Marco Pierre White Restaurants
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Poor Dining Experience
Dear Marco Pierre White’s New York Italian Team, I am writing to formally express my disappointment with a recent dining experience at your restaurant in London Bridge on Friday 7 February. I received a voucher for a three-course meal with bubbles as a gift for my 40th birthday and was looking forward to a special evening. Unfortunately, the experience fell far below expectations due to poor service and a lack of communication. We arrived a few minutes late due to train issues and were shown to the bar, where we were told we would be called when a table became available. While waiting, we were expected to purchase our own drinks and were not offered the complimentary glass of bubbles included with our voucher. After a 20 minute wait, we were finally seated - despite having a reservation for 7:30pm and a time limit requiring us to vacate the table by 9:10pm. Once seated, we ordered our three courses and, after enjoying our glass of bubbles, decided to order a bottle of wine while awaiting our starters. However, nearly an hour passed with no sign of our food. When we enquired with the waiter, we were not given any explanation for the delay. Another 15-20 minutes later, we were served our main courses - without ever having received our starters. The staff appeared confused when we pointed this out, and at no point did we receive an apology. To make matters worse, when we requested to speak to a manager about the situation, we were informed that they had already left for the evening. By this point, it was after 9:30pm, and we were left feeling frustrated, hungry, and deeply disappointed by the lack of service and professionalism. While this meal was purchased as a gift, it was still a paid experience, and the standard of service we received was unacceptable. Given the circumstances, we informed the waiter that we would not be paying for our bottle of wine and expected our voucher to be extended. However, after further consideration, we have decided that we do not wish to use this voucher at your restaurant. We will be contacting Buyagift to request an alternative experience, as this visit has completely tainted our expectations of your establishment.