Hi,
I have felt compelled to write my first ever formal compaint following a terrible experience at the Soho branch of Inamo.
I had purchased 2 x vouchers to the 'Unlimited Fizz & Tapas' offer for myself and my boyfriend, as his birthday treat. Our table was reserved for 1.45pm on Sunday - upon arriving we were seated at one of the worst tables in the restaurant (in the thoroughfare next to the kitchen). I requested to move table, as there were plenty available, but was abruptly told by the host (who we will discover was one of the rudest imaginable) we could not, as 'the restaurant was fully booked'. Now, that may be the case, but I doubt that every single one of the tables had been specifically requested. The host did not offer to take our coats, I noticed, even though there was a coat stand in the corner of the room, and did not explain the concept of Inamo to us, or ask whether it was our first time there (it was, and we were unfamiliar with the interactive concept and how the restaurant worked).
We were sitting for about 15 minutes when I managed to flag down a waiter, and I asked him what we actually do to order, and let him know that we were going to be on the 'Unlimited Fizz and Tapas' offer. Since I am now in training for the marathon, I am only able to drink in moderation, so asked whether I would be able to order a juice (the non-alcoholic alternative specified on the voucher). He quite rudely asked which one I wanted, to which I replied, 'I don't know, what is the selection?'. He said 'Ooh everything' and offered to make a combination of different juices. I said that sounded great, and to go for it.
After I had finished this, and asked for another, another waiter (a quite smarmy, overweight Italian guy) flagged that this was not a juice, it was a non-alcoholic cocktail, and was chargeable. I said to him that this had not been made clear, that I had asked for a juice specifically because we were eating from the offer set menu. He did waive this charge, and I then opted for a lychee juice.
Upon attempting to order another, I could not find it on the drinks selection of the interactive menu, and so asked the host, who was seating a couple nearby, whether I could order another one. She very rudely told me to order it via the interactive system, to which I responded that I couldn't. My jaw was on the floor when she said quite abruptly 'Why?' I asked her to show us how to do it, knowing that it wasn't possible. She then failed to find it on the selection, and stalked off without an apology.
The food was OK. Nothing amazing. Took 30 mins to arrive.
The host, unprompted, placed the bill on our table at the end of our 2 hour table slot. Service charge was included by default. She then came up and waited by us with the card machine and asked us to pay the bill. I mean, this is seriously 'How Not to Wait on Tables 101'. Asking 'is there anything else I can get for you?' etc - there is a certain polite way of going about prompting guests to ask for the cheque. I told her that I was not going to pay the service charge. She did not question why, did not apologise for a sub-standard meal, and disappeared again.
I will be requesting a full refund for this atrocious experience. What was meant to be a fun meal out for my boyfriend's birthday and I was a truly uncomfortable experience that completely ruined our Sunday. read more