Leroy Fox Cotswold — Restaurant in Charlotte

Let me begin by saying that I have been a frequent patron of Leroy Fox since moving to CLT nearly 4 years ago. However, my experience last night made it my last time visiting this restaurant.

Myself and 11 of my colleagues made reservations on Wednesday, April 16th for Saturday, April 19th at 7:45pm (post team building event). We arrived to learn that our our reservation was never entered into the system and was told by the hostess, “Well we don’t have a reservation for you and there is another group with 11 people coming for dinner that are 5 minutes away so there’s that...” As if this response wasn’t bad enough, we then had to come up with our own solution to their misstep. Since there wasn’t enough space at the bar to accommodate our group while we waited for a table, we asked if we could sit in the waiting area and order drinks there. They agreed, and we waited... and waited... and waited some more, meanwhile we’re watching several people come in (without reservations) and be seated immediately. After sitting in the waiting area for 47 minutes, they shoved all of us into an area called ‘The Chicken Coop’ where we waited another 10 minutes before I finally stood up and asked one of the servers (who had walked by our table 5 times) if we could have menus and water.

I can’t single this one server out like he was the only one who walked passed us multiple times without looking our direction, acknowledging us or stopping to ask if we had been helped; all 6 of the servers working ignored us. It actually felt like they made a conscious effort to not look at our table. It’s now 9:30pm and they are finally taking our food order. This was a debacle in and of itself — they forgot multiple drink orders, brought the wrong drinks to our table, couldn’t remember if the white wine they poured was Chardonnay or Pinot, brought a grilled chicken wrap to my colleagues who doesn’t eat meat (and didn’t order it), and served someone sweet potato tots instead of the Brussels sprouts she order because you know they taste, look and sound the same.

I’m being extremely sarcastic, but this experience was anything but funny. Our group works for one of the largest health and wellness companies in the country, and we abide by the Platinum Rule... which is to treat others how they would have you treat them. Call me crazy, but I don’t know anyone who would want to be treated with such disregard. I understand that mistakes happen and they didn’t show a reservation for us in your system, however that was their opportunity to say “we apologize for the confusion, please give me a few moments to speak with my manager and come up with a solution to make this right.” Unfortunately, that never happened at any point throughout the night. I guess I should be grateful for the cocktail that they comp’d me, it was the only thing that made this...

I was really disappointed with our customer service experience at Leroy Fox. We had a taste for fried chicken sandwiches and Leroy Fox shows on lists as one of the top spots. I ordered online for curbside delivery - I placed my order at 1pm and it indicated food would be ready at 1:44. We arrived at the restaurant at 1:38 and I called the restaurant as there are no spots for curbside pickup and I had already “checked in” online. I was told very rushed that someone would bring my food out - without asking my name or info about my order. By 1:46, no one brought the food out, so I walked in. To my surprise, the hostess (who was not friendly or helpful at all - and stated she was not responsible for curbside orders), brought out my food, which had been sitting on a shelf. I opened the food and unsurprisingly it was very cold.

I told them that unfortunately I could not accept cold food - if someone told me my order was ready, I would have simply walked in to get it. A male worker approached me and began to accuse me of being “30 minutes late” in picking up my order, which was untrue and I had time stamps for my order being placed, checking in, and calling the restaurant. The bartender stepped in and put in a request to have my food remade. So I spent another 20 minutes waiting. During my wait, I saw at least 3 others, both indoor diners and individuals picking up to go orders, complaining about the wait or quality of food. Multiple times wait staff indicated they were busy, the system for pick up was confusing, etc.

It was a really disappointing experience and we will not be going back. After all of that, the food was certainly not great and even less appealing based on the price. Overall poor experience. There’s many other restaurants with better food and top tier customer service.

*Editing 5/5 in response to owner -

I cannot imagine there were many Michelle’s that placed a lunch order on 5/1 and I described my order in my review. It’s unfortunate that you’re responding to paying customers like this that are sharing their honest opinion. And to state my comment that customers were complaining is “laughable” is actually quite laughable given you have a bad review here from the same day, sharing the same concerns from an entirely different party. And your response to them was appalling. Your own staff complained directly to me about the process for online orders while apologizing for the issue. Instead of wasting time bickering back and forth online in reviews, consider addressing the breakdown in operations internally. Sadly I will not be recommending any friends continue to...

Came to your establishment yesterday around 5pm or so and we likely never come back due to the poor service and the appearance that no one really cared. We ordered an app and two dinners. The establishment was far from packed. I went to use the restroom and came back to a table full of food as our apps came out at the same time as our dinner. Our waitress came by and explained she didn’t known why they did that and after to bring the food back later; we took her up on the offer but then the food that was bought back to the table was clearly the same food that had sat out somewhere and was now cold. 🤦🏾‍♀️😩 Highly disappointed does not make me ever want to return as this was our first time. Did I mention it was so cold the queso for my nachos was stiff after about 3mins of being on the table and I watched four tables to include mine go get coats. Sidenote: I’m 8months pregnant so as long as the food is hot and the service is good we are satisfied but this experience made no sense

Your response is less than professional which just proves my point. All items came out at the same time period!!! Which is why you took care of the app. In addition read before you respond to understand. I said it was soooooo cold that the queso became cold in 3mins. Not that it came out cold. Next it was not the servers fault at all but the runners she was fine gave her a 17$ tip. But I have no reason to lie to you!!! Your establishment came highly recommended but yesterday was not great at all. And if you own the establishment and this is how you choose to respond to patrons then you really deserve, one star. I only take my time to review when the experience was less than great, and this was not great at all. What do I gain from lying on your staff? Think about it! I welcome a call or email with more appropriate response again trying to give you another chance to imporve your experience with a person who will be a forever customer if the experience is great!! As I eat at Mama Ricottas and Thia House about twice a week. Great customer service but no wonder you have declining reviews on google and open table. Again do better and never call anyone a liar unless you known all the facts as why would you comp the bill if no wrong was done SIR! Even your waitress explained this was weird!!!...