wagamama enfield southbury leisure park — Restaurant in London

• to the head office staff**

I am writing to formally express my disappointment with a recent experience at one of your branches. Having been a loyal customer for years, I am accustomed to a certain standard from Wagamama that I feel was not met during this visit, leading me to question the consistency and professionalism at this location.

On 14/10/2024, I placed an order through Deliveroo, including a steak dish. As is common in other restaurants, including other Wagamama branches, I expected that I would be able to request my steak to be cooked to my preference. However, upon calling the restaurant to confirm that I wanted my steak well-done, I was told by a staff member named Alex that it was “impossible” to accommodate this request unless ordered in person. This response was both surprising and frustrating, as I have frequently ordered from Wagamama and have never encountered such a restriction. The explanation given—that the steak “cooks inside the takeaway box”—seems illogical and unlike any policy I have encountered.

Additionally, Alex informed me that it is not Wagamama’s practice to provide extra sauces for takeaway orders, despite the fact that most other restaurants and all Wagamama branches I have ordered from have always accommodated this simple request without question. This inconsistency not only creates confusion for customers but also significantly detracts from the overall dining experience.

Furthermore, when I requested to speak with a manager to seek clarity on these issues, another individual, who claimed to be the manager, refused to identify himself. In my opinion, it is unacceptable for a manager to withhold their identity from a customer, especially in response to a complaint. This lack of transparency only serves to exacerbate the frustration and leaves a poor impression of your team’s dedication to customer service.

Given the above, I urge Wagamama to look into this incident thoroughly. I believe that both the staff’s behavior and the confusing policy explanations need immediate attention to ensure that your longstanding customers receive the high standards we have come to expect. I trust that appropriate action will be taken, and I look forward to your response.

Thank you for addressing this...

Not very disability friendly at all!

I arrived at the restaurant with parnter and my son and before being seated I asked the member of staff if I could be sat at a table with backs on the chairs due to having disabilities that mean it is extremely painful for me to sit on the bench. I was told this would not be possible as I can't have my sons buggy or a highchair next to the booths as it would be in the way that my only option would be to stand and wait for people who were in a booth away from other tables to finish their meal while being told "it shouldn't take them too long" or sit on a bench regardless of my pain. At this point I decided to sit on a bench as I felt uncomfortable firstly physically from having to stand around before being seated and secondly emotionally as we were being stood right next to the booth the member of staff wanted us to wait for which made us and the people at the table visibly uncomfortable. After a few minutes the member of staff came back and said that as its not busy (restaurant was fairly empty) I could use a booth and they would make an exception this once but if the restaurant got busy they would need the tables. So the buggy/highchair wouldn't be able to be there insinuating that we'd have to leave, or sit somewhere that would result in physical pain for me, as we made it clear we had no choice but to use a buggy or highchair as my son is only a year old and was going to sleep at the time. Once I was finally given a booth it was announced loudly many times between staff that the area could not be used because of us blocking the way. This made me feel so embarrassed and like such an inconvenience I decided to get my meal to go and leave. I am extremely hurt by my experience as I am rarely able to go to wagamamas due to most restaurants only having benches so was excited that due to there being booths at this branch it would mean I could finally eat in the restaurant again but felt so embarrassed and like such an inconvenience I couldn't stay any longer. I feel it should be made easier for people to dine with disabilities and that staff members should try to be more accommodating and understanding....

Very Disappointing Experience at Wagamama Enfield Southbury – 15 July

I had one of the most disappointing experiences today at Wagamama Enfield Southbury. The service was unacceptable, particularly from a young manager who clearly lacked basic customer service skills and professionalism expected in the hospitality industry.

I initially placed an order for three kids’ meals with a waitress named Andrea and confirmed that we would like brownies for dessert. She acknowledged this and noted that the brownies would be served at the end.

After finishing our meals, I asked the manager (who was nearby) to bring the brownies we had already ordered as part of the kids’ meals. The brownies arrived cold — two were served on warm plates but still cold inside, clearly straight from the freezer, and one was on a plate that felt like it had just come out of a fridge. Despite this, we didn’t complain and decided to let it go, assuming the staff might be busy.

However, when we received the bill, I noticed we were charged £4 per brownie, even though the kids’ menu clearly lists them at £2.20 each. I have attached the bill , it shows all 3 are kids meal and brownie as well needs to be from kids meal.

When I raised this, the staff insisted that I had separately ordered three brownies, even though they were clearly part of the original kids’ meals. I explained that I had simply reminded the staff to bring what we had already ordered earlier with the meals.

Instead of resolving the issue, the manager and team were unhelpful and dismissive. It wasn’t about the extra few pounds — it was the rude and unprofessional way the situation was handled. I was made to wait 15 minutes just to speak with the manager, who was unwilling to help, and the original server was no better.

Wagamama really needs to better train their staff — this kind of service is not acceptable. Very disappointed and unhappy with how customers...