KASA - Bar & Grill — Restaurant in London

I wanted to leave a glowing report. My parents had been twice and wanted to take us for my dad's birthday. I'll start with the positive. My food was hot, plentiful and very tasty (beef tagine!) But for us, it ends there. We were not greeted on arrival at 7pm. It took 15 minutes for anyone to come over to even order drinks and a further 5minutes for the drinks to come. The staff worked slowly and looked bored. They stood behind the bar with long faces and we felt embarrassed to 'disturb' them to ordee more drinks. The food took FOREVER. The mixed olives came after 25 minutes. The kids (age 11 & 13) were increasingly bothered by the lack of food. When my younger son's kids burger arrived it was a slab of meat in an open bun and some chips. There was no offer of ketchup and not a piece of salad in sight. OK it didn't say salad on the menu, but burgers usually have leaves or tomato?! My husband's burger was basically the same, but with some salad. Care for presentation was non existent. My sister and my mum then got their Pargiot which looked and apparently tasted nice. However, my husband and younger son were almost finished by the time my older son got his 'kids' schnitzel. This was an insult! It was a very flattened piece of meat, covered in crumbs and fried to within an inch of its life. It was so tough, my son chew it and left half of it. My food then arrived. It was fabulous looking and tasted great but my poor father still had nothing and half the table had finished their meal. I managed to catch the eye of whom I now know to be the owner's wife to ask where my dad's food was. After a few minutes she returned with a chicken tagine that she had collected from another table - She had given them my dad's food, the man had cut into it and then realised it wasn't for him but didn't say anything. She presented this to my father with her explanation, and said not to worry she was sure he hadn't eaten any of it. Absolutely gobsmacked! No apology, she just reiterated that she had made a mistake and that he definitely had not eaten any of it. When she realised (after we told her how inappropriate this was) she offered to take the dish off the final bill. She then offered to have it remade but as my dad had waited an hour for his food, being the only one left to eat and being diabetic, this was not an option, so he very reluctantly ate it. The presentation of the food itself was also awful. The top was burnt almost all over (baring in mind I had the same food without a single burn mark) but luckily he said the inside was tasty. To add insult to injury, the lady returned (still not with an apology) to reiterate that the man on the other table hadn't eaten any of it. She was extremely rude to my sister who was trying to explain why it was all so wrong, and I had to tell her to just leave it now. This lady then proceeded to talk about us to the manager/shomer and then again to the owner, directly in front of us (at the bar right next to our table) at which point I told her it was totally inappropriate. The owner said he had just arrived and she was just filling him in, to which I replied that they should find somewhere more discreet.

The whole meal was marred by the poor service, slow service, food coming out at such random times, food being given to someone else, cut into and then given to us - and the sheer chutzpah that apparently that is acceptable?! The attitude was shocking and they need to seriously work on their customer service and communication skills. After all this, not one complimentary dessert or drinks was offered, despite it being my dad's birthday. Needless to say, for the first time EVER, we did not leave a tip. We arrived at 7pm and left at almost 10pm, the kids were so fed up and the oldest was so hungry, he ate almost a full meal when we got home! What should have been a wonderful family celebration was a really bad experience all round. We will not be returning...

I am not usually one to leave reviews, but this was honestly one of the most terrible experiences eating out in London I have ever had. Our group of 8 were squeezed into the centre, with minimal room behind the chairs, meaning any time someone passed to the toilets, or staff brought food from the kitchen, we were continuously jolted. When we got the waitress' attention to order, she was impatient and extremely unhelpful. She then proceeded to interrupt one of our guests to obnoxiously ask 'are you ready to order or not?' This was while he was in the middle of trying to communicate his order.

Well, this was the beginning of a master class in how not to run a restaurant.

Our starters arrived, and it has to be said that the bread was delicious and salads were excellent.

The main course, however, left much to be desired. The beef tagine was overly sweet, as were the beef ribs. The pargiot skewers were so salty that several pieces were inedible altogether and my wife and I actually spat them out.

One of our guests ordered a second beer, which the waitress proceeded to partially spill on his back. Whether a mistake or malicious, there was no realisation, no notice, and in keeping with the rest of the evening, no apology.

When it came to the end of the evening, my father went over to the bar area to request the bill, and that service charge be removed. At this point, the same rude, obnoxious waitress from before starts arguing with him, denying her outright hostile and rude behaviour from earlier and making a scene.

No apology, no contrition, no inkling of care that the meal we had just spent over £330 on was completely ruined by her disgraceful and unduly combative behavior and woeful approach to customer service.

The owners of this place should be embarrassed of this waitress, just as we were embarrassed to have taken our guests to such a pitiful excuse of an...

Thank you for your latest response.

Actually, I did have to ask three times for the ketchup and water.

Once it was delivered there was no problem in asking and receiving some more ketchup.

I did not have the lafa. I tipped out the contents of the schnitzel lafa.

I also did not have the pita that came with soup.

The soup was nice, which is why I ordered another bowl. But very shallow in content, I'm afraid to say.

As I said, portions should be larger.

I paid the service charge because I couldn't be bothered to make a fuss.

Tiny portions.

Single fish fillet. Made to look more it's served on a very small plate.

Small dishes of rice and salad.

I left hungry.

Very expensive and lacking in genuine customer interests and care.

Service was never attentively followed up, if at all.

Had to ask several times for the same thing.

A distinct lack of desire, or plainly inexperience to succeed in prioritising the customer with food satisfaction.

Responding to your reply below I asked for water three times and for ketchup three times.

The presentation of the food placed in front of me was underwhelming with only one fillet of salmon. People are looking to come away from a restaurant full up and not left hungry.

All told my bill was near £40 with two soups and service. I really should not have paid for service.

In actual fact, each time one staff member squeezed through the gap at my table he jolted my table without apology.

More portion size and customer satisfaction and less fuss about the price...