Avoid if you are a vegetarian - The Ivy Kensington Brasserie London - Buy Reservations
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🤮 1/5 - Avoid if you are a vegetarian
By 👻 @Jon S, 06/26/2022 3:00 am
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I visited the Kensington branch with my family for an early dinner and ordered the Keralan Sweet Potato Curry. The service was slow, and when our meals eventually arrived a plate was put in front of me that was clearly not sweet potato curry. It appeared to be a curry containing fillets of grey meat. I immediately told the waiter that there had been a mistake and this was not what I ordered, emphasising that I am vegetarian. His reaction was quite bizarre. Rather than taking the plate away immediately and apologising as I would expect, he said "it is the right meal". I then said, okay, please explain where in the description of this curry on your menu which includes sweet potato, choy sum, broccoli and coriander is this substance, he shrugged and said he didn't know, but it definitely wasn't meat. Again, we asked, if it's not meat, what is it? And he had no idea. Eventually after this exchange went on for much longer than it should have he went to find a colleague - and I stress this - leaving the plate of meat in front of me, despite me telling him I'm vegetarian. His colleague appeared, was equally vague but at least removed the dish and said he would re-order for me. The rest of my party ate their meals, I sat there waiting, then eventually the waiter appeared again and put a plate in front of me. I'm sure you can image my indignation when I looked down to see it was, once again, the fillets of grey meat. Once again, we had to ask for it to be removed, once again the waiting staff appeared totally baffled - as if it had not been them themselves who had taken the order, entered it into the till, and carried it from the kitchen to our table - twice. I did not expect to have to have a long conversation with the waiting staff explaining the difference between a sweet potato and a fillet of meat (which eventually transpired to be duck) and I certainly didn't expect to have to wait over an hour to eventually be served the meal I ordered. The unapologetic nature of the waiting staff really was something to behold. As our original waiter finally took away the second plate of meat he said "What are the chances?" From the look of things, fairly high, if you work in a restaurant and don't know what a sweet potato is. It's one thing to be served a plate of meat when you've ordered a vegetarian meal. It's another to then be accused by the staff of not knowing what meat is with a suggestion I should be quiet and eat what I'm given. It is quite another for this to happen twice. Having been a vegetarian for 30 years I appreciate that mistakes happen. In all my years of eating out, I have never witnessed such an appalling display of customer service - and this includes at institutions who are not charging £16 for a curry. I would have thought that The Ivy would provide its staff with some basic training, say, the content of the menus, or for example, what meat is. Clearly not. I contacted the restaurant to complain about my experience and they ignored my email. I then chased this and they again ignored my email. Terrible experience and customer service all around - avoid!
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