Venue 295 — Restaurant in London

The venue staff and manager are extremely poor customer service providers. There is a clearly an unethical culture of dishonesty and exploitation when it comes to customer service.

I had a terrible experience at this venue where I was kicked off a table I had paid (£250) for because the venue had resold my table without informing me. Additionally, my belongings (valued at approximately £50) were moved by venue staff without my knowledge or consent, and subsequently lost by staff. I was made aware of this on my return from the bathroom by my friends who were at the table. To provide context, I bought the table at 11PM; the event ended at 4.30AM; and the table was resold and my property was removed at approximately 1.30AM.

As soon as I was made aware of the situation, I made several attempts to address this issue with venue staff and I was passed around from person to person with no accountability being taken as who authorised the reselling of the table or the removal of my property. After 45 minutes of several failed attempts to speak to the venue manager, I was able to address the issue with the venue manager directly who also took no accountability for either of the actions taken. I was only offered three complementary drinks as ‘compensation’ as the venue refuses to refund the £250 payment and refuses to take accountability for the lost property and compensate me appropriately. I was the advised to contact the venue manager by email so the matter could be addressed once again. I emailed on 2nd January 2025 and have received no response as of 11th January 2025. I have made five attempts to call and follow up on my email and each time I was told to call back on a different day. Once again, no responsibility was taken from the venue’s end to resolve an issue they had deceitfully orchestrated or for the appalling customer service they continue to deliver.

During this time, I was able to receive a refund from the promoters. However, they informed me that the venue were still refusing to refund the £250 payment despite being the ones to breached the agreement of the table booking by reselling a table that had already been sold. This is further confirmation of the culture of deceit and deception that drives the management of this establishment.

Today, on 11th January, I made my sixth attempt to get into contact with the venue manager over the phone. I was finally able to reach him and addressed the issue of my property. I was told that he had checked the CCTV, but that the angle of the camera means that the footage did not show my table in full view. When I noted that it was odd to me that he could still assure me that a) nobody was seen moving my belongings from the table and b) that venue staff were not seen moving my property despite the table not being in full view, I was dismissed and told that there was nothing else he could do other than advise me to go to the police. Once again, there was no accountability from the venue for reselling my table and creating a situation where my property was removed and subsequently lost. The venue continue to refuse to accept that they breached the agreement of the table booking by reselling the table and refjnding the £250 payment to the promoters.

Overall, there are several serious issues with this venue. The biggest two being; the fraudulent behaviour displayed by the management of this venue, the disgusting lack of responsibility and care for customers, and finally, the obvious strategy to avoid accountability by wearing customers down and obscuring, complicating and extending the...

Can’t be trusted with money/ short staffed.

Initial restaurant booking made on 09/10/23. Booking date: 13/10/23. Due to large party booking, all guests were required to pay a £10 deposit, that would be later deducted from the bill. Whilst dining, the waiter appeared to be stressed and unhappy. When asking him about his attitude, he explained to a a table of 10+ that he is the only waiter for tonight and that he is covering 30 tables on his own. Extremely unfair and unethical.

Our cocktails weren’t served in the correct glasses and had incorrect measurements- when questioned about this the waiter explained that vast majority of the glasses had fallen and smashed in the kitchen.

There was no entertainment from belly dancers as promoted on their social media page. Just a DJ.

At the end of the night I wanted to take photos with my friends and family as a way of remembering my 25th birthday, however we were rushed out of the restaurant by a Caucasian lady with shoulder length hair. She basically escorted us out of the building.

At the end of the night, the waiter also informed us that our deposit wouldn’t be deducted from the bill at the and that it would be refunded within 3 days of the reservation into my bank account. 3 (working days) from this date was 18/10/23. No funds had been deposited into my account. I waited an extra day and considered technical issues.

Today is now 20/10/23. I have called the restaurant multiple times at different times of the day and the phone goes straight to voicemail. Upon consistently calling them back to back with no break, coincidentally I get an email saying that the funds will now be refunded and processed. This shows that there is an absence of customer communication and service as there is no individual handling the phone line. Also poor customer empathy. There was not an apology offered either.

Not sure id be returning to...

I was deeply disappointed with my recent experience at what initially appeared to be a beautiful lounge/restaurant, especially as it was my first Valentine's Day as a fiancée. Upon arrival, we were not greeted or attended to by any staff members, leaving us to find a table on our own. After waiting 20 minutes, we finally managed to get the attention of a waiter, only to be informed that we had to go to the bar ourselves to order our drinks and bring them back to the table. This struck me as unprofessional and inconvenient, as it is the responsibility of the staff to provide service, not the customers. As a paying customer, I should not have to serve myself, which significantly detracted from the overall experience.

Additionally, while walking back to our table, I nearly slipped twice in my heels due to the dangerously slippery floor. This posed a serious safety risk that should be addressed immediately. When we inquired about smoking Shisha in the outdoor area, the waiter seemed completely unaware of the policy and had to consult with a security guard to find out if it was allowed. This lack of knowledge from both the bar and waitstaff was frustrating and unprofessional.

We were also informed that Shisha service had ended hours earlier, despite being told over the phone that it would be available. Moreover, we were told the venue would be open until 3 a.m., but at 1:10 a.m., we were abruptly asked to leave as they had already closed.

This experience was incredibly upsetting, as it was supposed to be a memorable occasion for my first Valentine's Day as a fiancée. I did not feel valued as a customer and traveled a long distance for an underwhelming experience, which included mediocre cocktails served in water glasses, with no attention from the staff. I sincerely hope that these concerns are addressed, as this is not the level of...