Tropix — Restaurant in London

Honestly had a great time here. Booked a table for fifteen for my birthday and we had a good time.

Issue came when I tried to politely (and I mean super politely) enquire about my deposit.

I’d paid one of £75 to secure the table — totally cool. However, on the night we all ended up purchasing drinks and food separately, as everyone felt like different things at different times. Because of this, there was no group bill and so Tropix didn’t have the chance to refund my deposit (to be taken off bill). That was totally fine, our decision, and I was told I’d be reimbursed separately once I got in touch.

Two days after the night, I sent an email thanking Tropix for the evening and enquiring about how I ought to go about getting said booking deposit refunded. Nobody replied, so I followed up with another polite email. No reply.

I eventually called a couple days later.

Here is where it gets disappointing. The guy who picked up was almost immediately defensive and insinuated I had cut him off with a totally unnecessarily aggressive tone. I hadn’t, I was just attempting, after a couple of wasted minutes, to let him know what he was saying was factually incorrect:

First, he told me “club night” starts at 9 pm, so the £5/head had been used for my guests’ entrance fees. I told him this wasn’t true, because when I booked online it had said I’d be refunded via the bill.

He then changed the time to 10 pm, insisting some of our group arrived after that so he’d have to “check with the door lady”. That would be fair enough, except he’d already tried to lie about the club night time (9 pm suddenly because 10 pm), and kept cutting me off.

I understand why: I kept calmly but firmly confirming that, no, the email confirmation I had stated VERY clearly that club night starts at 10:30 pm.

He kept saying that was wrong, or insinuating I was lying. I read the email twice to him. He eventually checked their emails himself and then mumbled that he was sorry and that “it should say 10 pm”.

I said I was sorry to hear there was an error in their communications, but that that was not my fault.

He was condescending and dragging his heals so hard to refund me the relatively small amount I was legally owed. We spent hundreds of pounds that night — why should I pay an extra £75 for… nothing?

I asked him why the club night time had now changed three times in our interaction, hoping he’d apologise for being rude.

Nah. He cut me off again, mumbled quickly that I’d receive my refund soon, and then hung up.

He was being patronising and off for no reason; I wasn’t asking to be refunded unfairly. Not cool, hints of sexism (just fully doubt he would have spoken to me like a child had I been a guy) and a total waste of my time.

Has left a bit of a bad taste in my mouth, tbh, which is a pity as we were all looking forward...

I can’t even begin to type how bad this place was. Pre-booked a table for 7 people to eat & drink here and a £35 deposit was required. When we arrived & ordered our drinks we were waiting 50 minutes before we got our drinks. We only got them as I had to go to the bar to tell them we were still waiting. Within 20 seconds they were at our table which wasn’t surprising considering the cocktails were made using cheap pre-made cartons! It was a further 30 mins before our food started to come out, we were seated at our table for well over an hour at this stage. The service just got worse and worse the longer we stayed. The first 3 mains came out without the sides that it was supposed to come with. The rest of us were without food for another 20 minutes, and again when the rest of the mains came, all at different times, they were also without the sides. We got tired of waiting and asked to cancel whatever we had been still waiting on and asked for the bill (we had been there 2 hours at this stage) - we just wanted to get out of the place ASAP. When we received the bill we were expected to pay for the sides we did not receive (LOL!). I had to argue with the waiter to tell him to take off the bill what we did not receive. He was trying to bargain with what he could remove (offering to remove the cheapest thing we ordered instead of everything we did not get - it was wild!). The waiter aggressively grabbed the menu from my hand and spoke to his manager before eventually coming to his senses and removed what we didn’t get. In addition to this they tried to add two items to our bill that we never ordered and this seems like a common trend amongst other reviews so be careful of this - it’s obviously done on purpose! Every time he was removing something from the bill, which was stuff we didn’t receive or even order, he had to go back and forth between myself and his manager who clearly doesn’t know how to run a restaurant or provide any level of customer service, which clearly rubs off on their staff. To top it off they also they had no intention of taking the deposit off the bill unless I said it which again he needed his managers approval to do. This was honestly the worst experience & service I’ve ever received in my life. You honestly could not pay me to go back to this place, which is a pity as the food we did get was actually very nice. Terrible service from...

The food was poor, small amounts and tasteless. - the food was also cold and had tasted like it was pre-cooked and rewarmed.

The staff were very rude including the main lady at the door on the following date. (16/9/2023. Firstly they told us 1 hour before to come 30 minutes later when we had already started making our way there via Uber thinking we wouldn’t make it on time - paid for an Uber so early to just be sent away from the venue. Terrible customer service.

We arrived at 6pm the original time of the booking in which they sent us away from the venue and told us to return 30 minutes later instead of offering us drinks from the venue in the outdoor seating.

We then arrived back for the brunch - the lady at the door had terrible service, a very very rude and I found racist person whom was rude from beginning till end. She told us to sit in one corner but did not specify where to sit in which we sat in the seat available. When told us to move a man accused us of being drunk (after not even having finished our first drink) the lady at the door tried to argue with us about not being in the correct seat when she told us to sit in this area and did not specify a seat (surely having booked in advance a table should have been ready in advance and staff have been more accommodating to us considering we arrived on time.) We had ordered our food and drinks in which were specified as we were vegetarians. 30 minutes later we were told to move tables as we were in the wrong seats - when we tried to bring this up with the lady who put us in the wrong seat she was very rude back and showed us a lot of attitude as well as another male staff member (the guy with the microphone)

When asked for their names they refused. After this service was poor from everyone but one lady. She was very kind accommodated to us regularly whereas when we wanted attention from other staff member we were just ignored whilst everyone else received service every 5 minutes.

I WOULD NOT recommend this place for a brunch as the staff are not accommodating and very impolite to customers. I am very disappointed in the service considering this is my first time in the venue. Would not recommend to others and would not return here again. From working in hospitality and in a bar myself this is terrible and slow service.

POOR...