The Brew House Café — Restaurant in London

I am writing to raise a complaint about the service I received during my visit on Thursday, 15th May 2025 at around 2:00 PM as I couldn't find an email to write to. I came for lunch with two friends as we often do and unfortunately, our experience was spoiled by the unacceptable attitude of a staff member.

We each ordered soup, something we always look forward to, especially when served with your usual accompaniments of toasted seeds, chilli, fresh bread, and butter. However, the woman serving us was rude and unhelpful from the start. When the first soup was ready, she simply held it just past the counter on her side without making any attempt to pass it over properly. I had to struggle to reach it myself, and instead of helping, she looked at me and commented, “Well, my arms are short,” which was completely unnecessary and quite rude.

Later, I asked for some toasted seeds, as the bowl was empty. She said, “Help yourself.” I explained that the bowl was empty, as she could see it herself, and she replied, “Yes, then it's finished,” without any effort to assist. I asked if she could bring some more from the kitchen, and after making a face, she went out the back and returned less than a minute later saying it would take 20 minutes for more seeds as they had to be toasted. Again, there was no apology or effort to offer an alternative, just a dismissive attitude as if I was being unreasonable for even asking.

This entire interaction felt dismissive and unnecessarily unpleasant. We visit regularly usually once a week and have always appreciated the warm atmosphere and quality service. This staff member’s attitude was completely out of line with the standards we’ve come to expect. When I asked for her name, she refused to provide it, but I trust that management can identify who was working at that time.

I sincerely hope this is followed up and addressed, as this person’s attitude reflects poorly on your otherwise lovely establishment. I would appreciate a response confirming that this complaint is being taken seriously.

Kind...

I decided to buy some food here and it was chaotic to say the least. i spent £36 on The most disgusting meal I have ever eaten! The vegetarian option was a disgrace. I had to wait at least 15 minutes and ordered Hispi Cabbage with quinoa and red pepper slop. This meal consisted of half a undercooked cabbage cut in half with some dry sweet potato chips served with undercooked broccoli. I absolutely don't know why you would serve a vegan option like this which was so bad. I also ordered two oat milk coffees which were so strong that I left them. Just don't offer a Vegan or Vegetarian option if you lack experience or enthusiasm to make food that is edible. I queued for rather a long time to get the meal and sadly bought two. My day out was nearly ruined by such a lazy disgusting meal. I will never eat in this place again. However I have given one star for the delightful vegan cake I ate. Sadly I only bought one slice to share with my husband. I took a few bites of the meal and left it. I should have sat at the tables like many others in the know and either ate my own food or just stuck to cakes, black tea or juice. Absolutely not a place to eat for vegans or vegetarians. A cabbage cut in half and not even shredded is an absolutely bizarre choice to serve. Very unpleasant experience in such a...

I have been coming to the Brew House for many years, watched it change and alter, along with its staff over all that time. It has been pared down to a remnant of what it used to be, no longer offering hot food options, just sandwiches, pastries, drinks (and icecream in the summer) at high prices. The sandwich selection has always been comically minimal and overpriced.

However, the main loss is the warmth and connection to the visitors of Kenwood. The staff are few and they are mostly quite aggressive men who are unfriendly and strange. I was nearly assaulted when entering, ordering and taking my tray to the garden, simply because I had tripped accidentally upon entering via the seating area, which they interpreted as a sign of vulnerability. One of the male staff who may be a manager as he has been there for a few recent years also once overcharged me on purpose.

Very negative experience recently, although the seating area outside is still the beautiful place it used to be, a rest and refreshment for all visitors in company and community.

The cafe has lost its connection, purpose and professionalism and is a sad disappointment to its...