My complaint:
I understand the branch just opened back after the pandemic, and things will take a while to get back to normal. That does not excuse the experience i received on my first visit to the Big easy restaurant in canary wharf. Due to the busy booking period you have a two maximum in the restaurant. On the day i arrived my booking was booked for 19.30 and it took almost 35 mins until the waiter took our drink orders. As it took so long i ended up ordering the starters and mains at the same time. We were seated outside as expected, but it was getting dark and the light above the umbrella did not work, so it was very difficult to see as well as it was cold and windy, as there was no heating facilities in place. When my food arrived ma and my guest food was served on a hot skillet plate, but the skillet plate was cold which then made our food cold within seconds. My partner food order was wrong as we asked for the BBQ prawns and Ribs with no beans as my partner is allergic to beans. The order came with BBQ prawns and Chicken and a side order of beans. After speaking to the waiter the beans were taken away, but he refused to change the chicken as he said he ed twice that it was chicken we ordered, which we didn’t as my partner does not eat chicken. My complaint is about the full experience and if someone can answer this question:
if you know customer are going to be outside why is there no lighting or heating system
If you have a maximum of 2 hours dining then why is it taking 45 mins to receive a drink order
you know its cold outside but you service the food on cold skillet plates so the food is cold straight away(surely the skillet plates should be hot)
a customer said they are allergic to something and you service it on the side and then the same customer order is wrong, but you wont change it. Instead you say you ed it twice.
Suggested solution:
I will like you to look into all i mentioned above and come up with a solution or a good will gesture as i was not happy with the service and i expect the least you can do is apologise rectify this problem and offer a full refund.
