Monster Burger BBQ & Grill House Ilford — Restaurant in London

Restaurant experience was poor and food was good.

Here is the details.

Ambiance

The style and character looked simple.

The interior decor was dark and dated. Lighting was poor quality.

Table and chairs are standard not comfortable unless you are on the back row where you have the soft seats.

The restaurant had poor ventilation and did not have a pleasant smell.

Restaurant has an open kitchen that looks good but the grill food smell / aroma stays on the clothes.

Atmosphere was very busy and not enjoyable due to many factors like not being welcomed and greeted. Also too many people at the door with no Restaurant Queue Management with limited table waiting area.

Booking

We had a booking and we were seated for our time of booking.

The booking system is on a paper note book. Our booking had a different name which was written wrong but our number matched so it was confirmed that it’s was our booking.

To avoid confusion and disappointment to customers this restaurant needs to update the way of booking.

Food

Food was good and It was served within a good timely manner and presentation was good.

Drinks prepared well.

It’s was a great shame that we didn’t enjoy eating the food at restaurant as we had people waiting around for tables and they were leaning on our table whilst we were eating. There restaurant did not manage the crowd or have a system in place for this or a waiting area that was big enough for the crowd.

We had to take the food home.

Food prices were reasonable.

Parking & Transportation

This is a hit and miss as parking limited. Parking bay are available during off peak times but limited during busy hours as it’s very difficult to find parking. Double Yellow Line everywhere.

Best and easiest option is for public transport.

Crowded

This restaurant does not have a Restaurant Queue Management System nor does it have space for customers to wait for tables.

This affects the diners who are eating as people are leaning on tables and watching the diners eat that makes customers feel uncomfortable.

Suitability for customers

This restaurant is Not suitable for people with religious face covering or people who have enjoy private quiet dining.

Service

Not enough service waiter’s. Our waiter was not friendly or helpful. He was very assertive in the way he was he was talking. It looked like he was not happy to work or he was stressed out. Whatever the reason was we don’t need to see it as we are the customer and I booked a positive family dinner.

Our drinking water and condiments did not arrive when our food was served and we had to ask for it 5 times which is unacceptable and poor service. We waited 25min for this.

We had an issue with our table waiter when we were eating our starter’s he came to take the plate away and I had to tell him we are still eating our food and not finished. This was 10min of being served food and over 20min of being in the restaurant. I can see that the restaurant was really busy with lots of people waiting around. This was a negative experience and we felt like we were being pushed out.

When I spoke to the manager he said nothing about what I said that’s has happened with our waiter and he did not apologise. This was also unacceptable.

Also to point out that staffing level was very poor as the restaurant was very busy.

Lighting

Not suitable for disabled persons with visual impairments

Disability / Accessibility

This restaurant is not suitable for people with disabilities. The restaurant is not equipped with space for mobility user’s.

Recommendation

My recommendation is to avoid this restaurant unless improvements are made by restaurant owners and who are accountable for making a positive experience for customers.

Also more importantly this restaurant is not disability &...

Wont be going back! Shame as food was nice and good value...but poor customer service and need more experienced front house staff members, did not enjoy the evening at all. We booked and drove in 40 mins from outside London where we came to eat out as heard good things....positives are that they let me pray downstairs and the food came quick despite them being busy. Negatives. ... we arrived at 8.33 instead of 8.30 and were told they were waiting for us and that we will now have to wait for another table... then we were sat in the worst table in the place, just by the front door corridor... our table crammed in clearly to just make money and no thought on customer experience..... people were standing over us waiting for a table plus delivery drivers, and bumping into our chairs constantly, i dont enjoy people looking at our food over us and directly at us. Said to the guy that sat us down a few times to move us to another table ( before and after we ordered our food) when available as soon as we sat down ...but were given lip service only as they were constantly sitting other customers down after us. They actually sat someone on our table before us then the customer refused to sit there and was moved to another table. Once the food came....another waiter said that there is no point moving us now as your food is here. They clearly had no intention of moving us...frustrating. I complained before I left, their response was that it was busy and that once they sit people down they dont normally move customers. I told them when a customer books, they should be upfront if they are sitting them on a substandard table. Neither me nor my kids enjoyed the...

Having been to their Whitechapel branch several times i was really looking forward to this evening's meal in Ilford.

We ordered exactly the same as we do at their Whitechapel branch:

x4 Honey chilli wings Rump steak with chips Bethnal green classic burger meal Mac and cheese Strawberry Mojito Glass of tap water

We wanted two flavours for our wings half and half. I do remember the whitechapel branch allowing us to have 2 flavours across 4 wings. The gentleman here said we would need to order 8 wings if we wanted to go halves.

This is our first visit to their Ilford branch, we was hoping for something similar to our experiences of Whitechapel. The chefs will always be different, they can't be at two places at the same time.

With my food this evening I honestly think they forgot to add salt. The steak and chips was bland and so was the burger meal. After eating half our food i decided to add salt. Boom we made a recovery, the flavours were all there albeit a bit too late. I think this was an honest mistake.

I did mention it to the gentleman at the counter there was no salt when he asked how it went.

I also noticed their prices had gone up too.

Food presentation and service was good.

I'll tell you now, i think their whitechapel branch is better.

I know how good they can be. Having just opened up new in place of Pie Factory (which was also our regular go to place). I am going to give them the benefit of the doubt.

3.5 / 5. I will round it up to 4.

I will revisit again in...