Burnbrae — Restaurant in Scotland

Currently reviewing as we are on site. On arrival the car park was mostly empty which made parking less stressful with an infant. We arrive and are met by a young blonde waitress, she asked why we had come and we explained we were after food. We were told were to sit and menus were given. I had already looked at the online menu before hand to reduce waiting time. No drinks were offered at this time. We were left to select food we had already said we had chosen. To help reduce time waiting again I went onto the app to order but without a table number I was unable to do so, so we waiting again. And waited and waited. A large group who was in before us hadn't been served yet either. They finally got orders taken after we had waited ages so I'm unsure how long they had been waiting.

Finally after a long wait we were tended to. When taking our order we had to repeat it several times and the server didn't know the menu she was confused by an item on the menu and had to start or our again. Training in this situation is paramount! One staff member doing a job is fine if they can handle it and are able to understand what order things need to go in. Had drinks been offered on sitting then the process would have been much more linear.

35mins later we finally got food. Wrong. The large group that was served before us also got a wrong order. Food wasn't massively hot either.

We didn't want to wait even longer so ate what we could with cold coffee.

When going to paid not once where we asked how our meal or such was.

Won't be back in a hurry. It's a shame as burnbrae used to be goof and have well...

Unfortunately, I didn't even get the chance to try the food, so I can’t comment on that aspect. However, the customer service alone was disappointing enough for me to leave before even placing an order.

I arrived at 8:10pm and was greeted by a staff member at the entrance. When I asked for a table for two, she responded abruptly with, “For a drink?” I replied, “No, for food,” to which she rolled her eyes and said, “Well, we’re trying to close at 9.” I apologised, as I wasn’t aware of the time, and after checking, saw it was only just past 8.

Without another word, she turned her back and walked off with two menus—presumably expecting us to follow. We did, but were shocked when she all but threw the menus onto the table and walked away, saying over her shoulder, “The kitchen closes at quarter to 9.”

My companion and I were both taken aback by the attitude and lack of basic courtesy. After a brief discussion, we agreed the experience had already left a bad taste, so we decided to leave. Thankfully, a nearby Wetherspoons saved the evening and at least ensured we got something to eat.

I do understand that staff can be tired and ready to finish after a long day, everyone has tough shifts. But in a customer facing role, basic courtesy and professionalism should never waver, regardless of the hour. A little kindness goes a long way, and unfortunately, it felt we were met with nothing but indifference and rudeness. It’s a shame, I was genuinely looking forward to trying the place, but based on that service, I doubt...

14 of us went for dinner the night before my brother's wedding and from start to finish it was an absolute disaster. We were more than understanding about the food delivery issue, meaning there were a few things on the menu they couldn't offer. We were served two drinks and two meals despite already ordering for everyone and we were asked if we wanted to order food, no one seemed to be aware we already had. This happened again, advised there was an issue with the system when really they could of just written the order down. The food came in drive and drabs and half of it was dry, some of us didn't even take the meal put down to us. I had chicken skewers and the tomatoes on the salad tasted like fish as though they'd been taken off another plate. The staff didn't appear to know how to deal with the situation, when advising it wasn't their fault and they'd just came on shift and one of their colleagues had gone home. I feel despite all the issues they had to deal with a bit of communication between the staff team and communication with the customers would of went a long way. The poor food was just the icing on the cake really. My sister also ended up very sick half way through the wedding on the Monday and had to go to bed which we don't think was a coincidence. Disappointed as the reviews online appear good but we definitely wouldn't go back as there was just problem after problem. Overall poor communication and inability to...