The Eagle — Restaurant in London

A disappointing experience with poor customer service despite a nice setting and decent food.

I visited the pub with friends last Sunday and tried to order a burger using their QR code system. The order failed three times, each time displaying an error message. Thinking it might be a payment issue, I retried—only succeeding on the fourth attempt. That final, successful transaction came to £21.45 instead of the standard £19.50, as I had opted to add parmesan cheese and upgrade to rosemary fries

To my surprise, three burgers were brought to the table—each from those supposed “failed” transactions. I explained the issue to the manager and asked the extras be taken back as I wouldn’t be paying for meals I didn’t knowingly order. He said he’d managed to stop the fourth meal from leaving the kitchen, but insisted I pay for the other three, despite acknowledging their system didn’t indicate successful orders the first few times.

Despite my clear initial request for him to take all surplus meals away, these were left on the table. I can only assume because he was quite busy at this time and had other orders to bring out, but it was not my intention to leave these orders on the table.

One of my friends agreed to take an extra meal, so I was willing to pay for two. But instead, I have been ultimately charged for all four meals—£79.95 in total—despite having eaten only one, and despite the company saying they would only charge me for three. What made the situation worse was the dismissive and patronising attitude from staff. When I raised the issue at the bar, I overheard them talking about the situation as if I were at fault. Their stance was that “any normal person” would’ve gone to the bar after a failed transaction—ignoring the fact that their system clearly showed errors, generating multiple failed order messages. I was told that nothing like this had ever happened during the manager’s two-year tenure, which only reinforced my impression that they believed I was fabricating the entire situation. Mistakes happen, especially with tech. But the refusal to take responsibility, the unprofessional tone, and the complete lack of empathy were totally avoidable. I’d urge anyone using their online ordering system to double-check everything—or better yet, stick to ordering at the bar, or simply choose a different pub altogether—one that values customer service more than recouping the cost of three burgers

Edit: management have dealt with this really well so have updated review rating...

Absolutely nothing to do with the speed of your service. But if I see customers walk in after me and be served before me and when approaching two of your staff members being grunted at by one and unnecessarily rudely rdtorted by the other how exactly would you expect me to react This is 100% about your staffs attitude and this is further demonstrated by your reply. If the cap fits.

Unfortunately I can't make comment on your food or drinks and we both know why this is.

OMG did that just happen. Service is appalling I have never been made to feel so invisible in my life. I truly won't be going there again. Just wanted some food and a drink. Walked in stood at the bar was ignored, was patient, eventually asked one of the employees if he was serving food or should I ask at the bar. I couldn't even tell you what he said as it was completely unintelligible and totally rude. I then asked the bar lady if I needed to order meals at the bar and she retorted with far too much bad attitude that she will serve me but she is busy serving other customers. Now I'm standing facing the door watching new customers come in and get served before me. Thanks but no thanks. What a bunch of arrogant bigots. I won't even draw the race card but it's hard to think what else makes me the exception to the rule. Very very negative experience had in here. Be warned ⚠️ if your of a certain persuasion you may nor be made to feel very welcome. That's my personal experience can't say...

My girlfriend and I are from out of the country and wanted to visit a fun British pub. We were hungry before we went so we looked at the menu and didn’t see anything safe that she could eat at the pub (she has dairy and gluten allergies). Instead we got a small takeout from the Itsu cold ready to eat section before heading over. Itsu was closing so we decided to head to the pub and I asked the woman behind the counter if it would be okay to eat our food there if we were drinking too, she agreed but asked us to eat outside. That’s okay because there were tables outside so I bought a Guinness and we headed to our table. About 10 minutes later a dark haired woman with blue or green eyes came out and demanded that we close our boxes immediately (these were small single sushi roll boxes, it could be considered a snack). We agreed and did not try to argue, I said I’m sorry and that I asked the staff, before we purchased a drink and sat, if we could eat our food here. She went on a tirade and it was very uncomfortable and felt unwelcoming. She was extremely rude and confrontational about it even though we were not objecting. She did not ask politely or apologize for the situation but instead said “you need to close your boxes now”. If you are the woman and read this, I hope you are in a better place now because that energy you gave was not nice to share...