I love the West End, have a place closeby, and this place is busy from 8am until close late at night, it has all the ingredients to become a major social hub, yet they seem to take customers for granted, and do not care or are completely unaware of customers' experiences.
It's a great location, great interior design, decent food, friendly, but the service is an utter, utter shambles, and can be infuriating, especially as it is so inconsistent so you cannot be sure of what you will experience. Walking in there creates its own unique tension of 'What is this going to be like?'
You can be taken care of straight away, or get ignored, or have three staff one after another coming and asking you the same thing.
If I arrange to meet friends there I warn them that I cannot guarantee a good time there, as it's totally random. This is the reputation that precedes ever stepping foot in there!
Staff are trying to stay on top of things though it's apparent they are not managing particular areas so end up running around in circles.
You order takeaway coffees and great there's piece of fudge with it :) but because I don't trust the place I check them and sure enough, there's no milk in them? :(
You get given a menu then don't get to talk to a staff member for 10 minutes?!
I chatted with a staff member there and they said that the waiting staff has fed back again and again to management about how disorganised it is, and how they should not hire people without any hospitality experience, but management won't be told, do not listen, do not act improve things, and to me it's apparent they do not care about the experience of their customers, or staff. Management do not even feed them and they have to eat elsewhere on their breaks!
Epicures, you could be great, and I mean awesome, yet you choose to squander this opportunity, and risk losing the local community's allegiance as you are having to be tolerated, instead of celebrated.
Please take responsibility and sort things out with action, not words.
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