Lord Roberts on the Green — Restaurant in London

Poor!

I attended Lord Roberts on The Green with my partner on a quiet Sunday morning for breakfast. The venue itself is lovely. The problems arose upon ordering our breakfast. I ordered Avocado on toast and my partner ordered a ham/cheese croissant.

slow service hairs in food poor customer service

The service was slow which I found unacceptable considering we were one of three tables at the time. We received our drinks quickly but I had to wait an unreasonable amount of time for my avocado on toast. When the waitress brought my food to the table she told us that we would have to wait a little while longer for the croissant, this I found strange as they should serve both meals at the same time. We waited another 10-15 minutes for the croissant to arrive and when the waitress brought it to the table she said 'sorry, we have had a bit of a cheese melting disaster with your croissant', the croissant was cold, and the cheese had not melted in the slightest! My partner chose to eat the croissant regardless. Half way through her meal she found two black curly hairs in the centre of the croissant, at this point she chose to stop eating it.

I took the croissant to the staff inside and told them about the hairs as well as the fact that despite waiting so long for the croissant it was cold. The waitress responded by saying that she knew it was like that and offered me another one. If they knew the croissant was so bad then why did they still serve it?! I declined another croissant and asked for a refund.

After waiting an age for the manager to refund me she chose to give me £4.95 in change as opposed to placing the refund back on my card which is how I paid, or she could have given me a £5 note instead which would at least have been more professional.

The service at this venue was far from satisfactory, the staff clearly don't know what simple customer service should be. I would not recommend this venue for a casual Sunday brunch there are far better venues in the area and at a fraction...

We hosted a 1st birthday party here and were deeply disappointed by the disorganisation and poor service. Despite booking for 1:45 PM, we were told our tables wouldn’t be ready until 2 PM, leaving a large group standing and waiting well past 2pm to be seated. We were informed that the manager had recently been sacked, which explained the clear lack of organisation.

The staff, although polite, were very young, untrained, and lacked basic hospitality skills. We had to repeatedly ask for essentials like water, cutlery, plates, and drinks. Food took sometime to arrive and, when it did, the sandwiches were stale and crusty. Tables weren’t cleared even after multiple requests. Tea was brought without enough cups and tea.

We requested a highchair and were handed a cloth and told to clean it ourselves. One member of staff was more efficient, but we could see her visibly frustrated with her colleagues and telling them off in front of customers in a rude tone.

Paying the bill became a frustrating ordeal, compounded by the confusion around the sacked manager. The owner was incredibly rude, speaking over me on the phone and saying she should charge us extra for staying longer—when the delays were entirely due to their own inefficiencies but was making an exception on this occasion. When we voiced concerns about slow service, we were told it was unfair to complain since they had to serve 17 people—yet that’s exactly what a booking is meant to prepare for.

To top it off, we overheard other tables complaining and spoke to people in the queue who also had issues—including not being able to get through by phone and having to come in person.

We’ve had great experiences here in the past, but this visit was unacceptable—especially for a special occasion. The staff clearly need proper training in professionalism and customer service. A real shame - just not the great place it used to be. We will not be coming...

I had a fantastic rainy Tuesday sitting in the conservatory of this little gem of an establishment. Decor was beautiful and staff were active, professional, friendly and knowledgeable. Not only were they excellent, they genuinely seemed to enjoy the job which created a great atmosphere. I was honestly stunned. It was such a nice homely feel. It was also busy when we arrived.

We’d booked a table and our booking time was politely and decoratively written on a small stand at our table (including the time our slot ended) but we didn’t get the impression that we had to rush at all. In fact it was pouring with rain and it got a bit quieter after 1pm so we were welcomed to stay. So we had some tea and cake, which was delicious.

Staff were helpful with the menu, I have allergies and there was absolutely none of the panic that unsettled me in some establishments when I mention it. I felt confident about picking food. I was delighted to find they offer turkey bacon and had eggs. I did have to knock off a star for the eggs Benedict. The eggs were between runny and well done and I found the muffin a little dry so it missed some flavour for me, but the coffee was amazing, as was the rose tea I had later.

It’s worth adding that the toilet here was one of the nicest smelling I’ve ever been in?! It smelled like strawberries and was super clean, always a massive bonus.

Oh and the restaurant is not only dog friendly, but staff are really nice to dogs, it was so cute to see how well a little poodle was treated in there. There was a little comfy bed , a bowl of water, and treats offered to the pooch, which was adorable.

I will definitely visit again soon. Great way to spend an afternoon. Definitely book ahead to avoid...