Dear Grace, Semi-Private Bar Area

As someone who currently works and has worked in customer service for the last 8 years I absolutely HATE writing negative reviews but the customer service I experienced here just wasn’t great. My boyfriend and I came to watch the euros on a busy night so wait times were understandable! We ordered food and drinks and both were reasonably priced and delicious and arrived within a good amount of time, the staff were also really lovely at this stage. Afterwards I ordered a cheesecake after seeing it on the restaurants Instagram page. After half an hour of waiting I decided to chase it up, the waitress told me she would check on it for me. 15 mins later a different waitress came to our table and asked ‘are you still waiting for the cheesecake?’ We said yes. 15 mins later (1hr total) the cheesecake finally arrived but burnt (like a basque cheesecake, which wasn’t what was advertised) and also was served piping hot, which was very unexpected. I asked one of the waiters about this and he confirmed this is not how it’s meant to be served and sent it back to the kitchen and said he would bring me a fresh one. I waited around 25 mins for this with no update as to what was going on. At this point it was past 22:00, the football game had ended, people were leaving, we wanted to head home too. I ordered the cheesecake at 20:45. So I went to the bar to ask to cancel it as it had taken way too long, I was told the chef had been defrosting it as an explanation as to what took so long and offered a drink instead. I asked for a refund which was given but no apologies at all for the inconvenience and was made to feel like I was in the wrong. My main issue is with the lack of communication the staff had with me about the issue and the lack of service recovery. It’s a shame because I really enjoyed the food and the drinks were lovely.