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“Customer Service is Fundamental!!!” 1 of 5 bubbles
Review of La Sophia - CLOSED

La Sophia
Price range: US$6 - US$26
More restaurant details
Restaurant details
Good for: Romantic
Dining options: Lunch, Dinner, After-hours, Private Dining, Reservations, Seating, Serves Alcohol, Waitstaff
Description: A sophisticated chef-owned restaurant, La Sophia offers French and Mediterranean gourmet cuisine in stylish surroundings. With elegant Mediterranean-style decor and high ceilings, the cosy candle-lit dining area makes La Sophia a chic destination in which to enjoy superb cuisine. Diners can enjoy a cocktail from the list before dinner at the intimate bar downstairs. La Sophia restaurant serves popular French dishes such as Foie Gras, Magret de Canard and Black Truffle of Perigord, alongside a choice of Mediterranean favourites including Calamari and Pappardelle. The delectable recipes include specialities like Argan oil, chocolate balsamic and Pastis mustard. Perfect for Ladbroke Grove and near Portobello Road, La Sophia is a stylish venue for exquisite dining.
London, United Kingdom
1 review
common_n_restaurant_reviews_1bd8 2 helpful votes
“Customer Service is Fundamental!!!”
1 of 5 bubbles Reviewed 26 May 2014

I would not recommend this place at all. Don’t get me wrong, the food was nice however the customer services were so ghastly, it cancelled out the good food. If you are planning to come as a big group, forget it and go elsewhere! From the moment we arrived we received such rude customer service, no welcome greeting just a list of rules and regulations like we were a bunch of naughty kids. The only reason why we stayed was because a deposit had been put down which we wouldn't have gotten that back. Made a booking for 8 and was not told that the kitchen was closing by 9 so we were rushed to order food, when making the booking on the phone they failed to mention that the kitchen closed at 9pm which would have effected the reservation. On the website it clearly stay bring your own drink then when we got here they said no sprits, we had to have 1 bottle of one between 2 guests and if we had any more we would be charge £8 for drinking our own drinks. This was not mentioned when making the reservation on the phone. To be honest I get better service from Mac Donald's. I work art time as a waitress as well as a supervisor so I know how to serve, one rule, doesn’t clear someone’s plait if they are still eating their food! If you can deal with the rudeness then the food is good but I am sure you can find another restaurants that give you the VIP treatment especially if you as a group are spending over £600! There’s a lot more that happen during the night however I think one gets the point I am trying to make. I do hope someone from La Sophia reads this and work on their customer service skills. I can also help in training staff because they need it

  • Visited May 2014
    • 2 of 5 bubbles
      Value
    • 1 of 5 bubbles
      Atmosphere
    • 1 of 5 bubbles
      Service
    • 3 of 5 bubbles
      Food
Helpful?
2 Thank Bukky2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
La_Sophia_Manager, Manager at La Sophia, responded to this review, 28 May 2014
Dear Ben & friends,

I am sorry to hear that you were disappointed with your experience at La Sophia. Our team works hard to maintain a consistent level of excellent customer service and great quality fine food. I do believe in this instance, there has been a misunderstanding and most strikingly, an omission of pertinent detail to the evening.

As part of La Sophia's due diligence in regards to our customer service, our process is with each and every reservation, to keep a record of events from time of booking through to our customers leaving the restaurant. This allows us to understand where improvements may be required in future, and also to avoid false claims in scenarios such as this.
Please allow me to clarify for the sake of accuracy, and avoidance of false claims the details of the occurrences that took place on the evening of 25th May, 2014.

In regards to the kitchen closing at 9pm. Your group was booked for 8pm and 18 guests out of 23 guests arrived 40-50 minutes after the reservation time without informing the restaurant. Your group started ordering at 8.45pm as not everyone had arrived. Your group was continued to be served food until 11pm. Our waiters had expressed that the kitchen required the orders by 9pm at the latest. We don't serve groups at different times as the guests arrive 1 hour late. This does not work for your group eating at different times, and also ensures that our kitchen provides a top standard of meals and service. We served your food until 11pm as we only started to take your orders at 8.45pm.

As the individuals in your group arrived, a substantial number of bottles of spirits and wine were brought in with them without our knowledge or agreement. This was never mentioned by you over the phone and also never agreed. Also to our knowledge we do not have this on our web site. It is unfounded as to where you have seen this on our web site or believed it to be the case.

From your review, it appears that you cannot recall what happened later in the evening in regards to the spirits that your group had brought in with them.

What was found later during the evening was that your group was sneaking in spirits in your bags and pockets and drinking them in secret. You say we treated you like children but this kind of disrespectful behaviour is not tolerated at La Sophia and I am certain no other restaurant would tolerate this either. We would never allow anyone to bring in spirits and encourage heavy drinking at the restaurant. Your group could have all been asked to leave then and there, but again we had allowed you all to stay under the conditions that you did not drink the spirits and if one person was to disregard this and keep drinking, the group would need to leave.

For large groups, it is common courtesy to enquire if bringing your own wine and spirits is possible/part of the restaurant policy. On the night, our manager was kind enough to allow you to have 1 bottle between two for your large group at No corkage, but you asked for extra bottles which was offered then at corkage.

It is common for people whilst enjoying themselves to lose track of and forget the time and even forget where they are for a moment, however it is not acceptable to forget common courtesy and respect for those that are hosting and serving them.

The vast majority of customers appreciate the hard work we put in to offer our diners both a premium menu and service. On the night of May 25th, it is noted that you & your group were aggressive and your behaviour disrespectful to our staff. In order to continue to provide optimum levels of service, all that we ask for in return is that diners use common courtesy and respect to our staff and restaurant policy.

Perhaps in future, Mc Donalds would in fact be more suitable for your next group dinner. I am sure they will accommodate individual orders into the wee hours. It may even be common practice to sneak in bottles of spirits.

On a better note...thank you for the feedback in enjoying your meals.

Kind regards
Nicholas
Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

95 reviews from our community

Visitor rating
    31
    32
    12
    6
    14
Rating summary
    Food
    Service
    Value
    Atmosphere
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Any
English first
London, United Kingdom
Level Contributor
24 reviews
9 restaurant reviews
common_n_restaurant_reviews_1bd8 17 helpful votes
“Ok but not amazing”
3 of 5 bubbles Reviewed 20 March 2014

Went along on a Saturday night after having made a reservation. Restaurant was busy but not full. Interior was cosy but a little tired or worn in places. We ordered the Lamb Croquettes as a Starter and the Rabbit with Couscous as the main. Really enjoyed the shredded pieces of lamb in the Croquettes but found the Rabbit to be lacking in flavour. Would possibly go again to try another of the main dishes but wouldn't go out of my way.

Visited March 2014
Helpful?
Thank sunseeker7811
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
118 reviews
54 restaurant reviews
common_n_restaurant_reviews_1bd8 63 helpful votes
“Surprisingly Good Meal”
4 of 5 bubbles Reviewed 17 March 2014

On first appearance and also with the slightly chaotic service, I thought that we were in for a long night... but I was surprised with the quality of the food. It turned out to be a great night with a very good meal, and value for money as well. It´s a restuarant for the locals of Notting Hill as opposed to a restaurant that you would make a visit to. Close to Ladbroke Grove tube station. Good lively atmosphere.

  • Visited March 2014
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Atmosphere
    • 3 of 5 bubbles
      Service
    • 4 of 5 bubbles
      Food
Helpful?
2 Thank sarahjbh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
1 review
common_n_restaurant_reviews_1bd8 3 helpful votes
“Great food!”
4 of 5 bubbles Reviewed 15 March 2014

We went here for a romantic meal last month and were pleasantly surprised. The steak was great, and the starters were fabulous. The chocolate desserts were to die for!! The non-alcoholic wine wasn't so pleasant, but the service made up for it. Will defo be returning.

  • Visited February 2014
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Atmosphere
    • 5 of 5 bubbles
      Service
    • 4 of 5 bubbles
      Food
Helpful?
3 Thank Gus T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London
Level Contributor
9 reviews
6 restaurant reviews
common_n_restaurant_reviews_1bd8 7 helpful votes
“The best 'non Asian food' halal restaurant in London”
4 of 5 bubbles Reviewed 9 March 2014

My wife and I had dinner on a Saturday evening, the food was excellent and all Halal. The staff were very accommodating and attentive. They do serve alcohol sadly and a dubious 'de-alcoholised' wine.

Probably the best 'non Asian food' halal restaurant in London

  • Visited March 2014
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Atmosphere
    • 4 of 5 bubbles
      Service
    • 4 of 5 bubbles
      Food
Helpful?
3 Thank Kabir W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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