The New Cross House — Restaurant in London

The customer service is appalling. I placed an order for the lunch time deal at 3:04, and didn’t realise the deal ended at 3pm (though I had already placed an earlier drinks order at 2pm). Since I missed the cut off - it would be more pricey. I asked the attending staff, if the manager would be willing to override it at all - he said he would ask. She came down around 3:09 and bluntly said no. Fair enough.

After a couple of minutes, I decided to go through with the order (with the full price cost). I had a student beans discount code, and there appeared to be some issue with the card machine accepting payment. The staff told me I should pay after my meal.

After about 10 minutes, he signalled to me that I could pay now. I presented him with my discount code and he said that he could no longer use it because the order had already gone through and the company policy would not allow it (despite me not completing the payment and using my code).

I said to him that it was strange since I hadn’t actually paid as of that time, so I should be able to use my code. I then explained to him that it was my first time here, and I’m not sure if I would come back, and that the managers’ approach and policies may inadvertently drive people away. He then proceeded to say that he couldn’t care less.

I was in utter disbelief. So much so that I thought I must have misheard him - but I didn’t mishear anything because he said it again! Shocking. I told him that he was extremely rude!

At that point, I completely stopped engaging with him. He apologised and said it had been a long day. Despite his later apology, it was clear there was a lack of concern for customer satisfaction and care.

Additionally, a duplicate meal mistakenly emerged from the kitchen, further highlighting the disorganisation. While it seemed the worker was overwhelmed and needed more support, it doesn't excuse the poor treatment of customers.

Regarding the random meal, the staff said we could keep it. In my opinion, it would have been better if he/the company themselves intentionally did this good will gesture, because of the horrific treatment I endured. From the looks of it, they probably wouldn’t even allow customers an additional bread crumb which they had not paid for.

Also, there were 3 belligerent, drunk people who just couldn’t keep the noise down. The manager seemed to take great care of them. FYI all these shenanigans took place in the middle of the afternoon.

Do I recommend?...

🚇 New Cross Gate 🍺 £6.00 Level Head

The New Cross House is located in the heart of New Cross in Southeast London. The nearest station is New Cross on the Windrush line.

The first pub on this site was a 18th century coaching inn called The Golden Cross. The New Cross House was built in 1856 and is said to have given the area its name, formerly known as Hatcham. The pub changed its name in the early 1980’s to the Goldsmiths Tavern after the University. In 2011 the pub was substantially renovated and re-launched as the New Cross House and is now operated by Greene King.

This pub was a former live music and comedy venue. It was the original venue of ‘Vic Reeves Big Night Out’, a live comedy night he started here in 1986 and also where he met future comedy partner @realbobmortimer

This is a bright and airy one bar pub that has a contemporary feel. The servery dominates the landscape and stretches down the length of the bar. The decor consists of a boarded floor, a mix of seating that includes comfy booths, a pool table and some stunning Victorian glazed tiles that thankfully survived the refurb. At the rear of the pub is a partially covered beer garden.

The beer selection will please most with a choice of mainstream beers, craft options and cask ales. I decided on a pint of Level Head, my pint was decent, price point was average. The food menu offers Pub Classics and Pizzas, Fish & Chips costs £16.95, Roasts are available on a Sunday.

I arrived just after 3pm on a pleasant Saturday afternoon in February. The pub was busy with a mix of punters including a large group of friends with young children. The atmosphere was upbeat and convivial, there was nice feel to this pub. The service was on point, the team on duty were welcoming and friendly.

Lots of history attached to this pub, I love the fact that this place is where Vic and Bob met. The pub today offers a comfortable pub experience which seemed popular with the locals. I enjoyed my time here, The @newcrosshouse_ is worth a look if you’re in the area.

📅 25th January 2025

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Very disappointing experience here.

We booked two tables to celebrate my bday in the garden (which we specified) and were never told that the garden had been closed for refurbishments. We called to let them know that we were late and arrived to find that 1. The garden was closed and 2. They hadn't even reserved our tables inside. When we tried to order drinks and food, they basically didn't have most stuff in the menu. They got our drink orders wrong and came to the table to let us know that the mistake was ours (it wasn't and we could prove it, fortunately). We ordered a platter that never arrived and we're pretty sure we still paid for it. The staff approached me (even though I was wearing a crown so I was obviously the bday person) to ask me if I wanted the cakes now or later, thus spoiling my surprise. Even though we ordered large rounds of drinks, it took them a while to make them and we were sat by the bar, the staff failed to let us know that our drinks were ready most of the times. Food came without cutlery and napkins, which we had to source ourselves (as well as toilet paper when we used the restroom). All of this even though the pub was empty. Most of my friends and I have a lot of experience working in hospitality and we could tell that the place was totally unmanaged that day - it showed and it was quite disappointing. Today, for some reason, we get a message from them letting us know that "our reservation has been cancelled". It's all a bit of a mess, no?

If a manager wishes to get in touch, I'm very happy to discuss this...