Tapas Brindisa Richmond — Restaurant in London

I have visited Brindisa in four separate occasions and every single one has been a huge disappointment in terms of service & hospitality.

It is truly a shame because the food is delicious and the space is very well done, but in that industry the staff is what makes or breaks the place.

Majority of waiters are not aware of the menu or drinks. They usually end up calling the head of staff/ manager of the day to suggest a dish or tell you what the meat selection / cheese selection is on the platters. In one occasion a waitress told me they don’t serve ‘whatever that drink is’ referring to sangria that was advertised on a board outside the front door. The staff needs training on the menu, on the Spanish culture, on what Brindisa is.

The most disappointing encounter happened yesterday afternoon which made me decide to write this review. The shop had over 7 tables empty outside but the staff was keeping a waitlist for people to sit. I was told the ‘waiting time’ is approx 20 mins. I decided to wait inside so I can have a drink and relax. As I went in I was stopped by three different waiters asking me if I reserved a table and if I’m there to dine, one even said that it’s not a place to just have drinks ! Brindisa is a bar & restaurant, that means you can have a drink or food or both! Eventually I managed to go to a small table, waited for over 15 mins with nobody acknowledging I was there despite 3 of the staff having asked me why I am entering the building and then I went to the bar where I was told that I have to be served by someone. By this time I was close to the waiting time finishing, so I went outside again where none of the tables have been filled and asked the waiter if I can go to any of the free tables and she said I’m number 6 still on the list, she had texted all other people but haven’t showed up. I questioned what kind of logic is this because obviously they are turning customers away - we weren’t the only people that had been told we have to wait , we were one of the few that decided to give Brindisa a chance and not leave immediately - to which she said ‘it’s the policy I can’t change it’. Very highly doubt it.

In short, I left and went down the road to Gaucho, where we were greeted with smiles and were seated within 5 minutes. In one of few tables left. Did I end up spending more ? Sure, but I was also treated with politeness and kindness.

Unless you have a lot of patience and don’t mind being ignored or send away on your day out, don’t visit Brindisa. The personnel definitely...

Second time that this happened to me. Richmond restaurant. Get in there, wait patiently at the entrance for several minutes, seeing staff in the front counter speaking about who is doing what and who don't, while me and another couple with a kid were waiting standing. Finally a bold, hungry manager decided to attend us: "annoying possible clients" He said to the couple in front of me:-"no, there are not tables outside available, are all booked" I looked around and the outside area was "literally" half empty with a quarter of those empty table full of used crockery. Oh well! Another long haired manager came out, this one was much more gentle and clearly up to deliver an adequate customer service. I asked him: -"are you telling me that those all empty tables are reserved for NOW!" He answered:-"yes, is a waiting list of 45 minutes" I said:-"ok, perfect, I will wait 45 minutes at your bar, drinking something until a table get free" He said:-"unfortunately inside is all full too. You have to understand that is all booked by local customers" WOW!!! Here is went I felt offended and upset. Why this guy presume and affirm that I am not local? The bold manager came out again, and he said rudely:-"is all booked is nothing available" I answered back:-"you are telling me that if I stay here, standing in the line for 45 minutes ALL these empty tables are going to be occupied and the cleaned and free?" The bold manager looked at me with a killer, mafia look and then walked away The long haired manager said:-"sorry madam" I said:-"thank you this is the second time in less than 3 weeks that happened this to me" And I left I used to love Brindisa, I had many lunches and drinks in many of the other restaurants. I am Spanish. So, I can say that this type of service is a VERY POOR representation of the Spanish welcoming and customer service I forgot to tell that I am a catering manager working in the industry for more than 28 years Saying this, my judgement of yesterday's experience is: what a really bad management and what a poor service and help offered to clients I won't try again to come into Brindisa Richmond. A local...

Upon arrival, my husband and I joined a short line behind another couple. Several staff members walked by without acknowledging us, despite there being numerous empty tables, both reserved and unreserved. I believe it was empty because it was only 5:30 PM on a Sunday.

A blonde employee, who seemed to be in charge, approached the couple in front of us and seated them promptly. When she turned to us, she asked if we had a reservation. After learning we didn't, she flatly stated there were no available tables for the next 30 minutes. When I agreed to wait, she added, "I can't guarantee anything," in a dismissive tone.

Suspecting something was amiss, I checked the restaurant's website and saw multiple available slots. We decided to have my husband try alone, and surprisingly, she offered him a table right away. When I joined him, she pointed to a high table and said, "But there's only this one," with a tone implying it was undesirable. I questioned her about other available tables, which were clearly not reserved.

Despite this rocky start, the other staff members were friendly and attentive, especially to our dog. We ordered eight tapas, two drinks, and a dessert, staying for about an hour. Throughout our meal, many tables remained empty, contradicting the initial unavailability claim. I took photos upon arrival and departure to show the numerous empty tables.

As someone experienced in customer service, I know how crucial first impressions are. The initial interaction with the blonde employee was disappointing and set a negative tone. Friendliness and a welcoming attitude are essential in customer service. While the rest of the staff provided excellent service, this experience underscores the need for consistent hospitality from all team members. I am sharing my experience because I don’t think this can be left aside; businesses can only improve if we share our experiences. It's unfortunate that one person's poor attitude overshadowed what could have been a delightful...