Appalling customer service - Alto by San Carlo London - Buy Reservations
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London's Best Restaurants that are most frequently booked by customers of Alto by San Carlo London
🤮 1/5 - Appalling customer service
By 👻 @SaraH, 08/11/2022 3:00 am
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My daughter and I came here for lunch for her birthday. It was a baking hot day and all the tables for 2 people were in the direct sunlight. I asked if we could be moved to a different table but were told no you can’t as those tables are for 3 or more people! This was despite there being lots of empty tables! I therefore moved my chair round the table so I was out of the sun but a female waitress dressed in black said “well you can’t sit there” and made me move back into the sun. I explained why I had moved but she was not remotely interested. We then saw her talking to her colleague in black whilst looking at us obviously talking about us! So rude. Two ladies on the table next to us were complaining about the same thing. There were plenty of tables pushed together to make a table of 4 so why couldn’t the 4 of us be moved there! Another gentleman on arrival said could they move but were told no so they in fact left the restaurant. The food all came out at different times and the pot of chips appeared when we had already eaten the rest of our food! There is a “discretionary” 12.5% service charge added to the bill. In my opinion you only leave a tip if you are pleased with the service which we were not. I therefore asked our waiter to remove the service charge. He said “I totally understand, you are the 7th person today to complain about the heat”. They also added drinks onto our bill which we hadn’t even had! When we booked the table we said it was for a birthday and they had “birthday” written next to our name on the list when we arrived. We weren’t expecting the meal to be paid for but a little cake or a free complimentary drink would have been a nice touch but nothing. When we have been to The Ivy previously for a birthday the staff there are wonderful and bend over backwards to help the customers and bring out a complimentary cake with a candle. Our waiter was lovely . He was dressed in blue so I imagine didn’t have as much authority as those dressed in black who are basically plain rude and not accommodating. The scenery is beautiful but that is all. We will not be returning and have told all our friends and family about the shoddy experience which you don’t expect from a high end restaurant in Selfridges!
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