⭐ 1 Star – Very Disappointing Experience. I haven’t rated a restaurant this poorly in years. The service here had been commendable in the past, making this visit particularly disappointing. We came to celebrate my son’s birthday, but the evening was a disaster. We arrived at 6:10 PM, and by 6:20 PM, a staff member took our drink and food orders. Shortly after, we were told the food order hadn’t gone through and had to repeat it. Our drinks arrived at 6:35 PM, and then we were told that the system was down, requiring us to place our food order a third time, this time on paper. I requested the removal of unused wine glasses, which were never taken, so I removed them myself. We waited a long time, and when my son inquired about our starters, he was told they would arrive soon. They finally came at 7:24 PM, over an hour after we arrived, with no apology. I asked for our main courses to be expedited, and was simply told “OK.” By 7:45 PM, we were still waiting. A staff member acknowledged that the system was still down and that others had been waiting longer than us for their mains. My son eventually expressed that if our mains weren’t ready in 10 minutes, we would leave. At 8:05 PM, we were informed our mains were still not ready and that there was no estimate. I found this unacceptable, and her response was, “It’s not my fault, the system is down.” I explained that as a representative, she needed to take responsibility. The staff were aware of a serious issue but failed to inform us upfront about potential lengthy food delays, not allowing us the option to leave. We never received a genuine apology. I requested her name and was told she was the shift supervisor; the manager was off sick. When I declared we were leaving and wouldn’t pay for our starters and drinks due to the poor service, she simply walked away. There was no apology or attempt to resolve the issue. I tried to find her again but she had completely vanished, so we left. This experience was disappointing, ruining a birthday celebration, highlighting a lack of accountability and professionalism. System issues can happen — but the way staff manage them is crucial. This was managed poorly.
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