Firstly I will mention that I have been numerous times at 29 grill at the square and enjoyed it immensely.
However this time I was very disappointed with the service!
This booking was for a 40th birthday for a friend. I received a phone call to confirm our friend can only eat gluten free. We were told she would have her own menu and that our menus could be tailored as it was our friends birthday, so choose for it to say happy birthday at the top as a nice touch :-)
When we arrived at our coats were not taken by the front door staff. I handed in the birthday cake and explained again like I said in my original booking and on the phone that I would give the cake to staff at the front door and it would be brought out after our main course so it could be had with tea and coffee. We got a nice booth and were very happy with that.
I can not fault the food it was great as always :-)
Our menus were not tailored as original discussed and I didn't want to cause a scene as it was a 40th. The original waitress we had was great she explained each course in detail to see what our friend could eat.
I ordered a dish and asked for it not to have melted cheese, when it arrived I asked the waiter (a different person) to confirm what it was, he said melted cheese. I said that I asked for this dish with out he apologised and took it away, then he came back and asked did you ask for this without melted cheese! I found this very cheeky as I mentioned this on my original booking and on the phone and I did, like always make sure I am not eating melted cheese. After our main courses a dessert menu was brought out? I made it very clear that I wanted the cake brought out after the main course. I went to speak to the waiter about this he mumbled something about a free dessert, of which I think is disgusting in a nice establishment like this. Then the cake was brought out.
I think that there has been some confusion and communication breakdown between different departments hence no detailed menu or tailored as promised. As for the cheeky staff saying did I ask for no melted cheese when I made it very clear and his comment about a free dessert. I find it disgusting to be treated this way and I am not very happy!
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keith jones - 05/09/2012