Lupo Heusch
Google
DECENT FOOD, DISTRACTED SERVICE 👎
After reading all the positive reviews, I expected the highlight of this place to be its service. I came here with my wife, hoping for a neighborhood pub with a welcoming vibe, but instead, we experienced the opposite.
The staff wasn’t exactly rude, but they weren’t friendly either. We were treated with the same indifference you might expect at a fast-food restaurant.
Two points that show the lack of attention to customers:
First, they mistakenly brought us sparkling water, and when they finally gave us the still water we’d ordered, they left the other bottle on the table. Calling them over to ask if they could take it away to free up some space was pointless—they’d already turned their backs and walked off. We couldn’t even ask for an extra glass.
Second, the only time the waitstaff came over to us was to place a “Reserved at 9:15 PM” sign on our table without saying a word.
They clearly lacked attention to customer service. We often saw them on their phones or joking around. I understand this is a pub, not a fine-dining restaurant, but like all neighborhood places, especially here in Primrose, I expected a more welcoming atmosphere.
To further confirm the lack of attention to service: you don’t order by speaking to the staff; you have to download an app. I find this very convenient for them, as it allows the waitstaff to keep chatting among themselves at the bar, but inconvenient for us. After a whole day working on the computer, I come to a pub to relax and have a good time, not to stay glued to another screen.
At least the food was good, and the atmosphere was nice as well. All it would take is a reminder for the staff to smile a little more.