Replying to reviews about service charge and payment

Not too pleased with my experience here, they gave me a tiny amount of syrup (which you can see in the attached photo) with 3 huge pancakes and when I later asked for more syrup the waiter failed to tell me that they’d be adding £3 for it onto the bill. We also asked for water for the table which was never provided, yet despite these issues they still added a 10% service charge. So to my unpleasant surprise I ended up paying £22.85 for pancakes and a small glass of pineapple juice, which is just ridiculous. The food was nice but I won’t be coming back here due to this poor service.

——— ———, thank you for your review! I'm sorry to hear that service wasn't up to scratch, and apologies on the amount of syrup you initially received. Hopefully you could try us out again to receive a better service. Also, feel free to contact us at: ———

Really disappointing experience. I ordered several items from the menu, but the restaurant knew one of them was out of stock. ——— of contacting me to offer an alternative or a refund, they left me waiting. After 90 minutes, I had to contact them myself, only to be told there had been "an issue with the app." That explanation doesn't justify taking payment without delivering the order or proactively informing the customer. ——— communication and customer service. ——— on this experience, I wouldn't trust this business again.

Thank you for the feedback and I am sorry for the wait you experienced. The pulled pork sandwich you ordered had sold out, and a fault with the Uber Eats app meant we were unable to update the menu and mark as unavailable. Please get in touch with us at ——— so we can look into this properly.