Review of Flat Iron Westfield London – by Veronia M.
Update: We came again today and had the worst experiences with the two managers on the shift and the two attending the bars. They are the most unprofessional and rudest people I have come across and they are not the same as those who served us the first time we went there. The food was okay this time and after finishing the food, I wanted to try one of the cocktails so I did not order the bill yet. My mom wanted to try the ice cream. They offer a complimentary ice cream. I went up to the counter and requested a portion of ice cream for my mom. The lady said that I have to pay the bill first but since it is no big deal she was willing to just give me the ice cream but needed to ask one of her colleagues for permission. She went to her colleagues at the bar who rudely refused and insisted on the bill paid first. It is not about the bill or about the ice cream. It is just that such insistence is actually quite rude and lacking in good customer service and manners. We ordered food that is around £60.00 and it is not like we will take the ice cream and run out of the restaurant or we will steal the ice cream and come ask for more later!! It is quite an insulting gesture and you are better off adding the ice cream to the bill instead of insulting your customers with a compliment. The ice cream is honestly mediocre at best and it is just one flavour. One would be better off going to the Waitrose next door and buying their own ice cream. You can get a similar ice cream to theirs for £1-£2.
The service is really slow and after waiting for so long at the terrace to get someone to help with the bill, I decided to go inside and look for someone as there was literally none of them outside in the terrace area. I went inside and I spoke to a lady who happened to be the manager and I told her my comment about this ice cream, to which she was acting childish and offended and actually quite passive aggressive. I explained to her that the earlier gesture about the ice cream is actually quite rude. I told her that they need to respect their customer better. I went to the counter to get that ice cream and I could see her and the other manager talking and laughing about it. When I looked at him, he turned his back on me. They are both unprofessional and act like a pact. I heard the lady manager called me names and ‘silly girl’ when I was going out and I turned to her and told her that I heard her and that she was the one who is SILLY and UNPROFESSiONAL. Her colleague the manager who was laughing about it is as silly and unprofessional as her. They are both condescending and need a course on respecting people. When I told her that I heard her name calling, she went outside like an angry teenager. She is not qualified to be a manager if she cannot take people’s feedback. Her behaviour and her colleague’s behaviour belong to the primary school at best!!!
After I told her that I heard her name calling, she stormed outside like an angry teenage girl. It is honestly appalling and ridiculous!!! Never seen a manager who behaves in this manner!!!! She has a very strong attitude and her customer facing skills are extremely poor and substandard. She just sat outside smoking and looking at her phone!
Forgot to mention that when I was talking to that lady, she kept making sarcastic comments about me and she was mumbling things under her breath as she was at the counter bringing the card machine.
I changed my 5 star review to 1 star, although they deserve 0 stars!!
Suggestion- please provide a compulsory course to the two managers who were on shift today on how to be courteous to customers and how to improve their customer facing manner. Very impolite!