Imperial Arms, Chelsea in Harrow

Disgusting service, roude behaviour and not friendly approach

I have now become a regular customer here at duck in the pond due to the absolute outstanding customer service I have receive from the team here. A massive thank you to Nikki, Mikayla, Katya and Maxwell you have always made me feel so welcomed at duck in the pond so thank you very much.

Came for lunch at 1pm on the Bank Holiday Monday, ordered drinks and got a high chair. Tried to order food a few minutes later for my toddler while we decided what we wanted; to be told A) they don’t do half the kids menu that I had looked up online and B) the kitchen was temporarily closed while she covered the bar. I asked how long food would be as my child needed to eat soon, and was told 20 minutes. My family then decided what we wanted and I tried to order about 10 minutes later to be then told the kitchen was still closed she couldn’t take our order. Clearly food would then be longer than 20 minutes. Would have been nice to have been told we couldn’t get food when I asked for the highchair as we wouldn’t have wasted our time or money on drinks and just gone somewhere else which we ended up doing anyway, but now with a very grumpy child. Have been coming to this pub for 25 years and the service has never been so poor.

Heriots cakes used to be awesome and really good, however the chocolate fudge cake (8 inch £40) was just as terrible as it can get, it tasted cheap and when we cut it it was as hard as you can imagine and pretty sugary in a nutshell it was probably the worst cake we have ever purchased from cake shop.... Too bad this the last time we are buying after they were the first name we always think about whenever it comes to cakes!!!

We wanted to treat ourselves, as both off work and not been to Castle for a while. We were not disappointed. We both had sunday roasts, which were excellent. Roasties, yorkshire pud, quality of meat, cooking of veg, gravy, all superb. Staff very welcoming and efficient. Definately be going back. Only quibble is main dining area very dark, maybe take screens off windows in there to let some light in. Table numbers would be useful. Other than that, brilliant!