The Station House — Restaurant in London

DO NOT ATTEND - highly unprofessional staff!

Please note the below reply to my complaint is on behalf of the business and not a genuine customer reply as you can see from the title : reply from owner.

The below reply is a lie and a clear attempt to cover up the awful service I received and to make a genuine review seem untruthful. It is filled with lies starting with the couple being on front of me when I arrived not behind. I also am hoping that Roxanne did not ask customers to leave reviews on her behalf and hand them a work device to do so during their so called pleasant visit as this would be unimaginable.

This review is clearly by the business so either way please see it for what it is… an unprofessional Staff member that argues with customers and does care about the service they receive or how she mad me feel.

Original complaint!

Roxannas negative and rude attitude spoils this amazing place!

She is rude, abrupt, does not know what a smile is as she never has one on her face. The place can be busy and quiet depending on day but it’s never to the brim!

We visited this place and thought it could be a regular for us as it’s local but after a very rude experience with her, I sadly won’t be returning.

I usually walked to a sit of many are free and never had a problem, one day I was walking in as per usual and saw an elderly couple waiting. I said to them as there was tables available we normally go to a seat, they smiled and went to also walk to a table, at this point raphial rushed over and said to me, can you not see the sign, it says you must wait to be seated (hand gestured and drew a sign with her hands of what a sign looks like as if I was stupid). There was no hello, smile or greeting just straight into an annoyed tone at me walking towards an empty bench. She could have asked me to kindly wait to be seated instead of snapping at me.

I was so shocked at how she spoke to me, after a second or two of processing her manner and tone directed at me, I explained to her that they way she spoke to me was very rude and I didn’t like it, it’s was very unnecessary and it made me feel uncomfortable, to which point she began to argue with me told me she did nothing wrong, she is telling me to wait, she told me I had done this before and she said nothing as it was quiet but today was busy so she was telling me to wait, This was clearly a built up issue and she decided to snap rather than explain to me the process in a polite manner.

She embarrassed me infront of other customers and my mother and continued to argue with me about how she made me feel. My mother was so embarrassed by how she was showing us up. She even walked over to colleague and was complaining shaking her head towards me. My mum decided this is not a place she wished to visit and we left and won’t be returning.

This is sad as I am in love with the pizza and other staff are lovely.

One bad apple has spoiled it for us. It’s even more upsetting as we had been the day before and spent £90 and £100 on the Sunday before!

Roxanna my advice would be to be kind to customers, smile once in a while, soften your tone and do not argue with them when they tell you that you had been...

The reviews on google do not reflect the real experience you will have at Station House.

I am writing this after visiting the place numerous times so it’s a true and honest reflection of the place.

The food can be brilliant however never consistent - few times the burger came out totally burned and god for bid you try saying anything - last time this happened I was told by a female staff (short lady with a very rude attitude)“that’s how it’s suppose to be”. How can you possibly say this to someone sitting there with a burned burger which even smells burned. My ten year old daughter was horrified and shook her head in disbelief.

Apart from one individual (tall guy with glasses) the rest of the team members look miserable, no smiling faces, (to be honest I have been to more exciting funerals) mediocre service at best and if they are slightly busy, expect to wait for a pint for at least 25 mins

Coming back to my burned burger, after this horrifying last experience I requested for the bill and the burger was still on my table only bitten into once. The bill included service charge which I requested to be removed as I felt on this occasion the place had failed to serve me my food and were happy to give me a bill for a burger I haven’t even eaten. The lady asked me what’s wrong with the service and why do you not want to pay for it and she said it loud enough for everyone around to stop & start listening into our conversation

Not wanting to ruin my evening any further I just paid the bill and left.

Anyone looking to visit this place, I will still recommend it as there are not many other options around but pls arrive with your expectations at zero and then build from there.

P.S pls kindly get rid of the big concrete plant pots you have outside, it’s very inconvenient to stop and manoeuvre around them specially during busy times. Should they even be there as you have taken over half the pavement ? perhaps I should write to the council to do something about them ?

P.S.S.. I have read thru most of the other 5* reviews and I never seen a pub with so many reviews with food pictures, looks like a parade for the menu items ? Makes you wonder how many reviews are paid for ? Some of the pictures are repeated in the reviews and who goes to a pub when it's completely empty to take pictures ? very suspicious. wish I can get my...

I want to like this place but tonight's experience was just ridiculously poor. Not for the obvious service or food reasons but for how a poor customer experience was dealt with. I'll give 2 starts as the food itself was ok.

We had the truffle chips and surprisingly I found not one, not two but three big chunks of melted plastic in there. The way I discovered it was by having two of the pieces in my mouth as part of a bite. We're taking 3-6cm pieces of hard melted plastic.

I immediately notified the staff who told management. The manager showed up and took the chips away without thinking too much of it or trying to rectify the situation. He basically left with our chips and that was it. It then took 10 min of us just sitting there not sure what to expect. No one showed up to apologise, maybe offer a drink or an explanation or just check in. Then the manager returned with some new chips and the phrase: "here are some new chips if you dare try them again" and they refunded £3. That was it. No explanation, no real apology and just a "get on with it attitude". Apparently it cost £1 a piece of plastic in a customers mouth... leaving a bad taste for obvious reasons.

It's not about the event because mistakes happen all the time, but about how poorly they handled the situation. It's easy to nip a situation like this in the bud by letting your customers know your handling it and offering them anything they need to ensure they have a good experience in your pub. Nothing of that sort happened and it's a pity as this was...