I thought I would email as I was very disappointed with our trip to The Grill Room on Saturday (7/5). We had table booked for 7pm through 5pm and had the 2 for £39 deal. 2 courses, bread and wine.
Whilst I accept there is a set menu, I was a little surprised that in a grill room full of pictures of cows, there was no beef on the set menu at all. There were steaks at a supplement (which in principal I don’t mind paying a little more for), but the supplements were very high. £17.95 for a rib-eye per person on top of the £39 we had paid? Then after the huge supplement, it didn’t come with anything? No veg or potatoes so you had to pay for them as well?! That is hardly a deal is it?
My problem with that isn’t the total cost, it is the fact I felt a little swindled as this is basically the price in the a la carte menu, and you were trying to pass it off as a deal. I had sirloin, which was very fatty and grisly and I had to cut lots off, I asked for medium but it wasn’t pink in the middle. My husband had rib-eye and liked it very much. The vegetables were very very overcooked and tasked like mush, I hardly ate them (disappointing as I had to pay extra for them). We also did not get any of the bread which was part of the £39 cost.
Whilst the service was ok, when the bill came, my husband just paid it without going over it in detail. Once we left the restaurant as we had a film to catch, he told me the bill was £125? What? When we originally booked for £39? I thought this was very high (even with the exorbitant surcharges) and felt it had to be wrong. We then had to phone back up to query it. Erin confirmed our bill had been merged with another table and we were overcharged by £30.25. This just topped off an awful time. I already felt robbed with the huge surcharges, and then I was overcharged as well! The £30.25 has been refunded (the exact amount I was overcharged and not a penny more), but if I hadn’t phoned up, I wouldn’t have got a refund as it wasn’t your staff that noticed the error but me. Overall a very poor experience.
It is a real shame as I have been to your restaurant many time and never had a bad steak or so many errors.
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Karleigh Keenan - 09/05/2016