"It started with us witnessing a waitress providing the worst customer service ever to other customers who were explaining they had been undercharged and wanted to top up the bill(believed it or not !!! She provided no eye contact and was huffing and puffing at them to their faces! Then we move onto our experience. Just to give a bit of a lowdown, me and my husband eat out A LOT, up and down the country due to work, family and friend commitments. We hear good things about somewhere and before you know it there’ll be an excuse to go and try it : We were working close to Southall so thought we’d pop into Steakout Southall. We’ve been to other branches before and not had a problem. Long story short we ordered a mixed grill starter and 2 mains. We asked for the starter to be served first and then our mains I mean come on, how are 2 people going to eat a mixed grill and a large sharing main at the same time without the main getting cold. We end up being served JUST MAINS. A bit confused we asked where the mixed starter was, and that we asked for the starter first then the mains. The waitress holding our mains said she’s have to ask the manger if she can take our mains back and us get our starter first ?! Eventually a manager came to us and tried to say the waitress who took our order was new etc etc (from reading other reviews I think this is a generic line they use! . That was fair enough, so we were waiting on our mixed grill starter, then our Mains after ..... ROUND 2: This time they remember the mixed grill starter but have the old mains in their hands again and try to place these down with the starter. I explained that WE WANTED TO EAT OUR STARTER FIRST, THEN OUR MAINS! I also touched the mains because you could tell they were stone cold and identical to the ones they’d previously bought over. I also informed them of this and got a nervous laugh in response. They finally took the mains away and we made a start in our starters. We just started eating the starter and literally not even a few minutes later the mains came out again ! ROUND 3: The mains come out whilst we’re just making a start on the starter, so neither the main could be enjoyed not the starter because you had to pick from both to avoid the food from getting stone cold! We finally went to the till and the same ‘manager looking man’ asked how our meal was. We once again informed him of the horrendous experience, not that we needed to repeat it because we called/involved him every step of the way! He just laughed in our faces and didn’t offer anything at all in terms of an apology or anything off the bill etc. I have never ever left a bad review at any restaurant before nor asked for a discount or anything like that, but him laughing at our horrendous experience in that restaurant really peed me off, so I kindly asked if he was going to do anything about the bad experience, he once again laughed and said THERE’S NOTHING HE CAN DO. Bearing in mind it’s not about the money but the principle, even an apology would have been enough, or recognition/more interest in the whole experience BUT NO, NOTHING AT ALL, HE JUST FOUND IT FUNNY. IT’S NO WONDER THE OTHER CUSTOMERS WERE EXPERIENCING SUCH BAD CUSTOMER SERVICE, WITH A MANAGER LIKE THAT YOU CAN’T EXPECT ANYTHING BETTER OF THE STAFF HE IS IN CHARGE OF TRAINING AND BEING A ROLE MODEL FOR. OVERALL A HORRENDOUS EXPERIENCE, BY FAR THE WORST EXPERIENCE WE HAVE EVER HAD IN ANY RESTAURANT, FROMHORRENDOUS CUSTOMER SERVICE, TO THEM TRYING TO PALM OFF COLD FOOD TO US. NO EMPATHY AT ALL FOR THEIR CUSTOMERS WHO JUST WANT A HOT MEAL TO EAT NOT ASKING FOR MUCH. I am very much annoyed as I’m writing this review,but want to assure everyone that whilst at the restaurant we were polite every step of the way because everyone has bad days. However when you’re laughed at out of the door because of your horrendous experience that’s just unacceptable, and I’m in shock really, I have never ever experienced this anywhere else and like I’ve previously mentioned, we eat out A LOT. This is the first review I’m ever writing, because I was taught: if you have nothing good to say, don’t say anything at all. But the experience here was the worst I’ve ever had so I was left with no choice."
