Zerodegrees Microbrewery Restaurant - Blackheath — Restaurant in London

Zero Degrees have always been my go-to place in London, and I have always recommended my friends to try it. One of my favourite dish is mussels in lobster bisque sauce. My parents came all the way from Asia and I brought them to Zero degrees hoping to enjoy the night. However, upon our visit yesterday, I had the worst service ever in my life at a restaurant.

Lithuania was the one serving us that night, and she is really cheerful and nice. We ordered a lobster bisque, waited 20 minutes and it came in the wrong dish. It tastes just like ordinary mussels in white garlic sauce, and I could not taste any taste of lobster in it. I asked Lithuania that it came in the wrong sauce and could she change it to lobster bisque. She went around and asked her manager Adel about it, and came back to us and said this is the correct dish.

I told her that I am certain that this is the wrong dish, as I am a frequent customer of Zero degrees, and I know what the lobster bisque sauce in zero degrees tastes like. So Adel came and dealt with us. He insisted that it is the correct dish, and refuses to exchange the correct dish for us, saying it will be the exact same dish even if we cook it one more time for you, and also he could tell directly without smelling or tasting it that it is lobster, because there are no onions. We argued for 10 minutes and I start to get frustrated as my food is turning cold and the manager is providing us no solution.

He then gave us two plates of sauces, the lobster bisque and the mariniere sauce. We tried it and that is the correct lobster sauce that I had before when I have visited. However, he insists that it is exactly the same as the dish we had. I managed to ask Adel to try both of the sauces to tell the difference, but he insisted it is the same as well, I guess it is just hard to say sorry after arguing for 20 minutes. Even my whole family could tell the difference, but he just could not admit his fault.

He tried solve the problem later by taking the mussels off the bills, and made it sounds like we did it purposely not wanting to pay. Also he came a few times around when trying to offer us, he stated again and again that it is not their fault, and that is the correct dish, and when my dad trying to pay, he said to him the door is open, how rude.

I am just furious as they are fooling us around, thinking that we could not even taste lobster! I had such horrible night and have heavily thrown my appetite so I have not eaten a single food after the argument. Even if I liked the food in Zero Degrees, I would never ever visit this restaurant again. Such a shame that there are good food and draft beers in Zero degrees but at this level of service.

It could just be solved if the Adel could admit the mistake from the kitchen at the start and serve us a new one. This is just not the correct way in treating customers, at such not believing customers, arguing with customers and not trying to solve the problem. I reckon any other staff would have handled this incident a lot better than he can. I also hope that Zero Degrees can officially provide me a follow up on...

I have never posted a negative Google review before, but I felt compelled to after my experience here in June. I came to the restaurant mid week with a friend around 7:30pm, the restaurant was half-full and therefore we felt we'd have reasonably quick service as we were just looking for a quick bite to eat. When I tell you we received the worst food and service I've ever had at a restaurant, I would be putting it mildly. I have only given 2 stars rather than 1 because the manager was very attentive to our concerns and treatment.

After being sat around a corner on the first floor - out of the eyeline of any of the wait staff, despite being half empty - we finally got our order of salads, sides and wine after 30 mins of being in the restaurant. Every single interaction we were served by a different waiter, none of them seemed to have a clue what they were doing and didn't engage at all, they just dumped orders and ran. Our wine was just opened and poured and the male waiter ran off before we could say it was incorrect. We were then given our food - I ordered courgette fries that arrived as a tall tub stuffed with salad & topped with only 5 fries (£1 per courgette strip, as they're charging almost £5 for these...) and I had what I believed to be undercooked koftas in my salad (very wet and mushy).

When I finally managed to flag down a waitress, I politely asked her if she could check my main with the kitchen for me as I wasn't sure it was right - she didn't even speak to me, she just looked at me and SHRUGGED at me, and stared...No words, just complete attitude. I was completely stunned, I again asked her if she could please take the plate back for me and ask for a replacement, as I wasn't sure it was cooked and she, still without speaking just shrugged at me again. I was stunned by the rudeness and asked to speak to the manager, who she huffed off to find..... the manager was very apologetic and removed almost everything from my bill, and offered alternative food, but at this point I just wanted to leave because I was upset and we had just had such poor service and it had been almost 45 minutes since we arrived and I still hadn't eaten anything.

N.B. - I have been here once before and the food and service was ok, if a little overpriced for what it was and the food fine but nothing special. So, this being my second visit, I hoped to be proven wrong, but unfortunately had the complete opposite experience.

My friend who was with me has lived in the area for a number of years and has been to this restaurant a number of times and had a lovely time in the past - she was completely flabbergasted by our treatment and couldn't quite believe how poor the service and food had been on this specific occasion. I won't...

Dear Restaurant Management,

I am writing to express my profound disappointment following my recent visit to your establishment. I chose to return based on a previous positive experience, but this visit proved to be deeply unsatisfactory for several reasons.

When I arrived, I was surprised to see that only three tables were occupied while the rest of the restaurant sat empty. Despite the apparent lack of customers, the service was far below expectations. In fact, I had to request the menu four separate times, as if the staff were entirely preoccupied and unable to attend to us.

Furthermore, when we placed our order, no one inquired about food allergies—an essential aspect of customer care. Our meals were served without proper attention: the cutlery was not provided until we specifically reminded the staff after our food had been served, and we even had to clear our plates ourselves due to the overall lack of attention.

Adding to our frustration, when we requested a beer from a passing waitress, we experienced a delay of nearly ten minutes. We ultimately had to alert the bartender again to receive our drink.

The situation deteriorated further when we discovered hairs in our food. Initially, we suspected it might be an isolated incident; however, when a second hair was found, it became clear that this was not a one-off mistake. The response from our waitress was shockingly unprofessional—she laughed and dismissively insisted that the hairs could not have come from your establishment.

Additionally, we were asked to leave at 9:30 PM, despite the restaurant’s website stating that you are open until 10:00 PM. When we inquired about this discrepancy, the waitstaff explained that they close earlier if there are no customers. This further added to our sense of dissatisfaction and confusion about your service practices.

I must add that it is a pity we did not have to pay any service fee on that occasion, as the food was actually tasty. However, good cuisine alone cannot compensate for the overall poor service and disregard for proper customer care.

I sincerely hope you will take these issues seriously and implement the necessary measures to ensure that such service oversights do not recur. I look forward to learning about the steps you plan to take to restore the high standard of service that I...