BrewDog DogTap — Restaurant in Scotland

On entering we weren't hosted by anybody. We found our own table (122) and preceded to both try use the app setup but it didn't work. Went to the bar with only one person at the bar but was busy cleaning/ making coffees but didn't acknowledge I was at the bar so i decided to try the app again. No luck so last call was bar so lucky enough I got served, finally!! Table service was good afterwards but maybe because we ordered onion rings!! As usual 1 pint isn't enough and being a share holder I thought I might as well enjoy another. App again didn't work so walked up to the bar to be met by 2 staff members working away but not serving! One was intent on filling the dishwasher and the other seemed to faf about filling PUNK IPA cans paying no attention to myself at the bar. This went on for a couple minutes until I was graced with an elderly gentlemen to my right. We both waited for a further 4 minutes with no contact from staff but we finally got word that they would be with us in 1 minute. That minute passed and we both looked at each other! We both started to think whats going on. A lady then approached the bar and asked for drinks while the barman was still sorting his IPA cans. The barman immediately served her with no consideration for the 2 gentlemen standing at the bar for 10 mins. I watched this unfold and decided to walk away and say to my wife "can we please leave" after our agreement we preceeded to the door where we found no staff. In our annoyance we found a staff member to settle our bill. We advised our disappointment but she didn't seem to care maybe because our body language was causing a scene! I have shares in brewdog and have always enjoyed the locations. Ellon should be the top location since its the home of Brewdog but it definitely doesn't live up to it on the visit. To be standing at an empty bar for 10 mins when there's 2 staff behind the bar is a joke. The staff might be busy but why can't they speak to customer and explain there situation! My wife and I have shares in brewdog for a few years now but I can't see the benefit if we can't get a good service or use apps. If I could get my shares back...

On Saturday, 3rd June 2023, we visited the Brewdog bar in Ellon for something to eat and were disappointed to experience a cold meal. Sadly, the fries were cold, which is not the first time I've experienced this at this location. I appreciate you will be busy at times and that there are staging processes in place to ensure you can serve customers efficiently, but surely that should not be to the detriment of the quality of food you're serving. It's quite clear the fries are not cooked to order and are prepared and then left under the heat lamp until they are plated. Whilst we were served promptly, I would have appreciated hot fries, warm at best, but not cold.

Your timing for cooking food before being ordered and then staged is excessive, allowing the food items to lose all of their heat.

I am, or, at least was, a huge fan of your chicken burgers, the flavour and crispness.

How long do your fries take to cook? Can't be much more than 5-7 minutes? Surely cooking these to order to ensure fresh, hot fries are served each time with a possible 10-minute wait would be far better for the customer experience than sending out cold food quickly?

When I raised this with the waitress she simply said "I'll let the kitchen know". I didn't realise that was the end of raising the issue and expected either an offer of a replacement or not to be charged for them. Neither happened and we were charged the full amount, even though the fries were not touched.

I was disappointed with the quality of the food we received on Saturday and the service when this was raised with the waitress.

Whilst we don't eat at Brewdog all too frequently, this will influence my decision on when we may visit again.

Order...

What I witnessed at BrewDog Ellon was not just bad service — it was outright racism, plain and simple.

My partner and her friend — a Black woman — arrived before me and asked for a table. Her friend, who spoke to the host, was immediately told there were no tables available and that they could sit outside. When she politely asked if they could be notified if something opened up, the host responded with obvious irritation and said there would be nothing available for hours.

Yet when I walked in less than a minute later, as a white man, the exact same host told me tables were available — specifically, high tables that she never mentioned to them. I was seated immediately.

When my partner and her friend came to join me, the host gave them a disgusted look and refused to even acknowledge them. She spoke only to me — as if they weren’t worth her time.

It got even worse. My partner’s friend’s drink was randomly cancelled. While the rest of us received our food and drinks, she got nothing — not even an update. We waited over 30 minutes, and she only got her order after she went up to ask for it herself. The message was loud and clear: she was being deliberately ignored.

The difference in treatment was not subtle — it was targeted, dehumanizing, and racist. Watching it unfold was infuriating and heartbreaking. No one should be made to feel so unwelcome and invisible because of the colour of their skin.

BrewDog talks a big game about diversity and inclusion, but at Ellon, that’s clearly just for show. This experience was humiliating and disgusting, and they should be held...