The Oratory Restaurant- The Consumers Complaint List-In the Public Domain

LETTER SENT TO BRINKLEY'S RESTAURANTS ON 5th February 2002:

Sir
On Sunday evening four friends and I dined at your restaurant, The Oratory.

I have had occasion, as a resident of Knightsbridge, to eat in The Oratory numerous times and have previously been consistently impressed by the quality of the food, the friendly service and the reasonably priced wine list. On Sunday, I am afraid to say, we attempted and failed to eat what was probably the worst meal I have ever seen served in London.

Our order consisted of a steak sandwich, one portion of fishcakes and three portions of sausages and mash. Not one of the meals was satisfactory and worst and most worryingly of all was the speed of delivery. The food came so quickly that it simply must have been cooked earlier and reheated in a microwave oven.

The steak sandwich that I consumed contained a microscopic portion of steak. The meat was chewy and tasteless and the accompanying chips were verging on raw. There was only one piece of bread and this item was so dry that I could not eat it. All I could actually eat was a rocket salad!

The person who decided upon the fishcakes commented upon their tasteless nature - not at all like the ones I had tried on two recent previous visits - and those who did their best to consume the sausages complained that they were disgusting.

The whole episode was most embarrassing for me. Having suggested that we ate at your restaurant, your kitchen staff's pathetic performance made me look incredibly stupid. I was forced, as we could barely eat any of the "food" supplied, therefore, to purchase a meal for my friends later in the evening at Maroush in Beauchamp Place.

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Incidentally, I must also point out the appalling condition and ridiculous location of your lavatory facilities. That they are situated so far from the restaurant is bad enough, but the "Krypton Factor" or "Fort Boyard" style challenge that one has to endure to reach them is wholeheartedly absurd. The rain plagued walkway was extremely dangerously slippy and those who dared to venture across it to the toilets returned thoroughly soaked. Perhaps it might be wise to look into renovating or moving them.

Please find enclosed copies of the bill for the "food" that you supplied and for our meal at Maroush. I await your comments with interest and shall be interested to learn how and if you intend to restore my faith in the Brinkley's Restaurants group.

REPLY FROM BRINKLEY's:
Can copy out the full letter (if required) but basically Mr B sarcastically replied "it's a surprise we're still in business".

(click on link): REPLY TO Restaurant on 15th February 2002
no reply came to this letter, a copy of which was sent to the ZAGAT restaurant review additionally

(click on link): Further letters sent to the restaurant by other people who came with me.

Yours faithfully, M. J. Steeples

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Editorial Comments

A letter has been issued to Brinkley's Restaurant notifying of Mr Steeples' posting. We will publish any response here.

I need to submit a project regarding complaint and reply from customer. Would appreciate if you could send the reply letter to me. Thank you. Angie...7 May 2002

Editor's Note: Click on sample right of reply letter for a standard example of a Right of Reply letter.If and when Oratory gives a response, the details will be published here.
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Still no reply from Mr Brinkley. What a surprise! It's a wonder he's still in business with an attitude like this. M Steeples.... 4 June 2002
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It is really important to complain while you are there. How else can you prove what you are complaining about? Surely you could have gone away from the table and spoken to the manager, so not to look bad in front of your guests. But, to be honest, if you could ask them to write their own letters of complaint then you weren't afraid of them being involved.

As for the toilet situation, you said you'd been there before so presumably you would have seen the facilities before, and could have avoided going as a result. Stella... 12 June 2002
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I totally agree with Mr. Steeples comments on the downturn of this restaurant. My boyfriend and I have been regulars at The Oratory for many years. Earlier this year, we ate at the restaurant, and the food/service was questionable, but we just put it down to an 'off-day'.

However, on Saturday night, we ate there again, and have decided that we won't waste our money there in future.
Helen.. 24 June 2002