Review Time
1. Drinks took too long2. My dad didnt get his Pepsi which he ordered3. It took 3 goes to get my mum’s pasta correct (1 no butter and cheese but hot. 2 no butter and cold 3 cheese butter and hot 👍)4. My dad is vegetarian so he ordered penne arabbiata (no meat) and he got spaghetti bolognaise (meat!!)5. Free Wi-Fi didn’t work
I was so disappointed with my recent visit to Vapiano’s. I live in Buckinghamshire and always travel to Great Portland Street to Vapiano’s. I haven’t been for a while due to poor health but went yesterday for my birthday. The restaurant looks the same but they do not allow you to eat upstairs anymore so it’s overcrowded and therefore very hot downstairs. You are also sat very closely to people due to upstairs not being opened. The menu has changed and I find it has an Indian spice taste as opposed to Italian. I watched the pizza chef seperate ham and add it to the pizza not wearing any gloves and when I queried it with both he and his manager I was advised that it was not essential. A very poor exprience and I will not be returning. It is definitely not an Italian restaurant.
We visited Vapiano by Berlin Alexanderplatz and had one of the worst dining experiences we’ve ever had.To begin, we were given one single card for three people, which immediately caused confusion and delays not what you expect from a supposedly organised, self-service system.One of our guests is disabled, yet there was no effort from staff to be helpful or accommodating. The food arrived incorrectly, despite clear instructions for no tomatoes and no onions both of which ended up in one of the dishes.Then came the chaos with the drinks. After ordering, we were told at the bar they had no record of our drinks. No one had asked for our card number when we ordered, so we had to go back to the kitchen to retrieve it. Then, after waiting again at the bar, it took over 20 minutes to finally receive our drinks and by that time, we were already halfway through the meal.When I politely told the manager with the braids that this delay was unacceptable and that, at the very least, the drinks should have been comped as a goodwill gesture, he replied with the most ridiculous comment I’ve ever heard in hospitality:“Well, you drank them, didn’t you?”Yes, of course we drank them what were we meant to do? Eat a hot meal with nothing to drink? The point is they came far too late, and his flippant, dismissive attitude showed a complete lack of professionalism, empathy, or common sense.His assistant a young woman with brown hair was no better, raising her voice and shouting across the reception area. They made us feel deeply uncomfortable, and honestly, embarrassed for them. It was clear from their behaviour that customer service is not part of their training or mindset.We were offered €6 off a €72 bill, which added insult to injury.We expressed our frustration respectfully and directly, and I used the word “disgusting” to describe the experience because that’s exactly what it was. Not just the errors, but the arrogance and rudeness of the staff.This location used to be one we’d frequent, but we will never return, and I strongly advise others to steer clear. There were only around 40 people in a restaurant built for 200, and yet the staff still couldn’t handle it. No urgency, no courtesy, and no clue.Frankly, it’s no wonder Vapiano is closing branches if this is the quality of service they’re offering, this one will be next. And deservedly so.Truly unacceptable and embarrassing for the brand. Avoid.
Being such an international chain you should have the courtesy to keep a properly trained staff and apologise for the mistake. Meruna and Alexzander the managers of the Utrecht branch of Vapinao were not bothered about having done such a blunder.
Booked table for 8. Given a table for 6 , we had to find 2extra chairs ourselves Service was absolutely disgusting 7 of us finished our meals before the last meal,A SALID was served This restaurant spoiled our weekend in Manchester. Manager didn’t show his face to explain but did give a refund for the salad but when customer checked it was on someone else’s card . Altogether a horrible experience.
Paddington branch Firstly I’ll start by saying that the MANAGER ALI is very unprofessional and uneducated within his role and a disappointment for the face of the restaurant!We arrived it was very quite hardly anyone was there and had waited minimum 15-20mins while it took 3 members of staff to move 2 other tables around which wasn’t occupied before anyone attended to our table after which we had to gesture them over. We wasn’t informed beforehand how the ordering process worked and was then informed it was to be done via the app or via the waiter. At this point the circus began and the starters arrived beetroot bruschetta ( which was like a slices of toast) which i automatically could see was burnt top and bottom, the bruschetta itself was dry no dressing and quite slap dash & presented on a dirty plate . I informed the waiter (unknown he was the manager at this point and the first person we spoke to from the start) that I didn’t wish to keep the dish and told him my concerns at which his reply was hostile and rude informing me that he couldn’t do a refund which wasn’t asked from me but to change my dish he removed the plate and we proceeded with waiting for the main dish. I sat and waited around 15mins while the table received their food and also has issues with theirs, a new waiter returned with a new plated starter which wasn’t burnt however the plate was dirty and I returned it. I was very disappointed and frustrated at this point as everyone had issues with their mains I asked for the manager. Another gentleman was walking around towards us and I asked if he was the manager at which he said no it later turned out after asking another waiter that he was in-fact the manager and had been reported the day before regarding bad reviews made against him( know wonder why)After 15mins I asked again for the manager and the very nice Aqib informed me that he would be with us once he was finished on the phone. I asked if he could in fact assist as we had been waiting along time at which he very professionally aided me with a replacement option for the starter he apologised for the issues we all had and helped each of us with the issues we had, I can not praise his customer service skills enough he is a great credit to the restaurant! He listened, was polite and found a resolution!!The manager ended up attending our table after we had taken pictures and he assumed it was of him and stormed over to the table, he rudely addressed the table demanding to see their phone & wanted to argue with us instead of focusing on the concerns we had with all of our food. This was the very last straw for us all and shortly left. This was the worst experience I have every had within a restaurant and I dine from 5* to local establishments and the unprofessionalism and argumentative manor Ali portrayed would make the reviews of this restaurant go down hill as well as people dinning in this location.I would like his management to reach out this experience not only ruined my daughter’s birthday meal but was unprofessional on all levels.
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