The Horse & Well — Restaurant in London

I wanted to share an experience we had with our recent food order through Just Eat, as it raised some concerns. We received notification that our order was delivered, but it hadn’t arrived. After trying to contact Just Eat without a response, I reached out to Horse and Wells directly by phone. Unfortunately, I was met with a rather unfriendly attitude, with no apologies given. I was simply informed that the order was left in a “safe place,” which turned out to be on the ground floor for an unknown time period. This was both unhygienic and unacceptable. As of now, I haven’t received a refund, and the lack of care shown during the phone call was disappointing. I believe that when using a delivery service, good communication and resolution are important for customer...

If I could give this place zero stars, I would. The food was mediocre at best, but the real issue was the shockingly poor customer service. The manager—possibly the rudest and most unprofessional person I have ever encountered in a hospitality setting. When I raised a very reasonable concern, I was met with outright hostility. Rather than resolving the issue, the manager doubled down, refusing to listen, and essentially implying that I was the problem for expecting basic decency. Their arrogance and unwillingness to take responsibility were astonishing. A restaurant can survive bad food, but with management this appalling, it’s only a matter of time before they drive away every customer. Save your time, money, and patience—go somewhere that actually values...

we came on the bank holiday Sunday karaoke night ,this was our second time in this pub quite a time since the last visit ,we approached the bar and was served by an extremely nice male member of staff ,he realised we were new faces and went above and beyond to make us feel welcome but we have to say that there was a female member of staff who was standing beside him that seemed to be staring at us intently with no smile, my sister even tried smiling at her but no smile came back ,each one of us when we got to our table said how uncomfortable she made us feel ,we even tried figuring out why ,we came to the conclusion it was just very bad customer service , very unfriendly ,we won't be coming...