Scott's — Restaurant in London

Horrible dining experience and terrible service. Never in my life have I been treated so poorly by the waiting staff.

My wife and I love dining out and having culinary experiences. From fine dining to up market restaurants. We are happy to pay top prices, when the food and service are up to scratch. Sadly, Scott’s charges top prices but does not deliver on service and food.

The tone of how bad our night was going to be was set by the receptionist/front of house. I had the curtesy to call the restaurant ahead of my reservation to inform them I would be 10 mins late. The receptionist literally said “ok” and put down the phone. As a front of house you are the first person the patron interacts with. The way one gets treated by the front of house, sets the tone for the restaurant. Likewise when we left after dinner, she didn’t smile. She literally just said “good night”.

Once seated we waited about 10-15 minutes before any waiter came to check up on us. During this time, it seemed like we were being avoided or ignored. But other tables around us (with more senior patrons) were being attentively waited on. Coincidence?

Anyway, once our waiter finally came, he didn’t welcome us nor introduce himself; he didn’t bother to tell us about the specials on that night and worst of all he didn’t ask about allergies, which my wife has!.

But the worst was our waiter’s demeanour towards us. It was so off putting. The waiter made us feel like we weren’t good enough or rich enough to be dining there. Not sure if it’s because we are younger than the average Scott’s patron or because my wife is a POC. We just got a sense that we weren’t welcome there. This was particularly evident when we informed our waiter that we would not be ordering any wine (as we don’t drink alcohol). We were given the most dirty look. But the atrocious service didn’t stop here. When, we asked for a non-alcoholic Piña Colada, the waiter literally said “no we don’t offer that here, there is a mango drink you can order”. I pushed back and asked the waiter to go check with the bar if this could be arranged. He said ok and walked away.

We started off with the tempura prawns and the griddled prawns. Sadly the tempura prawns are truly over-battered and heavy, and the griddled prawns had been so over cooked that they were hard and rubbery, basically inedible.

At this point we decided to speak to the manager - James. We told him how bad the service and food were and were ready to leave. James convinced us to stay and offered to “restart the night”. We ordered the roasted shellfish for two, along with some sides.

The roasted shellfish for two was mediocre at best and again the prawns were hard and rubbery. A sign that they were not fresh. We finished off with 2 desserts, both very good.

Sadly, when it came to asking for the bill, we were once again left with a bad taste in our mouth. James, who brought us the bill, had only removed the starters we complained about and had sent back to the kitchen. Nothing we ordered after “restarting the night” was offered as a gesture of goodwill. Now I want to be clear, despite how bad our dining experience was, my wife and I were ready to pay the full £198 bill.

However, given how bad our experience was both in terms of service and food, I would have expected something to be offered. At the bare minimum, the restaurant could have easily offered the desserts or drinks on the house. It’s small gestures like this that really count and make people return to a restaurant, particularly after a bad experience.

As such, my wife and I will never eat at Scott’s again. Horrible dining experience and service, with rude staff that make you feel worthless and unwelcome if you look a certain way.

A small suggestion to Scott’s: train your staff to be more friendly and welcoming to all types of guests. And when there is an issue, go above and beyond to remedy the situation. Small gestures like offering something on the house go a very long way, particularly when people in London are spoilt for choice when it comes...

Formal Complaint Regarding Discriminatory Treatment and Mishandled Anniversary Visit

I am writing to express my deep disappointment and concern following my experience at Scott’s yesterday , during what was meant to be a special anniversary dinner. Regrettably, the evening was overshadowed by inconsistent treatment, an unwarranted response to our polite feedback, and a surprising suggestion that we might be better suited dining elsewhere if we don’t like some of the food based on unclear and unjustified grounds.

Dismissal of Reasonable Feedback

During our meal, i offered measured and constructive feedback. Rather than receiving this professionally, the response from staff was one of visible irritation. This made me feel uncomfortable and reluctant to express ourselves further. Thoughtful feedback, when given respectfully, should be welcomed — not discouraged or treated as an inconvenience.

Unequal Treatment Around Personal Photography

At one point during the evening, we were quietly taking private photos of ourselves at our table — seated and unobtrusive. A member of staff approached and said we were not allowed to take photos “publicly,” which was confusing given the discreet and entirely personal nature of what we were doing. What made the situation more troubling was witnessing the same staff member later take photos for another table without objection. The inconsistency in how this was enforced felt discriminatory and left us feeling singled out.

I then politely asked if he could record a short discreet personal video at our table, as I wished to give my partner a gift. This request was also denied, and the refusal was whispered to a colleague who then also identified himself as a manager. The interaction felt dismissive and needlessly rigid, especially considering the calm, respectful way in which the request was made.

Inappropriate Use of Uncommunicated “Records”

What was even more concerning was being told — in reference to previous visits — that if we were not satisfied with the food, we should consider dining elsewhere. Rather than engaging with our feedback constructively, this came across as a veiled dismissal. It was made clear that our continued patronage was not welcome if we dared to express anything short of full praise.

At no point during any of our previous visits were I was informed that our feedback was being monitored or regarded as problematic. I was never advised that offering honest, respectful comments — in the hope of being helpful — could lead to us being quietly judged and effectively excluded. The suggestion that we should simply go elsewhere, rather than expect a professional response to fair critique, is not only poor customer service, it reflects a deeply troubling approach to guest relations feeling discriminatory and unfairly treated.

What I am Requesting: • Clarification of your policy regarding customer feedback and the keeping of guest records — including how customers are informed, how those records are used, and under what circumstances they impact future visits. • Clarification around your policy on personal photography and videography — and why some guests are permitted to do so while others are not. • A formal acknowledgment that this situation was mishandled and that the treatment we received did not reflect the level of service and professionalism expected at your establishment.

This was intended to be a joyful, personal celebration. Instead, i left feeling judged, particularly another colleague who arrived who also said I am the manager, unwelcome, and embarrassed. We hope you will take this complaint seriously and respond in a way that reflects the high standards for which...

I don’t even know where to start. I left this place feeling so disappointed, as I had quite high expectations beforehand.

Service: At such an expensive restaurant, you would expect to be served by a single waiter throughout your dining experience, offering a personalized touch and showing that they care. Instead, we had multiple waiters, which could have been acceptable, but their lack of knowledge about the menu was shocking. Additionally, we waited a long time for our plates to be cleared and for someone to take our order. When we inquired about the creamiest type of oysters on the menu, they initially suggested one kind, then went to the kitchen "to confirm," only to recommend the most expensive ones. I would have been fine with this if they were indeed good and creamy (spoiler: they weren’t).

Food: We were given “complimentary” bread with butter at the beginning, only to find out later that it was charged. The sashimi, which looked appealing in pictures, was the worst I’ve eaten. The cuts were uneven, the pieces were tiny, and a few slices of yellowtail looked more like carpaccio than sashimi. The most disappointing aspect was the hard edges, suggesting they had been left out of the fridge for too long. As for the lobster, I ordered a whole grilled lobster, which was not only small but also overcooked, chewy, and excessively garlicky. Although we love garlic, it was just too much. My husband and I are fans of oysters and have tried many, but these were not creamy at all; they were just okay, similar to what you might find at a supermarket. If you’re looking for good oysters in London, I can give you a recommendation.

Atmosphere: The atmosphere was nothing special, lacking any romantic ambiance. The carpet was very dirty, and the toilet was overflowing with paper in the bin.

Price: We knew it would be expensive, but charging £30 for a 125ml glass of the cheapest Malbec and £17 for a cocktail of probably no more than 30ml was excessive. The glasses seemed intentionally dirty, adding to the disappointment. They charged a 14.5% service fee for what amounted to impersonal service and a complete lack of knowledge about the menu (other customers nearby asked about the type of fish on their plates, and the waiter couldn't answer). The total bill came to more than £400. I’m not opposed to paying for good service and quality food, but this place lacked both.

RESOLUTION: After reaching out to the provided email, we promptly received a refund of our gift voucher amounting to £250. The response was quick, and they were genuinely eager to resolve the issue. They assured us of their best efforts to ensure a much better experience next time. I have updated my review to add two more stars solely in appreciation of the gesture extended by the Assistant General...