Onyx Restaurant & Bar — Restaurant in London

Myself and my sisters attended this disgrace of a restaurant this evening. We arrived at 8.30, which was our designated slot, the head waiter asked us to wait outside, baring in mind it is January and the weather is bitterly cold, and reassured us that the table would be ready in 5 mins, we however had to wait a further 15 mins to be seated as our table was not ready. We were finally seated but had to wait around 30 mins to order our drinks, no one came over to even offer water for the table! We also had to ask for menus which again was delayed being brought over to us. We had to wait a further 30 mins for our drinks, we then ordered our starters and had to wait 90 mins just for starters! When the head waiter was questioned regarding this, his response was extremely confrontational and we were made to feel like we were the problem and that we weren’t allowed to complain regarding the ridiculous wait for simple starters. The night progressed on and I cannot express how poor the customer service was, I eat out regularly and can say without difficulty that this is by far the worst restaurant I have been to. Around 5 tables throughout the night walked out, some without paying, because the restaurant was so poorly managed and some customers were still waiting for food from before we even arrived! The manager is one of the most disgusting people I have ever come across, we refused to pay the full cost of the bill and offered to pay 50% due to the experience being dreadful and she decided to hold us hostage in the restaurant and called the police. I was so embarrassed when the police man arrived as there are far more serious crimes that he could be dealing with out there. The head waiter (who is a man) also pushed my sister to prevent her from leaving the restaurant. They accused us of harassment and blocked the door so we could not leave. We ended up paying 50% of the bill as we had initially said we would do, so the manager of the restaurant wasted a police officers valuable time and could have potentially have jeopardised his ability to support someone with a REAL crime. The food was also bland and extremely unauthentic, if you like Italian food get yourself down to Tarantinos, the best Italian food and service in Hornchurch by a mile! I would avoid this restaurant...

Amazing food and drinks but very disappointing service

Food and cocktails were delicious but the service was very disappointing! We were shown straight to our table as we entered but had to wait 20 minutes to even order a drink and the restaurant only had a few other tables at the time.

We then had to wait another 15 minutes for our cocktails which is understandable, but our waiter came over to the table next to us twice and didn't even ask us if we wanted to order, we had to call him back to ask to order our food, to which he replied yes in a minute and was nowhere to be seen for another 5 minutes.

Another server then brought us a portion of chips that were not ours and took them all the way to the other side of the restaurant to another table, so a clear lack of communication between servers!

Our food and drinks were delicious (thankfully) but we ended up ordering another round of drinks each time a server came near our table as they were not making any effort to engage with tables unless called over and they took at least 15-20 minutes to make. We ended up being served by the manager twice whilst the servers were huddled by the front door which she then went to break up!

I would love to go back for the food but am put off by the service and how long I would have to...

Really like onyx staff are really really attentive and on top of everything. Kay who I have met numerous times is a real credit and asset to the restaurant, not sure he is the manager but he is a class act. I attend Saturday 20th for the brunch. Good was good not the same standard as when have I attended for dinner numerous times but was good quality, hot and prompt. Only issue I have with onyx is the volume of music. The brunch I expected to be loud but for 1pm in the afternoon I was unable to talk to anyone on my table whilst I wasn't there to discuss business being unable to hear people under 2 foot from you is for me a sign that volume control is maybe needed. I would even suggest that the waiting team struggled to hear us at times. I have also found this to be case at dinner. As someone who doesnt like to just criticise I would maybe suggest using one set of speakers and having a section of the restaurant in a relative noise medium.

I love the restaurant and the food is very good. Service is always top class. Kay is a gentleman. Just struggle withe nightclub levels of volume.

Thanks to everyone who works so hard though and I would recommend to...