Studio48 (formerly Near & Far) — Restaurant in London

If I could make a formal complaint, I would. It started with arriving and being told they were fully booked (we had booked a bottomless brunch). They firstly sat us at the door near the entrance (where there would be no room for food and where we would most likely have been ignored), we said that we couldn’t sit here as we’d be unable to eat as couldn’t fit 3 plates on the tiny table. The member of staff then got another person to come to us, she then moved us to the lounge area (on a sofa), we then had an issue with the table being so far from the seating that we’d have to eat food on our laps. At this point, we just felt like an after thought. We then got moved for the third time to the middle floor, along with a huge hen do group. We sat there for 30 minutes, being ignored by the staff. Not being offered food, drinks etc so we got up to leave as by this point, we were just fed up. As we were about to leave our table, another member of staff came over to us and asked what the issue what, they said they would take our drink, food orders now and would also take half off our bill and would also give us the half an hour back added to the end of the brunch so we agreed and sat back down. For the last half an hour of the brunch, we got moved again downstairs and didn’t get offered a single drink while down there so really, the brunch wasn’t even worth half the price. I then realised I didn't have my bag with me. I told a member of staff and they said they’ll look for me, they looked and came back and said they looked everywhere and couldn’t find it. I was at this point really upset and stressed. They then went to watch the cctv (I regret not watching it with them), they told me I didn’t have the bag when I walked into the venue. I panicked and thought someone must have stolen it on the street. I hadn’t been to any other bars that day. We were then pressured to leave and pay the bill, with a member of staff even saying to my brother “This is not on us”.. Also had the audacity to add service charge. We searched the streets all evening for my bag. I eventually had to give up and go home. I posted photos of my bag on multiple Facebook lost and found pages, messaged countless email addresses including studio48 (near & far). Had to cancel all my bank cards, had to pay for new keys etc. Just to receive an email 10 days later from studio 48 that they found my bag. Turns out they never checked the entrance on cctv, they just checked the 3rd place we got seated. If they actually let me actively look around, if they actually watched the cctv of the entrance to the bar, if they didn't move us around multiple times.. I wouldn't have had to go through all the stress of cancelling my cards/losing my staff nominee oyster and money replacing keys/train fares etc. I'm so relieved I have my bag back but I think it's fair to say that I never want to come back here. I used to love it but honestly, this experience from start to finish.. was a mess.

In response to the reply - I never said that we were forced to move. I do think if you were busy, then our booking shouldn’t have been accepted because the tables we were seated at, weren’t for eating at (there wasn’t enough room and we would have had to eat our meal on our laps if we stayed at the sofa area). We definitely didn’t have an extra half an hour of brunch. Our brunch started at 3.30pm, we didn’t get a drink until 4pm and then got moved 5:30pm (where there were no seating so had to stand) and didn’t receive any more drinks so we had bottomless for 1.5 hours. We never refused to pay and I never accused anyone of stealing. Your staff told me they had watched the cctv and that I never entered the venue with the bag which was clearly a lie as 10 days later (not a few days).. I then got the email saying you had it all that time. My review wasn’t rude in any way but the fact you responded so abruptly and dishonestly is so awful.

I’ve also NEVER had to leave a review like this before because have never experienced...

I booked a table for my birthday for 10 people and I was quite disappointed by the service at the bar. I booked a few weeks before in order to make sure to have access to the terrace. When we arrived, the waitress let us know that there is a private party in the terrace and that she has record I booked the mezzanine (might have been a mistake on my part). However no table is ready for us in the mezzanine, we had to wait 20 minutes for the table, which I found surprising because I booked a few weeks before and I confirmed again the booking three days prior.

Once we are sited, the service is extremely slow. We had to wait each time 20 to 30 minutes for our drinks and multiple times they forgot our orders and came back to ask which drinks we ordered (once the manager came back 3 times to ask which drinks we ordered because she forgot - it was only 3 drinks). We didn’t receive one of those drinks so I asked the manager for it and she said that her waitress told her that she sent the drink and didn’t believe me, until I said that I could show her on the table that there was not this specific drink.

Other issues included a drink coming half empty (margarita) that we had to send back and a waitress removing the plates that were still full of food (when we were still clearly eating). I had to ask her to stop but she already took away a full plate, which I had to pay.

When I raised these issues with the manager, she told me that she was busy with the private party in the terrace and proceeded to ask me “what would make you happy?”. This surprised me because I didn’t think I would have to explain her that she could make the evening better by doing a commercial gesture (free food and/or drinks). After I explained this, she brought round of shots for the table and a slice of chocolate cake for me saying that she “hopes it makes you happy”.

I do not recommend the studio48 kitchen and bar for an event such as birthdays (not even just for a drink or food). I spent more time worrying about my guests getting their food and drinks than enjoying and I definitely regret paying the service charge. I understand that the manager and waiters might have been overwhelmed by the private party in the terrace, however the organization should be reviewed to give an appropriate service to both the private event AND the other tables on a Saturday night. Even more that we were most of the time the only table in the mezzanine. Only good point, the...

I booked the terrace as a private event booking for my birthday. The service I received (particularly from Emmanuela) was completely unacceptable when a problem arose. The music was not working which was fine it was a technical error but I had to wait over 2 hours to find this out. When I did address that I was waiting for this long, Emmanuela responded rudely and with a confrontational tone. I’ve raised a complaint and despite explaining that I feel uncomfortable returning to the venue, they insist that I return with a free gift voucher provided by them. All I want is a simple refund of PART of the service charge but they seem to be adamant I come back to the place that ended my birthday night on such a sour note. Definitely will not be returning and a few friends had seen this place when looking for their own events but have reconsidered after the way the issue was handled on the night. My best advice is to avoid this place because not everything goes right when you’re hosting an event for 26 people and you’d rather be in a place where they know what customer service actually is. Can you imagine the bartender offered me a free drink upon hearing the issue which honestly I did not care about, all I wanted was a decent apology (on the night) which I thought was just basic customer service. I’ve worked in a restaurant/bar before and I have never spoken to my guests the way that I was spoken to at the end of the night. Avoid the stress and book your event elsewhere!

In response to their comments below: even more reason for you to avoid this place. I’ve seen on other reviews where they gaslight people who have complained. Absolutely hilarious response and completely untrue but of course you will comment like this because you truly have 0 customer service skills. Absolutely shocking that you would respond like this but thank you for showing people why they should avoid your bar! P.s the device I brought was an iPhone but sure blame me again, really showing your excellent customer...