Linnaean, Linnaean

I had my first ever facial here and absolutely loved it. Florina assessed my skin type and used the nicest smelling products. I felt so relaxed and my skin felt so smooth, hydrated and smelt amazing with each step! I would highly recommend and will be back soon! The afternoon tea was beautifully presented but I wish I had been given a menu to know which ones I enjoyed most. Great service from staff and manager :)

DO NOT MAKE A RESERVATION HERE!!! We made a reservation which we attended. Food was ok, service was ok, but the next day I got a “Maybe another day?” email from them implying we didn’t attend our reservation. I immediately replied to say they had made a mistake and told them to total amount of our bill and the time we were there as proof of our attendance. I got no response to my email to their “guest relations” email and the next day £40 was charged to my credit card for a “no show fee”. I emailed guest relations email asking for the charges to be reversed as it was a mistake but I got no response to my email even though it was my second email about the topic. The next day I called them. Mimi, the first person I spoke to said she would pass the message onto the manager but I would need to call again the next day to get it sorted as the manager wasn’t in that day. Later in the day 2 other people called me, but no one had the authority to reverse the charge. 4 days later, I still hadn’t received the refund nor had I received any update via email. So I emailed “guest relations” again, but of course did not get a response. So I called again and the person said the refund could only be done by the owner and that I needed to email the information so the email could be forwarded to the owner. So I sent a 5TH email about the situation and asked for it to be resolved quickly as a week had already gone by without resolution. I got no response to that email and 24 hours later I called AGAIN - now my 5TH phone call - and I was told the owner was aware of the situation but I’d have to wait for a refund until she was available to process it. I have no idea how an owner of a business thinks this an acceptable way to treat their customers. While I understand the need for no show fees, £40 feels incredibly steep to guarantee a restaurant reservation, but most importantly WE ATTENDED OUR RESERVATION, ON TIME, AND WE WERE THE ONLY TABLE IN THE RESTAURANT! How could you miss us? More importantly, how could you ignore 5 emails and 5 phones calls asking you to correct the mistake and refund the £40 charged in error. This is the worst customer service I have ever encountered and I feel compelled to warn everyone from making a reservation here. It isn’t worth the risk of incorrectly being charged the no show fee and besides, the restaurant wasn’t busy at all and therefore, ironically, a reservation wasn’t even required in the first place! Save yourself the hassle, and find a different establishment to eat at, one with competent staff and ownership that cares about their customer service and business integrity, because this one clearly does not!!!