Smith & Western | Boxhill — Restaurant in Mole Valley

I arrived with my family for a delayed Mothersday meal as some of the family also work in hospitality so couldn't spend the day with our mum. She wanted to go to this restaurant and we were all happy to drive for an hour to go and get some good food, well. I should have just gone to McDonald's...

We arrived and waited about 5 minutes to be seated. Not an issue as we could see they were very busy and didn't seem to have much staff on. Once we got seated we waited over 30 minutes for someone to come over and take our drinks order. We managed to order drinks and food at the same time. Drinks arrived 10/15 minutes later and was our only drinks as we struggled to order more drinks as the staff was running around ragged. 3 out of 4 starters arrived and the poor lady, clearing new didn't know what the dishes was so we had to help her work it out what they where. We finished the 3 starters that had arrived while waiting for the fourth. Our server cleared our table and we asked where the 4 starter was. He apologized and said he will take it off the bill as we said we no longer wanted it at this point. We just shared the 3 we had. He came over a few moments later with the missing starter and apologized again and said that this starter is on the house as it was missed. We didn't expect that but apricated the guesture. This starter was hot where as the others was just above warm. But we could see they was busy so didn't want to cause a fuss.

Mains have arrived and my fillet steak wasn't edible. I asked for a medium rare steak but received a blue steak. But the outside of the steak was chewy but no fat at all on the steak. It didn't make sense, another person in the party had a steak and ribs. Steak rubbery, corn on cob stone cold and the ribs overcooked. Curly fries was just overcooked and hollow. As if they was cooked in the fryer multiple times and got given the scraps in the cup. The other two at the table had burgers, one was still a bit pink and the other was overcooked. We all struggled to eat our food, while we was seated we could hear other tables also having issues and some even mentioning to us that they have been waiting over 25 minutes to pay their bill. We even saw one go to walk out as they had enough waiting.

The manager came over to the table and apologized for the poor food and slow service, and said she will sort something out for us. Well when the bill came, the starter that got missed and brought out after the rest was finished and cleared was still on the bill, all our food was on there but we was very kindly given a 20% discount on the bill. Meaning we still paid over £150 for our food that we struggled to eat and some didn't even eat, the tomatoes where the best part of the steaks!!!!!!!

The only saving grace for this place was that the staff was polite and apologetic for the issues, as someone in the industry, I did feel bad for them. Maybe the duty manager should have stopped walk-ins and reduced what bookings they take if they can't get enough staff for the level of trade they was experiencing.

Unfortunately none of us will be returning, just a shame as we was out for a delayed Mothersday meal and we all left hungry and...

Disappointing to say the least. It was extremely busy, so service was slower than you’d expect however I have no issue with that as the staff were polite and aware it was manic and did apologise - they did a great job managing the sheer volume of people. Underneath our table was filthy. Numerous elements of previous diners meals on the floor. Not a good start. Food standard was very poor. Starters were ok, single items were good, sharing items needed some work. Bland and for a nacho dish not much cheese. Mains - very small amount of chips with the burgers compared to the Addlestone branch. I ordered the Mac & Cheese (it includes Cajun chicken). My chicken was - much to my surprise - raw. Thankfully I saw it before I ate anything. When the waitress returned to our table to check if our food was ok I pointed out the blunder to her - she seemed a bit suspicious of me which made me feel quite uneasy. She me to show her the chicken. Is this standard practice or would you take your customers word for it and return it to the kitchen - previous hospitality ventures I have worked in we would do the latter. Anyway my chicken was replaced within minutes and I was told it was someone else’s order I’d been given as a replacement. Again, I wasn’t sure how I felt about that. Needless to say receiving raw chicken tainted the evening and I mentally couldn’t get past checking for raw chicken in the replacement dish, trying to eat it but it just made me paranoid. Incorrect cocktail served to my step daughter and again she was challenged being asked if she had definitely ordered what she had not received - we heard her, she had ordered correctly. Suspicions run high in this place. Our bill was over £200, I feel it was a waste of money if I’m being honest as it was dirty, over run and bad food. Shame really - Addlestone is so...

After a recent visit to the Lingfield branch and a visit to Tunbridge Wells about a year ago, I thought I would try the lunch menu at Boxhill. I'm pleased to say that the service here was good and consistent with the other two branches. I was greeted promptly and seated within a couple of minutes. My server named Lance was chatty and could answer questions about the menu and the company itself. The lunch menu starts at £15 which includes a main and selected alcoholic and non alcoholic drinks which includes the unlimited soda 🥤. You can add a starter for an additional £5 and a dessert for £4. I chose the loaded potato skins and the blue cheese burger for my main. Both tasty,especially the burger which was juicy and had a generous amount of cheese. I also lived the skin on fries,they are just another level compared to regular fries. Lance checked back regularly to make sure everything was ok. The atmosphere is setting is great with country music playing, a great theme to the restaurant which has a western saloon type style ( see photos ) and staff dressed as cowboys/girls. There are a couple of outdoor seating areas which would be lovely in warm weather. The restaurant is located near to National Trusts Box Hill site on a quiet road so there's not too much traffic to spoil things. I used the toilet and found it to be very clean, I did notice they had separate baby change facilities too! The car park is a fair size and is free for customers. The staff are clearly well trained and no how to look after their customers and from my experience of three different branches this seems consistent throughout this family run business. My next visit will be for breakfast in the only branch that serves it which is Tunbridge Wells,so looking...