wagamama hampstead — Restaurant in London

I’ve been eating at Wagamama for years and have always had a great experience in person — the staff have been accommodating, friendly, and happy to make small adjustments to dishes when needed. But today I had one of the most frustrating and disappointing customer service experiences ever, and it’s made me completely rethink supporting the brand.

I called the Hampstead branch right after placing a Deliveroo order, simply asking them not to include egg in my Chicken Udon. I wasn’t asking for a swap or a complicated change — I just didn’t want the egg pieces added. I’ve had this same request handled in-restaurant for years with no issue.

The woman on the phone told me very bluntly that Deliveroo orders “cannot be changed at all” no matter what — even though the food hadn’t been prepared yet. She acknowledged that it was a small ask and not an allergy, just a preference, yet still said no.

When I tried to explain that I have a restrictive eating issue and that there is only one thing on the menu I feel comfortable eating, she cut me off and told me, “Maybe you should go vegan then.” I can’t even explain how dismissive and tone-deaf that felt — especially from someone in a hospitality role.

I moved to a place, where there’s no longer a Wagamama, so when I get the chance to order, it’s a big deal for me. And instead of a supportive, consistent experience, I was met with a complete lack of empathy and refusal to help.

I ended up spending £7 more to get something else that didn’t even hit the same — just to avoid egg

So so sad and so disappointed,...

We had a late lunch here, and I have to say it was our first and last experience. I had never eaten at Wagammama and was really unsure what to order for both myself and the kids. We asked a friend for advice over the phone, as the staff was truly absent. They weren't there to welcome us or help us choose a dish, as we were really unsure what to eat. We ordered chicken ramen, which tasted like nothing, like crazy water. The ramen was floating in this unintelligible broth along with the chicken. Another dish we ordered was chicken katsu; the chicken wasn't good and it didn't have a good overall flavor. My kids received spicy Prown crackers when they were ordered for kids, so we had to return two portions and ask for them without the spicy ones. When we asked why, they said they arrive like that. We ordered and paid for everything, leaving a lot of food on the table, which unfortunately we didn't like. The waiter who served us was very cold and unwilling to understand that we didn't like the food, but he didn't do anything about it, and we still left feeling unhappy and disappointed for our first experience at this place. A word of advice, if you're going for the first time, study the menu first because no one there can give...

As a resident, have had hit or miss run ins with staff about the noise of the early morning deliveries. Wanted to give them the benefit of the doubt by taking a friend who loves the chain to lunch at the Hampstead location. Once sat down, the service did not come back to the table to take our order until my friend actively went to pull someone over, 20min after sitting down. The dishes always come out when they are ready, but we had a delivery of all the food 30min after ordering which meant some of the dishes weren't super fresh. The waitress on duty smelled of smoke, which is fine, but she kept going out the side door to smoke vs paying attention to her tables. I want to give everyone in the service industry the benefit of the doubt because it is hard work, but we felt like an inconvenience to her vs a client of the restaurant. Having read other reviews, the service seems to be a common thing for this location - different than other branches. Hopefully Wagamama can address one day and realise that perhaps this branch needs a bit more attention to get it back on the...