The Lost & Found Birmingham

First positive thing - if you’re a group, this place is good for satisfying people who are celiac, vegetarian or monitoring their daily calorie intake. However, there were some things that went wrong during our night when it comes to SERVICE - like: (a) drink order - we could think that the waitress was trying to trick us into buying the wine which is triple the price, (b) seating - the table next to us was still full with dirty dishes from the previous bigger group, (c) utensils - were delivered to our table only after the food and only after we pointed this out to the waiter), (d) glassware - just brought to our table in a bulk and staked in tower causing a beer garden experience. All these minor details we were ready to overlook and don’t bother, until - we were faced with the bigger issue which is - (!) Engagement with customers - once the food was delivered at our table - I think maybe only one out of 4-5 waiters checked on us. When we were obviously done with the food - no one approached us and asked if we would like to order drinks or something else from the menu. We learned way later that the kitchen is closed, but we were genuinely not informed. We did try to get their attention by waving at the staff, but they still did not approach our table. One of us took the initiative to approach the manager and tell that we would like to order - from there things went down the hill… One new waitress (which we did not see around for the full night) rushed to our table out of nowhere and called one of us “disgusting” and that our “behavior is disgusting”. Rest of us had to calm her down to understand where she was coming from, what happened, why… Once she calmed down - she flipped her notepad and asked what we would like to order. Originally we wanted to order more drinks and dessert (meaning, double the income from our table on that night), but genuinely changed our plan and asked for a bill and way out instantly. On our way out, assume, shift manager, was standing at the reception desk with our back (FYI - when customers are departing, it’s a common practice to turn around and wave them out) - we took the courage to approach him and give an instant feedback and maybe leave the night with “no hurt feelings”, but to my surprise - he was not even capable of solving the conflict, de-escalate the situation or even give a “fake apology on behalf of his staff” for calling us names. Recommendation to the restaurant staff - please please please do not offend your customers. We were of course slightly agitated by minor details in service level, but did not offend anyone intentionally individually. To this day I’m puzzled about what level of “disgusting” we are talking about? We were not drunk, we consumed our food with a knife and fork, did not puke on the table, we were decently dressed, did not damage any of your plates, glasses etc., we did not physically/inappropriately touch or harm any of your staff. Our group has travelled the world and collected the experience from low to high end restaurants, but this was the first time ever when we were called names and personally insulted. I do not believe the “customer is always right” approach, hence we will of course do our homework and reflect our behavior and expectations towards mid range restaurants. In the meantime, maybe the recommendation to the restaurant management - please invest in your people and train them on how to (1) work in customer facing industry, (2) how to deal with “difficult” customers who would like to order food and spend money, (3)resilience and response in difficult situations and (4)for senior members of the crew how to de-escalate conflicts caused the wider staff. When we booked the table - you were informed that it's for a birthday celebration and all we wanted was to have a nice/calm night out. Unfortunately this is one star review. I hope you do understand and can accept this. Thank you & wishing you all the best for the future!

Great atmosphere. Great service from Ethan P who was Very attentive. The food was good and they catered to gluten free needs well . Fab afternoon.