Review by Foodie82 from London
cost per head=£20
This is the complaint letter I have just sent to The Angus Steakhouse... says it all really...
I am sorry to say that our overall experience was not a pleasant one from food to staff and service.
Upon entering the restaurant and it not being busy at the time, we were escorted to a table for two located near the bar. The area was some what cramped and we had bags with us so we politely asked if it would be possible to be moved to a booth seat. We were directed to a table behind the till and on the edge of the bar.
After we ordered and sat waiting with our drinks, there were 3 staff members not working, but crowding round the till area talking and a couple of young waiters behind the bar leaning over and talking right behind my friends head. We were totally blocked in by staff who never even cracked a smile to say the least. It is also not the most pleasant experience seeing the bread rolls brought out of a plastic draw at the bottom of the till and placed on our table. As the menu stated the bread roll was £1 which was included in the service charge, it would have been nice to be offered the option of having it and in which case we would have declined as from the draw, the freshness was questionable. We decided to not eat it.
When a seemingly a senior manager arrived behind the bar, he resumed the position behind my friends head talking to other staff about the football and making an extremely annoying tapping with his pen on the bar. At one point he put his folder on the bar and just missed clipping my friends head with it! By this time there was at least 6 staff members floating about next to our table, turning round to stare frequently.
When our dinner finally arrived ( 2 portions of BBQ ribs and chips) we knew something had to be wrong before even touching it. The meat was pink and fatty with only a small amount of sauce smeared on the top and even the chips were as white as a sheet. The ribs had clearly been put in a microwave and after 2 bites, the mix of cold and luke warm meat indicated that they hadn't even been cooked in there long enough.
Obviously we had to send the food back and to her credit, one of the girls mumbled a sorry. While we waited for our order to be brought back, again several staff members were standing round the till asking what had gone on and why we had sent it back. Considering we were so close we were practically standing round the till with them, we felt this was again unprofessional.
A few minutes later our food came back, this time with the sauce on top slightly burnt so some attempted to heat it without the use of a microwave had been made. It was just hot enough to eat but the quality of meat was a rough ratio of 80% fat to 20% meat. When the waiter came back for our plates, and where the food had been barley touched, even though by this time we were starving, he just said 'didn't you like it?".
We just asked for the bill and wanted to leave as soon as possible. In 40 minutes, a table change ending up in us being surrounded by all the restaurant staff, and our food being cold. Not only did we waste nearly an hour in the Angus steakhouse, but also wasted over £40 in the process.
I have never before experienced such bad service or food. Our experience of the Angus Steakhouse makes a trip to McDonalds seem like gourmet food in a Michelin star restaurant. Considering the size of your chain, I really would have expected much more and your waiters and waitresses need a crash course in customer service. Its sad to say but these people clearly didn't care much for their jobs so why would the care about a paying customer.