The Oceanic Pub & Kitchen — Restaurant in London

Popped in with my daughter for a bite to eat on Friday 13th at about 17.45 after arriving from Dubai before coach trip up north. Young lady who served us at the bar took order, not very welcoming I might add. Food was served - expected bigger portion for a platter to share but it is what it is, ate it, good taste.

I'd ordered tea to take away, when I went back up to the bar I told this unsmi server that I'd like my takeaway tea as we were ready to leave. She acknowledged and then went on to serve someone else who arrived after me before bringing my tea over. When I pointed this out to me, stating to her she could have said sorry for the delay ( I told her we needed to leave for the coach) she got stroppy when a short man not in uniform also behind the bar came out she took him behind the door 'briefed' him on what just happened and when they both came out she pretended to clean up. I called for his attention to explain this poor form of customer service from his fellow member of staff - I expected an apology, but oh no, he was equally rude, abrupt saying names of staff couldn't be given out yet I see in reviews below they're stating staff names. He then flicked his hand at me and walked away because I said I wanted to discuss this unprofessional customer service behaviour specifically hers with the restaurant management/ owners. I am senior manager in a customer service organisation - APPALLING CUSTOMER SERVICE from the two of them to say the least. They forget our money is what pays their wages! Another thought I had as I was on the coach was I'm a black woman - could this be the reason for such arrogant, unfriendly, rude behaviour because this young lady (and the duty manager) is Asian was smiling and being pretty friendly to other customers who were not black. I was the only black woman there. In the year 2023 I don't expect such stupid, ancient behaviour. CUSTOMER SERVICE TRAINING URGENTLY NEEDED...

I'n not really sure what the owners taught or told the staff here but after an all-time horrible experience in 2020, I decided to give this place another chance today. Here is a brief summary of both my experience

2020: Visited at night on a weekend, overpriced food, non-existent service. I tipped £1 despite all this as I thought maybe all the staff had a rough day, as the restaurant was about 70% full that time, althought that really shouldn't be a problem. The waiter rudely made a comment on my £1 tip instead of thanking me. Forgettable experience, I decided to just move on. I gave them the benefit of the doubt.

Today 29 Jan 2023 I decided to give this place another go. I had to take my family to the airport and we just needed to fill our stomach. Again, the service was terrible. Waiter made a mistake with giving out our food and did not apologize. We asked for 4 glasses of tap water and he took 10 minutes to give us one glass. He was grumpy throughout and spoke terribly.

I am quite impressed as to how consistently low the service quality here is. Achieving consistency is a very difficult achievement even for the brightest of minds, yet the staff here was able to do it.

My family was convinced that they do this on purpose and that its part of the culture here to just act below standards. They are obviously being sarcastic but I am starting to believe that its true.

IMPORTANT This is the only restaurant around Terminal 3 departures outside of the security gate and I get that spending on adequate staff training to maintain customers might not be of great business value here, but its as if they spent good money training the waiters how NOT to do their job decently for whatever reason. If you are desperate for food around Terminal 3 departures, eat here at your own risk and DO NOT TIP - they don't...

I'm sorry, but after today experience have to sadly leave just 1*. First I want say I know how hard hospitality could be as I been there my self for 20y+and I'm never happy to complain. Luckily I didn't order any food but beer. Been away for month and was excited for good lager...ordered Stella wich is my favourite. Ordered first no problem, the second was bit sour so I asked as could be new barrel and they offered me "something which should be similar to Stella and Pilsner(as a Czech girl what love beer) I have to say was nothing like it at all so sour. Apologies for the complain a they said the manager is coming to sort it out.Good to say I've tried get attention from staff for good 10 min and get absolutely ignored while walking around me and avoiding eye contact another 10 min wait for manager who didn't showed up at all. Well why I writing this...its not just for the taste but now I'm on bus for 4h journey and already puked from that bad beer. Which I had just taste off So thank you and not thank you for memorable experience....