Xo Chocolate in Merton

Really nice food, plenty of choice and good value. Overall a great local restaurant.

Great atmosphere on a Saturday night which is live music night

Ordered a cod, 2 battered sausages, a small chips and a curry sauce. The meal as a whole was better than all the other ones we’ve tried local. We ordered on just eat so payed a delivery fee and service fee etc but was still just over £20 and it fed 3 of us (2 adults and a child)

As a regular I found customer service to be severely lacking. I went for a cigarette leaving my half drunk pint and my box of cigarettes on the table to reserve my seat. When I came back in the pub my stuff was cleared. When I approached the bar to find out what happened I was met with a very defensive manager who said she didn’t do it and then asked her staff and no one said they cleaned that table. While this was happening I asked the if they could look in the bin for my cigarettes. This he found. Thus showing my table had been cleared. All I wanted was was cigarettes back and my half drunk drink replaced. But I was met with an aggressive attitude and unable to admit fault despite growing evidence that they had cleared the table despite not admitting to it. I was subjected to a rant about being a disagreeable customer because I said”don’t be pedantic you may not have cleared it yourself but one of your staff did.”The manager then took offence to this quite normal language. Saying if you’re going to call me pedantic I won’t talk to you! Really! Unbelievable you wouldn’t talk to a new customer like this. Just because were regulars doesn’t mean we can be treated l like this. She then said I don’t know what you want me to do? Really just admit you took pint and cigarettes. I have have cigarettes from your bin so you definitely cleared the table and just replace the drinks. One of the other bar staff suggested this and that would have calmed the situation had it been suggested earlier! I was then told it wasn’t a full pint so was only give half pint back. Fine it was only about a half that got taken. But given the attitude and tone of the manager at the time I felt like I was under the Spanish Inquisition. All for your staffs mistake that was handled terribly. The service I received post this incident was very frosty and childish. Not the type of professional hospitality I’d expect from a junior member of staff let alone a manager. I did say I I’d be leaving a review about this. The on duty manager responded with “crack on” is this really how managers are trained to deal with valid customer complaints!? I was shocked and appalled by this attitude.

I would put 0 starts for service but that’s not possible. Food is not good, after trying a broad range of items, I go back there only for one specific item I like, but after what happened I won’t be going back anymore. I won’t go into details, but the lady at the counter made a lot of mistakes and instead of apologising and offering solutions, she was not accommodating to me and was rude. I would say this is the result of not being competent in her job, and she probably never heard the words “customer service” put together. It is not possible to run a business when you have 0 people skills. I mean, it can be possible, but you will earn less because you drive customers away with your rudeness.