Boston Tea Party — Restaurant in Stoke Gifford

I waited way too long at the entrance (the sign said to do so) until I decided to come and look for someone that finally gave us a table. I wasn’t offered an high chair for my 3 years old until I asked at the bar. I ordered a classic burger and a simple kids burger with chips and waited half an hour. To be fair the apple juice for my son came very quickly but unfortunately after he started drinking I realised the plastic glass it was served with was dirty outside and inside. After bringing that back to the bar I bring back a new one in a cleaner glass. While waiting the food my son needed to go to the toilet: it was out of order but the only sign to realise that was inside and not on the toilet door entrance. After waiting half an hour we got our food which wasn’t great, even worst half way through my son needed to go to the toilet again. I informed the stuff that we were leaving the table just to go to the toilet and we were going to use women toilet as the men was out of order. When we went back to the toilet the food wasn’t there and the table was cleaned ready for a new customer. Couldn’t believe my eyes while my son was in tears thinking someone stolen his chips, so I complained once again. Luckily my son stopped crying when I explained to him we were going to get new chips as apology. I entered the place at 13:30 for a quick stop after swimming lesson, I went out at 14:50. Shocking experience especially because I’ve been in other Boston tea party before and I always found the experience a pleasant one. I understand there are bad days for everyone but many things in my bad experience could have bee avoided with a bit more attention and care, especially when serving a table where sits a...

I have been to this BTP many times and it has the usual great atmosphere and design as the rest of the chain but unfortunately the service has massively gone downhill recently.

The ‘wait to be seated’ rule does not work when there is one guy allowed to seat people who is the least attentive person in the team. Stood at the door for 10 minutes with 2 members of staff greeting us but saying they weren’t allowed to seat people. There were 5-10 empty tables in the restaurant at the time. One group of people push past and sat down at an empty people and 3 other groups waiting behind us left.

When we did get seated where were told there was a 40 minute wait on food - this has been the case the last 3 times. We ordered on the app which is quick and efficient.. then the wait. The drinks arrived, the order was incorrect but didn’t want to wait again. The food arrived later, no cutlery or offer of sauces - I had to go ask for this which staff seemed annoyed about?

Throughout the visit I noticed the Deliveroo orders were flying out of the kitchen - prioritised over restaurant orders. If the kitchen is struggling to serve the restaurant then I think the deliveries should be paused. There was also a group of 5-6 staff constantly laughing a joking next to the coffee machine - maybe this is the reason for the long wait times and incorrect orders?!

I will still continue to visit as the location and food is good. They are super dog friendly which is handy and the amazing sustainability choices that they continually improve. Just very...

So the first time we went, the food was good, a little pricy, but fairly worthwhile. No issues with service, all went well.

Second time, great food, but our drinks never turned up. Getting a hold of someone was a pain as they are too busy serving food, and the online ordering meant they weren't looking for customers flagging them. This was after the server noticed the lack of drinks and said he'd go chase it up. I eventually gave up and had to go to the tills to find someone to ask for a refund. Not much in the way of an apology and the refund didn't process correctly. The latter is partially my fault for not having a card other than Amex.

Good food experience really messed up by a software based solution that doesn't always work. A good place is not defined by how things go when all is smooth, but when things don't go to plan, and this was not good in that respect. Will definitely have to rethink about going back in future.

Update: Re-upped to 5 stars. I really appreciate when feedback is actually read. The manager clearly cares about customer experience and has reached out following filling out one of the feedback forms. I fully appreciate that it was a busy morning and their wait staff were busy with orders going out from a clearly efficient kitchen, and I could perhaps have gone up to the tills earlier, but I hope that for any future visits the system works as it should - because it is great when it does.

The food is delicious and worthwhile and this place still comes highly...