DREAMZ
2026-08-11T20:31:53.083Z
Avoid at all costs — especially if you have a food allergy!I visited this restaurant with my family and, before ordering anything, I clearly declared my allergy to the staff. This was not mentioned just once — I made it clear several times because of the seriousness of having an allergic reaction.When the food arrived, I was then informed that one of the items contained the very ingredient I had specifically declared as an allergy. Naturally, I was extremely concerned and questioned this immediately.To make matters worse, a different waitress subsequently came over and asked whether I wanted tomato ketchup. When I reminded her that I had already clearly declared this as an allergy, she appeared to find the situation amusing. I found this completely inappropriate and unacceptable.I then spoke to the manager, who checked with the kitchen and confirmed that the item did contain the ingredient I had declared as an allergy.The owner then approached with a very defensive attitude and told me that I had been advised incorrectly. I explained that I can only rely on the information provided to me by his own staff and highlighted how serious food allergies are and how important it is that staff communicate accurately.He became argumentative and repeatedly said, “I can prove it, I can go get the tin.” I told him that this was exactly the problem — I should not have to debate whether something contains an allergen after I have already clearly declared my allergy. He then went into the back and disappeared.A few minutes later, another manager approached and began giving further explanations and excuses. By this point, my meal had effectively been discussed and redistributed four times, and I was still receiving conflicting information from different members of staff.What made the situation even more inappropriate was that this manager, who is also involved with another establishment, brought up a previous incident involving me at that establishment where I had suffered a severe allergic reaction. I could not understand why a previous medical incident was being brought into the conversation rather than the focus being on what had happened that evening.I explained my concerns, including the inappropriate comments from the waitress, but again I was met with excuses rather than anyone taking responsibility.At this point, I decided to pay the bill and leave. I explained that I was extremely disappointed that I had been given conflicting information about something as serious as an allergen, that I had been interrupted repeatedly throughout my meal, and that nobody appeared willing to take ownership of what had happened.I was then told that the matter had supposedly been passed to the manager because I was shouting. Interestingly, her own staff had confirmed that I wasn’t shouting.I also have concerns about the hygiene standards. During the meal, I had to have my plates changed twice, and the water jug still had a sticker attached to the outside. If it had genuinely been washed properly, I would question why the sticker was still attached.Overall, this was an extremely disappointing experience. The biggest concern is not simply poor customer service — it is the lack of confidence, communication and accountability when dealing with a declared food allergy.If you have a serious food allergy, I would personally avoid this establishment. I certainly won’t be returning, and based on this experience, I would not feel comfortable recommending it to anyone with allergies.Food allergies are serious. This should never be treated as a joke or an inconvenience.