(SEE UPDATE FROM 28 DECEMBER BELOW) On Sunday night we meet up with friends on Upper Street in Islington.  We hadn’t booked a restaurant and as we drove across town (running half an hour late) we decided to go to Browns Restaurant (everyone knew where it was).

Had a fun time catching up in the pleasant surroundings that is a Browns restaurant (dark wood, cream walls, potted palms, waiting staff in crisp white shirts and ties, decent food and wine – the standard Browns experience). There was however a problem.  Here is the email that I sent yesterday morning to Browns Restaurant via there customer feedback form on their website…

Last night I went for a meal with friends in your Islington restaurant. The food and service was great but there is a massive problem. The toilets are disgusting. They were filthy dirty – urine all over the floor and I have NEVER been in a loo that smelt so bad. I had a headache from the smell. This is the worst toilet that I have ever been in. Unbelievable even for a public loo or a grungy pub but this is meant to be part of a restaurant (and from a brand that I really like). What is going on?  Apparently the ladies loos were nearly as bad. This has really put me off your brand. It you will let that pass then I have dire concerns about what is going on back stage [in the kitchen]. Please let me know your thoughts on this. I will be writing about this on my blog and would be interested to include your response.”

I got a auto response email that said that I would get a response in a maximum of seven days.  Not good enough for me so I called their head office (they are part of a bigger group).  I spoke to a nice lady on the switchboard who passed on my message to the right department.  I then spoke to and got an email from Margaret…

Dear Mr Crump Thank you for taking the time to write. Please accept my sincere apologies for the disappointing visit you had at our Browns in Islington. I have forwarded your complaint on to the General Manager who will investigate your complaint and contact you direct.   Kind regards.
UPDATE / 28 DECEMBER:  The General Manager sent me an email saying the situation is rectified and thanking me for pointing out the problem (which he agreed shouldn’t have been prompted by a customer).  He has also tried on numerous occasions to get hold of me on my mobile and I keep on missing the call.
However in the meantime my thoughts on this are:
  • Filthy toilets in a restaurant are totally unacceptable
  • The loo in Browns Restaurant in Islington wasn’t simply a case of it wasn’t cleaned or checked on that day – the loo was so stinky that this wasn’t a “the cleaner was off today” situation this was total neglect and in my view shows that they don’t care about their customers
  • When I mentioned the state of the loos to the waitress you could tell by the look in her eye that I wasn’t the first person to complain (plus the poor staff probably had to use them as well so they know how bad they are)

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