wagamama old street — Restaurant in London

Food is delicious but the service is quite literally the worst experience I have had. It takes a lot for me to say that, I have a large leway and am using quite forgiving. I work in hospitality and know how difficult it can be. However, the service was dreadful. Ill just start in chronological order because of how much went wrong.

Firstly, they sit me down at a table for 2 as I'm waiting for a friend, 10 minutes go past and nobody has acknowledged me. I have to wave a waiter down for some tap water. Then the original person who sat me asked if I was ready to order, despite me waiting on somebody else. These two things are minor and wouldn't really be noteworthy but they tie in to the bigger picture. We order our food, two starters, two mains, two drinks and we wanted to order dessert but the yuzu lemon cheesecake was out of stock. Okay not ideal for a quiet Tuesday night but okay. After about 15 minutes they bring out the Roku gin and tonic but not the pint of asahi. We have to ask about the asahi to which the waitress responded quite bluntly. It came a few minutes later, with zero head. Another long wait and one of the starters and one of the mains arrive. We remind them of the others, the staff nod and do nothing. Another 5 minutes goes past still nothing. I ask again, the waiter can't find our order on the system. Eventually the other main comes, my main was now cold. After my partner got half way through her food the waiter comes over again asking if we were still waiting for anything to which I remind them again we were waiting on the starter. Eventually it comes. The food was all delicious but the service was dreadfully slow and the staff rude and unhelpful. And nobody seemed to be moving with any urgency. When I ask one waitress for a dessert she wagged her finger and walked away. We eventually flag down another waiter and order dessert. Again we had to ask the wait staff where our food was it was taking that long. And then the ice cream came without the fresh mint yet again nobody informed us. When we went to pay the bill we were pointed to the menu, to which I responded I had a gift card. The waitress took the card and disappeared for 10 minutes, came back and said she couldn't find our food order on the system. The waiter who took our order denied taking our order. The wait staff disappear again and returned a few minutes later. This time we had to remind them what we had ordered so they could process it. She goes away, and 5 minutes later, comes back and points us back to the menu. In total we were in the restaurant for over 2 hours. The free WiFi even expired we were there that long, we weren't even particularly using the WiFi but it's a bit of a kick in the teeth when you've been waiting for your food so long the WiFi expires. And then when we did finally leave, nobody acknowledged us or said goodbye. Some say hospitality is dying and when this is the example of it, you can see why. Food is delicious, and I'm a big fan of wagamama but the staff seemed unbothered, and leisurely, despite many people waiting a long time for food, with poor service, and in...

Service was so horrific that it ruined the whole experience. Table was partly dirty (3 out of 5 table sets). We had to remind them to bring the green tea 5 times and once it arrived (after 2 dishes have arrived already) it was cold/lukewarm. The worst part was that 3 dishes (out of 5) have not arrived for about one hour (after 2 members of our party have already completely finished their food). In the meantime various other dishes were offered by mistake that we have not even ordered so eventually we figured the service is a mess and had to check with the staff what is happening and our 3 missing dishes were re-ordered. We later figured out all our dishes were going to the table next to us (2 people there ended up with 7 dishes - it seems they took our food since staff has completely messed up table numbers). Or to some other tables. We were "served" by four or five different people so it was very confusing because we didn't know who was our server and who to complain to which added to the complete chaos and confusion. Utterly disorganized and inefficient place. We wanted to order more food and desserts but were really put off by the horrendous service experience and just wanted to get out of there asap. We almost left the place after 2 people finished their food since it seemed like the food for the other 3 will never ever arrive. At least the food was really amazing (once it finally arrived after it was re-ordered) and they did not charge us for the food that they...

Extremely disappointed. We waited quite a while before anyone came to take our order, and when the "manager" finally approached us, she failed to explain that the food would come out as soon as it was ready. which in some cases, is understandable.

I ordered the YAKI SOBA and my mum had the PORK RAMEN. However, my dish arrived way before my mum's and was already cold. On top of that, it was missing nearly half of the ingredients. I had to speak to the staff, and while one of the waiters did try to fix the situation, when the food came back, mine was still cold — although they had added more prawns and meat.

As for my mum’s ramen, it was undercooked. The noodles were practically raw. This might could be as a misunderstanding of the dish, except we've eaten the same food at other Wagamama branches before and never had this issue. The food usually arrives almost at the same time, and the staff typically check on the tables. We always order the same dishes because they're usually delicious.

Despite all of this, no one came to our table to check if everything was okay or to apologise for what had happened. The manager even walked right past us and didn’t bother to ask how things were. My mum ended up leaving the whole dish untouched, yet we still paid a bill of £50, even though she didn’t eat her food.

To top it all off, this happened while the restaurant was nearly empty. Customer service and a complete lack of communication...