claimed I had been “extremely rude” from the moment I walked in, which was simply not true. When I tried to reason with him, he started yelling at me. I calmly asked him to lower his voice, but he continued shouting, telling me he didn’t care and that I could “do whatever I want.” Then, he abruptly hung up on me.

This kind of treatment is absolutely unacceptable, especially from a restaurant that serves a community full of families. The way children and families are treated at your establishment is appalling. I have never experienced such disrespect in any restaurant, let alone one I have supported multiple times in the past. Frankly, I am speechless that a place serving so many families in Wapping could treat...

As locals we have been coming here, since it was opened. At the beginning food was excellent with their menus changing seasonally. Staff were friendly too. Then it has declined with the worst experience last year, as we went there 3 times and all 3 visits service was rhe worst we have seen and as the food you couldn't eat it. The issues we have faced last year were on one occasion they have brought my partners meal out and mine was 10 minutes afterwards. We have complained straight away and they brought a small bowl of fries untily meal arrived. On another occasion we have asked for the wine menu and we never received it. The staff were very rude too. As we have decided to give them another chance this year we weren't disappointed with the food, as that it was delicious and cooked well. The staff were attentive but management lack on their service skills. They only talk to customers they want to talk to, while ignoring others and when they have taken our plates away they never offered us the dessert menu. We have been asked if we wanted a dessert after we have asked for the bill. It will take us a while to go back...

We had a reservation, but ended up half an hour delayed due to the trains. I called the restaurant to tell them we would arrive at 8 if they could still seat us, which they said they would. I asked if we could order over the phone, since we would only have another 30 minutes to eat once we arrived. The (I presume) manager wouldn't let us do this. I even offered to pay for it over the phone as a takeaway for peace of mind (they do have a takeaway service), hoping to take the table which he had said he could offer us. It's not great customer service, but I wouldn't have held it against them for a rule that nonetheless seems quite obstinate. The reason I have to give this poor review is that when I then asked the manager if he thought we would have time to order and eat in half an hour, he said yes. When we arrived, he said it would not be possible to even have something small. Essentially, he wasted our time, as we had walked half an hour on the assumption that we would be able to dine. He was very unapologetic...