“The Worst and most unforgettle Horrific Birthday Dinner”
On Tuesday 2nd February I made a reservation at the Hussar Grill Grandwest Casino for 6:30pm for a party of 4 for a birthday dinner. The manager of Bukhara recommended that we try the hussar grill as they had a 3 course and 2 course special running. We requested to be seated inside in one of the booths and inquired about the set menu specials and reservation was confirmed.We arrived on Thursday 4 February at 6:30pm for our reservation and staff was not aware of reservation and did not know where to seat us. We eventually chose our own table. Once we sat down a waiter came and said this is not our table and said we needed to move to the outside where we specifically asked not to be seated. We stayed were we seated and the waiter only dressed the table whilst we were seated. We were given menus and then the lady manager came and said yes she took our reservation and that the special courses we requested upon making reservation was canceled the day before by head office. I said that she should've called us to inform us and we would have make alternative arrangements.She went away and came back and said we could do the courses as we reserved for.We were given crisps and olives before ordering our drinks and food.The crisps were terrible, burnt oily and soft,they were not crisps.We then started off with a calamari tomato soup and liver starter as we ended up only being a party of 3,myself my husband (birthday boy)and our sonWhat a horrible decision we had made in ordering those starters,the Tomato soup was awful and completely burnt,the livers were as tough as rubber and the bread served with starters were extremely soft and oily.My son ate his calamari as by the point he was hungry and it was after 7pm.We returned livers, tomato soup and crisps and olives as it was all inedible. As we returned it the manager apologized and we said it's okay can we pay for what we ordered as we did not want to take a chance with mains if this is how our evening started.We were then graced with the general manager who practically told us we cannot leave as he will make it up to us with our mains and desserts.He assured us of the quality of their food and said he owned 10% in hussar grill and bad mouthed all the other restaurants in grandwest saying how filthy it is and unhigenic and tasteless etc. We decided to stay and went with his recommendations of rump steak, gnocchi and pork belly. WOW! What a complete and utter disappointment. The pork belly was extremely dry and you had to have water to swallow it, the gnocchi had Sauce on the one side of the bowl and none on the other and because the gnocchi was stoggy the sauce dried up after the first taste I had. The steak was extremely tough and we couldn't even cut through it with our stake knife not to mention the chips on the side was undercooked and oily, and a tasted like Boiled chips instead of fried. Both managers came to table and waiter and we asked them to try the food that we have been served and then they could see and taste what kind of experience we were having. The general manager went into kitchen and started screaming at kitchen staff and we heard it all as we were seated right in front of kitchen in the booth. He came back with a sauce for the pork and said if it's dry dip it in sauce. What a slap in our face and a complete disaster of food we were served at this point. The general manager said he does not know what to do at this point because if he is to fire his incompetent staff then they will have the unions on him.he took his jacket and his back and leave and said he is done. Were we so upset at this point with hungry bellies and decided that it's best if we stopped and just left as dessert could not make up for what we had experienced. Before leaving we were presented with the bill, for our drinks, and for every single meal that we were given, and we were charged for the deserts that we did not have. To me that was the last straw to pay for food we never ate and never received. We left upset, went to bukhara and got take aways and as we reached the car to leave grandwest I immediately called the operations manager of the casino and informed him of our distasteful and horrifically dissatisfied evening. We had paid the bill with my points from my gold card which I had mentioned to the Ops manager and he took down my details and recommended that I do the survey online to inform of my experience and that wr had to pay for a meal that we basically never had! I'd like to also mention that 2weeks prior to us dining (if you could call it that) at hussar grill, my mother and father in law that are mvg platinum card members had informed us of having 2 bad experiences at the hussar grill in grandwest but we gave them the benefit of the doubt as we always done at the hussar grill in Mouille Point and Camps bay and had never ever had these issues before. I hope that something will happen regarding this matter.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HussarGrill, Owner at The Hussar Grill GrandWest, responded to this review.
Dear Mikezj200,Thank you for bringing this to our attention. We are extremely disappointed to read about your experience at The Hussar Grill GrandWest. This certainly isn't the level of food or service that we pride ourselves on.We would greatly appreciate the opportunity to address the issues you experienced during your visit. Kindly provide us with this feedback, along with your contact details, by following this link https://hus10.goreview.co.za/goreview-crm?revid=ZZJKmy so that we can ensure that the necessary changes are made.We hope to hear from you, soon.Kind regards,The Hussar Grill
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
