Slug & Lettuce - Southampton — Restaurant in Southampton

come last night for bottomless brunch for a friends 25th birthday! the moment our server (philly, brown hair & beard, who is also a manager apparently) came over he was standoffish listing the rules as if we enlisted in the army and killed the vibe from the beginning. after our second round we had to literally go up and request to be served because he was never coming to take our next drink order, we even had other staff members come over and say they’ve told someone to come to us because we were sat for so long with empty drinks on our “bottomless brunch” over 2 hours we had 5 drinks (for reference at turtle bay down the road we have 17 drinks within 1 hr) and then he had the audacity to come over with the bill and tell us our times up very rudely. the drinks themselves didn’t take too long after ordering, it was literally just the service from philly that ruined our experience. we went and made a complaint about our experience to another man (not sure on his name) and he checked the times of when philly was taking our order and apologised and added an extra 20 minutes to our time, which was amazing! except philly didn’t come to us for the whole 20 minutes still!! so the man who added the extra 20 minutes took the tablet off him and came to take our order, then philly brought us our drinks and just shoved the tray on the table whereas before he would say what the drinks are and hand them out. then we got a new server who was on overtime bless him but came over and was making sure we had amazing service and got us 3 drinks within 20 minutes (which apparently takes philly 1.5hours…) i wish i knew the names of the two men who made our night so much better after two hours of neglect and hostility from philly because they’re great and exactly the type of service we love to see. unfortunately we are extremely unlikely to come back if it means the possibility of being served by philly again. this is not the type of person who should be managing & acting as a leader and role never for other staff… unless he’s the example on...

Really poor customer service. Downloaded the (heavily advertised by slug and lettuce) MiXR App and there was a QR code for a free drink. The girl behind the bar scanned it… said it didn’t work and needs the manager.

A rather stressed guy turned up (necklace with rings on) holding plates of food that needed to be served, and starts tapping away on the till. He then tells me “the trigger doesn’t work and I can’t override it” I was like ok… and he repeated it and asked if I understood. I said I did not understand (I do not know the ins and outs of the slug and lettuce POS system) and I don’t know what a trigger is. At this point my wife suggested he served the food he was holding and came back, as it was getting cold. He said no because he’s the only one that can sort it.

At this point he repeated he can’t do anything about it and I said that I was a bit naughty to heavily advertised this service and then not honour it. Hilariously he then said that the Mixer app is a third party “ and you have to remember it’s nothing to do with slug and lettuce” this is when I took the photo of the Mixer app being advertised on the rear of the till as he was talking.

By this time a queue was forming which was making us feel stressed , the girl behind the bar looked stressed also. He disappeared to serve the food and came back and said he would try one more time. It worked instantly, he didn’t acknowledge us, just told the girl “you must have done something wrong” and left - seemingly a bit embarrassed.

The tone, actions and customer service was so poor from start to finish. It made us feel incredibly uncomfortable and like we were the problem. If you don’t want customers to use third party apps with promotions, don’t advertise them. And if you are using them, please train the staff how to process it on the till, or at the very least how to be apologetic...

Super disappointed! Booked bottomless brunch for my 21st birthday with all my family and a few friends at 4pm in the afternoon (purely so my sister didn’t miss out and got to spend the day with me before it was late) . When we finally got in, I was taken the side and told it would not be possible to do the bottomless brunch as my sister who was with us was under the age of 18. The Manager proceeded to say and show me the small print in the T&Cs which says this- not very clear at all otherwise I wouldn’t have booked! I was then told it was cancelled and the only option would be to stay there and pay full price for drinks and food or 241 cocktails .Once we finally got to the table once waiting for at least 15mins due to people still on our table when we arrived. My sister was told she had to sit in eye line of the bar so ‘they can watch her’ to make sure no one was giving her alcohol. For a venue where under 18s are allowed til 8pm and a venue where they do mock tails on their bottomless brunch I think is outrageous, I have seen children way younger in there at that time and the same wasn’t done for them! The staff were rude when my mum asked for a tray of shots with a sparkler as the other table across from us had it for my birthday as she wanted to make it special, She was told it was only included in the bottomless brunch which we were previously booked for and proceeded to say it was going to cost her a fortune if she wanted it ( even though she said to the staff member she was happy to pay). Absolutely feel let down and disappointed as slug and lettuce used to be a place I enjoyed going due to the wide variety of alcohol and cocktails (hence my reason for booking) . The only positive was the manager was very sympathetic. Will no longer be...