JL S
Google
Worst customer experience I have ever had, do not go here. If I could rate this a 0/5 I would. I thought Ant & Dec were about to jump out as this was the most comical and awful dining experience I have ever had. I turned up on a Friday night at 7:30pm. My cousin had made the reservation for 3 x people, requesting inside seating, but when I turned up, we were seated in an outdoor space covered in tarpaulin with hardly anyone else there, so I wasn’t overly impressed to start with. The menu was very misleading on a couple of occasions. One being that my cousin had ordered Jukes No 8 ‘the Rose’ which was described as crisp, rhubarb & raspberries but it was foul and tasted and smelt of vinegar which was not mentioned on the menu. But the worst part of the evening, happened to be the disaster we had with the food. Firstly, there was a ‘misunderstanding’ with the butter and we were only brought out normal butter instead of the Stilton & black pepper butter we ordered. I know this sounds measly but it all goes downhill from this point. Secondly, we went to order, and the waitress informed us that all of the small dishes (4/9 total menu) had run out. Bearing in mind that it wasn’t even 8pm on a Friday night, and that the restaurant wasn’t busy, I think that is pretty terrible to start with. We proceeded to order a charcuterie board to share, and the vegan smoked aubergine ragu for my vegan cousin. I had asked whether we could swap the crackers on the board to bread, to be told no by the waitress, without checking with the manager or kitchen, which felt like very poor customer service. The waitress came back a few moments later to ask if we could have cheese on our charcuterie board instead of some of the meat as they didn’t have enough, which I thought was pretty rich seeing as they wouldn’t swap out the crackers, but we agreed. However, the worst bit of the evening was the waitress then said that they couldn’t make the tagliatelle vegan as they used egg pasta, and that it was and had always been a vegetarian dish. My cousin has been to this restaurant multiple times before and had this as an option, has she eaten egg this whole time?! This for me was the final straw. This tagliatelle is stated on the menu (at the restaurant and online, both attached) as a vegan option and the other 2 x vegan options were out of stock. This is completely misleading and mis-selling. I asked if the waitress could ask what the kitchen could make that was vegan but this request was batted away. Therefore, I asked for our orders to be cancelled as there was nothing my cousin could eat. Typically, when we received the bill it still had all the food we couldn’t order and service charge, I had to ask for this to be changed to just our drinks (including the disgusting vinegar one which wasn’t consumed), which we wouldn’t have even ordered if we knew we couldn’t have food. Overall, throughout our time at Unwined Waterloo, the service was more than lacklustre and given all the issues we experienced, there were no apologies, manager intervention or any accommodations. Now in hindsight, we do have to laugh about how horrendous our experience was and my recommendation to all those who have made it this far, is that there are many other places to eat and drink in Waterloo which are more accommodating, affordable and friendly (I would’ve rather had a Greggs at this point). Particular shout out to Pizza Pilgrims who saved our evening and filled our hungry belly’s! Shame on you Unwined. Please update your menu with the correct dietary requirement labels. For reference, I have highlighted in red what was unavailable to order and purple the mis-labelled vegan option.