wagamama kensington — Restaurant in London

Although the food was nice the host and staff were snappy, dismissive, and rude. As we were seated by the entrance at the one table that didn't have above lighting and we got a bit annoyed by the people waiting in the queue to be seated by our table, when the host was busy. So when the queue was literally one couple and we saw at least two free tables I've asked politely if we could change the table but the host said there is not tables available so when I pointed out there is one behind me and one in front of me she just said that this one is not free and the other is not cleaned and she left when I was in the middle of the senstance. Avoiding us every time she was passing by (the restaurant was busy, so she was running back and forth as we were sitting by the entrance). So, then we have asked again, this time our waitress if we could change, as the other table had been cleaned (still free), no people in the queue but she said she need to ask someone. I think different host came by and promised to find us a table (table in front of us was still available and few tables at the back were free since we came in...). When we got ramen, before drinks and, what we thought starters, we did ask (surprised) where are the starters or drinks but the food runner got upset, like we were having a go with her...she said that this is not how how Wagamama works and we should have told the waiter that we want starters, so we said ok, we didn't know. Then another food runner came with the starters and with one extra starter on the tray, so I have said we didn't order that much but he just snapped at me 'wait!' gave us two starters and left. Me and my friend was baffled by the whole attitude of all the staff towards us...so we also got a bit upset. Who wouldn't when people you don't know treating you like that when you ask them politely(!) for assistance or advise...In the end another host came by, saying finally he got us a table but we were already eating so we stayed where we were. I am not sure if I ever experienced anything remotely like this. Working myself in the past in hospitality, their attitude and impoliteness were unacceptable and to be honest – sad, as we weren't rude or demanding constant attention…We just wanted to have a nice lunch to catch up with long-not-seen friend but we were treated like unwelcome b**es. Not sure why we had been treated like this? I’m afraid we will never be coming back to that restaurant...but I guess they have enough...

I/we always love Wagamama that it’s always in our top 5 choices to go to when we want to dine in. I must say, I almost have tasted everything but Chicken Katsu Curry has always been my favourite of all. Wagamama’s Specialty. That I have rated this eating place as 5 star because of the friendly servers and tasty recipes. And there would be times that when we aren’t happy, they’d give a quick action like there was a time, we were given free dessert because we were not happy with what we ate or if not, they change it. Cleanliness is just 3 or 4 as sometimes, the tables are smelly with drops of sauces, whatever. Spoon and forks with marks. I hope they’d be more attentive to all of these.

Yesterday, we decided to have our lunch there as we were starving after our service/singing in church. We noticed something was smelling. We just ignored. So, we ordered. We agreed we will all have ramen. Our orders were served. Unfortunately, it wasn’t that hot and to our dismay, the chicken gyoza ramen wasn’t good. We wanted to try, we normally would have the beef brisket which is tastier when talking about the broth. The chicken gyoza ramen was so tasteless that I had to pour in the sou sauce which I never do. Gyoza was undercooked. I thought it was just me who have noticed it. All of us who had the same order made the same comment. One said, what if we tell them. I said, never mind, I will make my comment in the reviews. We might have just got on eating because we were out early from rehearsal then to our service. Also the restroom was dirty.

When we were all home, we were talking about this bad experience in Wagamama. Kensington is our second home, our hang out place.

I have always introduced to my friends this place but from yesterday, with disappointment, I can’t think of when to back there again. And definitely, my friends will not want to go back again. Wagamama is a place we always go to. We can have the chicken Katsu curry and calamari on and on. That once experience, you can be serious to say I will not go to Wagamama again. But nah! We’ll let it pass like couple or few months.

To the management, this is constructive criticism. We love Wagamama. Hope you maintain cleanliness, free from unwanted smell and maintain a tasty broth for your Ramen. Even the resto is jam packed with costumers, it shouldn’t be a reason that you can’t maintain your good...

If I could have given a zero I would! Could not tell you how the food and drinks were as we never received them! Less than a half full restaurant on a Sunday afternoon waited 15 mins after ordering we had not received our drinks, sometimes this happens have visited many Wagamamas restaurants before and very often have meals arrive before drinks not really the issue. The waitress brings out the wrong meal for my husband and the wrong side dish we as to send them back to be confronted by attitude and questioned well have u touched it? She then returns with the meal (still incorrect) and a tablet to tell me that it is what we ordered and puts it down on the table. When the waiter who actually took the order comes over and explains that he had noted the incorrect table number on the order. She picks the meal up and puts it down with the other group. I asked where my apology was?? The waiter, who yes had made the mistake in the first place could not apologise more however it wasn’t him that spoke to us so appallingly. So I waited for the waitresses apology……..well as I type I’m still waiting instead she turned round and said they (the other table)want to know if we had touched their food?! So we got up and walked out. Never received such awful...