Automat

I called Automat today to make a reservation for later in the week. Bizarrely I was connected to an automated service wherein I had to navigate a medley of options (press 1 for this; press 2 for that, etc) until, eventually, I was passed to the reservations department. At this point someone answered the phone with "Automat, please hold". That was it. Not "Hello, Automat, would you mind holding for me?" which would have given me the option to say "No, thanks, I will call back when you're less busy"; I was just unceremoniously placed on hold for four minutes, at which point I got bored and hung up. I called back some time later and had the very same experience.

Clearly the reservation team are too busy to talk to the customers who call in to make a booking. That's fine, but don't place them on hold for an indeterminate amount of time, particularly without even bothering to speak to them properly first or enquire as to whether they are happy to hold.

The arrogance and temerity of the staff in the reservations team means that I definitely won't be making a booking with this restaurant. Automated telephone services are a necessary evil when you call a huge organisation like BT, but I don't expect to have to navigate several rounds of questions before I am even allowed to speak to someone when I am calling a restaurant.
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Christian
0 Overall rating
Food 0 | Service 0 | Atmosphere 0 | Value for money 0
Monday, July 04, 2011

Horrific. I'd been a few times before and been fairly pleased, but when we went a few weeks ago it was one of my worst dining experiences, certainly from a value for money perspective, in London. I knew it wasn't a good sign when the yellowing awning out front was filthy.

I ordered the NY strip steak, and was bemused to be told, at 7:15 on a Wednesday evening, with the restaurant less than half full, that they were "sold out". I had the "flat iron" steak instead, and it was disgusting. If they had actually made the steak out of a flat iron, it would have been no less unenjoyable. I managed to eat about a third. One of our party sent his macaroni and cheese back, another said his fish (either cod or sole) was so full of bones it was hard to eat. In fairness they did not charge us for the steak.

Then, at 9:15, no more than 15 minutes after we had ordered an extra bottle of wine, and after having ignored us for several minutes when we were trying to order coffees, they came up to our table and announced we needed to leave straight away because a large party was arriving (despite the fact that the restaurant was still only half full). I understand that restaurants in London need to turn their tables, and had they given us a head's up 15 minutes earlier, it would have been no problem. Instead, after knowing we had not been happy with three of our main courses, they pulled out the classic, too -cool-for-school, we have a big party and current customers be damned, attitude.

How much for this dining delight? - £65 a head. Never, ever again.
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Walking Paul
1 Overall rating
Food 1 | Service 1 | Atmosphere 1 | Value for money 0
Monday, May 16, 2011

Something needs to be done about the awful service in this place. I've been here 3 times and doubt if I'll go back. I think because they charge a flat 12.5% for "service", they don't see the need to provide any service. It's really terrible... such a shame because a really nice place.
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Helen
4 Overall rating
Food 5 | Service 0 | Atmosphere 7 | Value for money 4
Wednesday, April 20, 2011

I'm an American who has lived in London for 12 years so I'm always excited to try new "authentic American" places. I went with 5 friends, and the hostess called us to make sure we were coming because we were less than 5 min late and then when we walked in the door 30 sec later they made us wait for for 15 minutes. They tried to put us at table in the back even though plenty of nice big booths were available and when we asked to be seated somewhere else I have never received such a dirty look from a hostess in my life. SO RUDE. The food was good, great even - only just made up for the terrible service. I was excited to at last have real Mississippi Mud Pie and was dissapointed when nothing but plain chocolate cake arrived. (FYI: It's supposed be a creamy, silk pie with a hint of coffee flavour and cookie crust!) In any case, glad to see we weren't the only ones who thought the staff hated us. Almost all reviews here clearly felt the same.
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6 Overall rating
Food 8 | Service 2 | Atmosphere 7 | Value for money 6
Sunday, March 27, 2011

Utterly Rude Manager - DO NOT GO!!! RUDE RUDE RUDE RUDE RUDE

I wished I had read these reviews before going. I went for a 7.30 reservation, found the food to be ok, nothing special, the service was a bit annoying, as they were rushing us a tiny bit, giving 2 minutes between asking for our order on two occasions.. but nothing to come home and write a scathing review about..

So the meal comes to an end and I pay.. We were lingering for a few minutes and about to leave when the manager came by our table to ask if she needed to attend to the bill, upon which I respond, "oh no, we have just paid".. She instantaneously said "then I have to ask you to leave as we have another group" in a dismissive tone. This somewhat irked me, if I said "no", she would have had to get our payment, however the moment she knew we had paid, she jumped to kick us off the table. Giving her the benefit of the doubt I mentioned two her two things, I wasn't informed or reminded (which is normally the case on entry to restaurants who give time slots) of the 2 hour slot (I didn't even realize it was 930), and that she came across as rudely kicking us off the table immediately.. Her chance to explain he rude comment, now you would think that she would apologies or something along those lines, however she started an argument with me, insisting she wasn't rude and started to say that I was wrong! She continued to talk over me and insist I was wrong and knew I had to leave at 930.. I have eaten at many good restaurants and have never been treated in such an utterly distasteful manner, it was unprofessional and just all out rude... I actually tried again in a very calm fashion to point out why she came across as being rude, mentioning that if she had gently and respectfully reminded us we would have kindly left as we were almost ready to leave anyway... She instead talked over me and raised her voice at me and continued an utterly ridiculous and rude argument, mentioning "its your word against mine".. OMG what a rude and clueless person..

SPEND YOUR MONEY ELSEWHERE!! Half the reason why you go to a restaurant and spend significant amounts of money you expect good service... well not from this manager.. RUDE RUDE RUDE
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Simon
1 Overall rating
Food 1 | Service 0 | Atmosphere 4 | Value for money 0
Saturday, March 19, 2011

I have never left a restaurant so angry. My husband and I took our 15 month old daughter for brunch here last weekend. On arrival we were told there 'might' be a highchair for her. They then provided us with one that was broken and warned us to make sure she didn't fall out. The waitress was fairly polite in taking our order, but when it came to serving the food she was terrible. First she dropped half of my toast order on my coat (it was not replaced but charged for) then she lent across us and told us to pass her our plates. Finally when we were trying to leave and put our daughter into her pram we were pushed and shoved from every direction by the waiting staff. One waiter actually hit my daughter with a chair he was trying to lift over our heads. I actually had to ask the manager to stop pushing me, he replied 'we are busy and I need to get by'. Totally disgraceful.
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Kam
3 Overall rating
Food 5 | Service 0 | Atmosphere 1 | Value for money 4
Sunday, January 30, 2011

I wish I had read these dire reviews before I decided to take clients to Automat for dinner last night. Truly hideous. When we arrived we were shown to a big table in the middle of the restaurant (there were 9 of us). The problem was that it was right next to the kitchen and the stench of chip fat and frying onions was not pleasant. Also the noise from crashing plates and watching staff fill ketchup bottles did not conduce a pleasant atmosphere. We asked to be moved as we were there early and there was lots of bigger tables in the back part. We were told they were booked out and would need the table back by 8:15! When i said the smell was a problem the waiter was very dismissive and said it would be the same wherever we sat and that is what happens with an open kitchen (it wasnt the case at all).

Service was terrible throughout the meal. We werent given a drinks menu for at least half an hour and then we werent given the drinks specials. Cocktails were nice but very expensive! We had to have a set menu due to the size of our group (I never understand this as what difference does it make in a busy restaurant) and so I went for the baked cod with shrimp hash. When the food arrived there was no shrimp hash and I asked a waiter to find out what was going on. No one had a clue and then we were told the menu had been changed but no one had informed us and we should be grateful because what we had was more expensive. No apology was made, we were just offered sides. The fish was poorly cooked and tasteless. When being served dessert a bunch of spoons was just thrown in the middle of the table. The desserts were ok but my pecan pie was dry.

They offered to take the service charge off once we had complained but that is discretionary anyway and we wouldnt have paid it regardless! They refunded us some of the meals once they realised that most of us had left the fish.

Once the bill came we nearly choked ts the price did not match the quality of food or service in the slightest. We left feeling deflated and stinking of chip fat and we will never return again!
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Lauren Mole
3 Overall rating
Food 4 | Service 2 | Atmosphere 3 | Value for money 1
Friday, January 14, 2011

I walked into a very pleasant and warm environment for a special occassion with my fiance and her parents and was let down imediately by the appalling service. There was no smile, and no conversation when shown to our table.

Once seated at our table- we had no option to sit anywhere else in what was an empty restaurtant- "all the tables are booked out tonight" said an arrogant waiter who placed a bottle of water spilling out across on the table with little care or attention to detail.

Surprise, surprise then that the empty tables remained empty for the entire duration that we were there- not that we stayed all night. We took the opportunity after our mains to find somewhere else for desert.

Dishes were served again without smiles or any enthusiasm making a visit to Nandos a far more enjoyable and hospitable one.

It was rather embarrassing to have experienced this service faux pas in a restaurant so well known- that I will honestly make no attempt of going here ever again.

Be warned.
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AK
2 Overall rating
Food 2 | Service 0 | Atmosphere 4 | Value for money 1
Monday, November 22, 2010

WORST PLACE IN LONDON. The service is a big let down to what could potentially be a great place to eat. Go anywhere else and you will receive better value, choice, flavour and service.
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Paul Kenwick
0 Overall rating
Food 0 | Service 0 | Atmosphere 0 | Value for money 0
Wednesday, November 17, 2010

Went here yesterday. The waiters were incredibly rude, when I walked in and also when I wanted to change the order only about a minute after making it. And on top of that, had to wait for ages to get the check. Atmosphere was good, but very noisy during lunch time. The macaroni and cheese was delicious although my partners chicken burger was substandard. Agree with the previous review, that you can get cheaper, better tasting burgers at GBK!
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Megan
4 Overall rating
Food 5 | Service 0 | Atmosphere 7 | Value for money 5
Tuesday, October 19, 2010