A Tale Of Two Cities

I’d wanted to go to the Experimental Cocktail Club in Soho for ages but it was one of those places I’d never got round to trying. But The Chef and I planned a long overdue “Date Night” last Friday, and I suggested we might start there.

Oh how very wrong was I. We didn’t book a table – well, we were only 2 people and meeting pretty early at 6.30pm. Again, wrong. I rocked up on a cold January day on my own, and was “welcomed” by a humourless French bouncer who looked me up and down like I was something squidgy and brown he had just stepped on. AND I WAS DRESSED UP AND EVERYTHING!!! Now in my mid 30s with a decent job, good clothes, an expensive haircut and a credit card, I can safely say I have not felt intimated or belittled by door staff for a good decade or so, but this man made me feel about an inch tall. After asking if we had booked a table (no) he then proceeded to tell me that they were so very busy that I might be allowed in, but he could not promise that my companion would also be allowed in.

OK so let me get this straight. I am dressed up, obviously not a tramp, wearing nice shoes, obviously willing to spend money on your ridiculously overpriced and undoubtedly pretentious cocktails, and you are telling me that my choices are (i) wait in the January cold on my own until my date gets here; or (ii) go alone into the cocktail bar and presume you are going to treat my companion with the same patronising disdain and shoo him away, leaving me alone for the evening.

I went with the former option and this lovely bouncer kept me outside, in the cold, on my own, for a good 10 minutes, letting others inside who came after me, which made me want the ground to swallow me up, never speaking to me nor once suggesting I go inside to warm up. I should also mention in this time he let 2 couples in who had not booked. It seems I was on his blacklist for daring to turn up solo or to question their booking policy. Finally, The Chef arrived and Monsieur Le Cockface (I believe I dropped the C-bomb on him on twitter later that night, perhaps a little uncalled for, but I was a fairly merry by that time) kept us waiting for another 10 minutes before finally telling us that they were far too busy and we would have to wait another 30 minutes but even then we could not be assured a seat.

By this time, I’m ashamed to say I was freezing, annoyed, upset, humiliated and angry, a feeling I recall from trying to get into cool Soho clubs when I was in my 20s but which I had long forgotten. Well, you know what Experimental Cocktail Club? FUCK YOU! Yeah, FUCK YOU and your stupid pretentious look-you-up-and-down patronising derogatory bullshit. You genuinely made me feel like a teenager again, standing outside Oddfellows in Edinburgh in the cold, while you let my friends in and made me wait outside all night, contemplating another lap round the block and changing jackets with my best mate in case you didn’t recognise me the second time. You made me feel that small and pathetic and uncool. And yes, I admit it, I CRIED when I left, walking up Dean Street, freezing and shivering, and away from your patronising stare. I’m ashamed to admit that I cried and I felt like crap and you almost, almost ruined my night. And I will never ever go to your crappy establishment again and I hate you and everything you stand for and the way you make people feel, and the way you think that WE, the paying public, the people who pay YOUR salary, should feel we OWE YOU anything – that WE should feel HONOURED to sit our stinky pleb bottoms on your gold-covered sofas. You got it wrong ECC, you owe US you see, and little did you know, The Chef and I like a cocktail more than most and would have shelled out a ton of cash if you’d treated us right.

Anyway as The Chef said, don’t let them get to you and I won’t. But never ever go to the ECC, unless you enjoy being treated like a dirty little cockroach.

We had booked a table that night at Quo Vadis – the re-done Soho institution on Dean Street. So we decided we might just go there early for a cocktail. And how bloody right we were.

The difference between Quo Vadis and the ECC was astounding. When we came in several staff members smiled. They took our coats, said hello, showed us to the bar. The barman smiled, gave us a menu, asked us what what we liked, explained a few things, let us try their homemade pomegranate juice. And – hello – the cocktails ranged from around £6.50 upwards. How wonderfully refreshing. And the barman was lovely and the cocktails gorgeous. My vodka martini was perfect with delicious little olives, The Chef’s whisky sour fantastic. Add to this a lovely little English fizz and some Campari cocktails and we were happy little bunnies once more. And this is the annoying thing about the ECC – people like us might not look the part to you, but we like nice things and good service and are willing to pay for it.

Quo Vadis has been taken over by Head Chef Jeremy Lee, a charismatic Scotsman who welcomed us to our table and chatted amongst the guests all night. He was formerly head chef at the Blueprint Café which I also loved – a little jewel on the Thames which seemed overlooked, much to my surprise, as the food and service were amazing and the views incredible. As a Scot I just loved the Scottish touches – a weather forecast on the menu: “bonny”, heather on the tables, haggis.

The service was genuinely perfect – Michelin standard. Waiting staff were friendly and knowledgeable and totally unintrusive. Wines were ace. Starters of salsify, mallard and eel sandwich were just delicious. The Chef by now was going off into his trance-like misty-eyed silent mode, eyes rolling back into his head, which meant he loved the food (and didn’t care for conversation) – last time I saw a similar reaction was at the Ledbury, and Leong’s Legends.

And onwards. The Chef had mutton chops which were incredible, a real depth of taste, you could actually picture a wise old sheep gambling up the hillside. I had a delicious hake with parsley mash which reminded me of San Sebastian. This is The Chef’s type of food – simple, rich, and all about the ingredients. Pudding was an amazing almond tart, and cheese, with a glass of Sauternes.

I cannot rave enough about the new Quo Vadis – lovely, friendly service that makes you feel a million dollars (SO important to me, still fuming ECC!), delicious fairly-priced food (starters from around £6, small bites around £3.50, mains around £8 – £15) so for me Quo Vadis has to be the pick of restaurants in Soho.

The cost? Well it was £100 a head, but once we sat down and started smiling because they got it JUST right, we knew we were going to blow the doors off. For £100 each we got: 3 cocktails each before dinner (norty), a £48 bottle of lovely wine (after ECC I suggested we splash out), 3 starters to share between 2, 1 main course each, pudding and dessert wine. It was so worth it, we went home with a smile on our face and a skip in our step. Highly recommended (and did I say already, avoid the ECC).

UPDATE 8 FEBRUARY 2012: After I wrote this blog post, I was inundated with tweets and emails and comments from others saying they had had the exact same experience so it seems it was not just me. However, on the evening I wrote the post, I got the following email from Xavier Padovani, one of the owners of the ECC:

Good Evening,
Firstly I would like to introduce myself, I am one of the owner of the ECC Chinatown.
I have just read your blog and I am horrified, I can not find the word to express how sorry I am, how sorry I am to discover the way you have been treated, this is not how we are or how we want to be, in a few words I am speechless!!
Firstly I would like to sincerely apologise for the way you were treated  at the door, I am sorry, and I understand if you want to tell me to “bugger off” or even so if you wish yo use other words to express your feeling, I totally get it, this is unacceptable!
Again I would like to apologise.
I am tonight on my way to the bar and I can only promise you that I am going to firstly investigate exactly what happened at he door Friday night and once I understand exactly what happened, I will act in consequence.
Yet clearly you must hate us and be upset with us, so the only thing I can do at that stage is to assure you that this is not who we are and who we want to be but rather the opposite, this is not an acceptable attitude for our people to take at the door.
So firstly I wanted to apologise and secondly, and only if this is ok by you, and after investigating on my side what happened, I would like to get back in touch with you to be clear on what exactly what happened and learning from our mistake share with you what we are going to change to make sure this never happen again at he bar!
I can only promise you that we will learn from that horrible experience and I will do what I have to in order to make sure this never happens again!
I will get back to you after speaking to the management and the team.
Best wishes
Xavier

After investigating, he sent the following email:

Good Evening/Morning,
I have now personally investigated the matter further as I told you I would since it is what we do when we get a complain.
I understand you came to the bar and you were told that you could come in but when you mentioned someone was going to join you later the door staff told you that they could not guaranty entrance for your guest.
This is because by the time your guest would have arrived we may have reached the authorised legal capacity number.
I understand that you decided to wait. By the time your guest arrived, the bar had reached capacity as a result you two could not enter the bar.
After reading your blog comments it sounds like the staff did not communicate properly with you and may have had quite an attitude while dealing with the issue ; believe it or not I am genuinely embarrassed if that is the way they made you feel and tonight I have had a word with the staff.
Again I can only appologize if you feel the door staff did not act properly.
Clearly you did not appreciate the experience so there is nothing we can do to change that. I can only assure you that we have read your words and this will help us improve in the future.
This is a genuine “I am sorry email and we have taken note”. I am genuinely sad this has happened, I really hope you understand that blog or no blog I am totally sincere.
We will continue to get bad reviews and good reviews since everyone can write whatever they want on the net, this is the beauty of it and this is the game we all play.
However I am completely honest and truly thought what happened was a shame, voila, hope you understand.
Regards
Xavier

To this I wrote the following response:

Hi Xavier and thank you for your response.
For the sake of fairness and with your permission, I will publish this on the blog – let me know if you object.
What I may say is that I have genuinely not been treated so badly by door staff for over a decade in London, and from the twitter responses to my blog post, a huge number of people in London have been treated the same by your door staff and will not go back.
If you geuinely don’t want your establishment to be seen as somewhere you have to put up with abusive door staff then I suggest you entirely re-train them, or get new people who are able to be friendly!
In any event, I am grateful for the time and effort you have taken in responding and for the concern you have shown.
All the best
Sasha

Since then, I am still hearing stories on twitter about poor treatment at the ECC, including tweets from last night by @bittenwritten saying they had the following exchange with the doorman: ECC – “Can we come in?” Answer: “No.” Why? “Maybe wait 45 mins.” Us: Go fuck yourselves.

They are making a mistake here – I’ve heard from people including previous Masterchef winners and influential food bloggers that they have been turned away in similarly rude style. Who passes through the door of doom then? Only those who have booked, or those who look a certain way? Is this Parisian service for you? And why didn’t Xavier offer us to come back and try it if he was so sorry? I suspect we just wouldn’t get in.

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23 responses to “A Tale Of Two Cities

  1. Great post – ECC take note. Everyone’s money is the same colour. You deserve to go out of business for keeping a customer outside! Quo Vadis, well done, I think I will make a visit soon……

  2. I have heard so many similar stories about ECC. It’s disgraceful in any climate that any business treats its customers that way. As a friend of mine often used to say, “what these jumped up tw*ts need is a bloody good recession!” Well, perhaps there is a silver lining… Bring on their demise!

  3. Thank you for this helpful article. I like to go to cocktail bars and might have made the mistake of going to the EEC if you hadn’t warned me. Now, other places can have my custom instead.

  4. Great news on QV – hope to visit soon. What ECC have evidently failed to realise also is that every customer is a blogger / tweeter / social bunny with access not only to a circle of chums who value their opinion, but also a way of broadcasting their experience to the rest of the world! Quality product is key, but so is service – it’s really what sets people apart.

  5. Sasha I had a very similar experience at the ECC – and this despite the fact that the friend I was meeting had booked. We got in eventually, and then were asked to move tables twice, to accommodate the large group of women who hadn’t booked, but were allowed past the golden rope before us. The drinks were nice. But they were not worth the treatment that we received, and certainly not worth the treatment you got! There are plenty of places in London that are just as lovely, with delightful cocktails, and much more pleasant staff. The people at Hix bent over backwards to accommodate a group of five of us despite being full and us having no booking.
    Am just very pleased that you had a lovely night in the end and didn’t let them ruin it. Shame on them.

  6. These people are going to learn they can’t treat people like that. They are just small minded little bss. Advertise it on facebook etc and travel blog. get the message out!

  7. Sasha – I’m so pleased you wrote this about ECC! I’ve tried to go twice after reading great things about it, and had similar treatment to what you describe both times (why did i go back?!) I thought it was me! and I let them ruin a good evening by making me feel small and silly.
    A hex on you, ECC!
    x

  8. Fab post. There are far too many places like this in London. Makes me exceptionally angry and sad (only a little bit of the latter because they’re not worth it). I have and have never had any desire to go to the ECC having been invited to go with someone who was reviewing it … ‘don’t expect any discount and drinks are £10 minimum.’ Urrrr right. Think I’m washing my hair that night. Or something equally non-believable. People like Monsieur Le Cockface and the establishments for which they work need a good long stare in the mirror (plus a slap or 2) to realise people like us are much better off not going and spending our hard-earned money in the company of pretentious staff and on pretentious drinks. Glad to see you highlighting this and I hope more people do so. Saying that, bad reviews carry a lot more weight than good. In this case, well-deserved and well-written. All while being well-coiffeured! Bravo you.

  9. I had a similar experience at ECC, and decided NEVER EVER to attempt to get in there again. What is it about snobby little service staff who seem to be under the erroneous impression that they own the place? I have the same reaction when I get the once over from service staff in posh shops. Sounds like you had a totally Pretty Woman moment in showering yourself in fabulous cocktails and fine dining elsewhere.

  10. Sasha I’m sorry to hear about your unfortunate incident. People shouldn’t treat others this way. You should upload your experience on various review sites so more people hear about it and be aware of it. I know a lot of people, myself included read reviews at Trip Advisor, Timeout, Urbanspoon, Londoneating.com, etc when I’m looking for a new place to eat/drink. As mentioned on one of the comments left on this page, its true there are lots and lots of other better places in London, with better management and friendlier door staff we can go to. People need and want to know about places who mistreat their customers – knowledge is power!

  11. Golly. Glad the evening picked up and happiness was restored. Well done you for shouting about it!

  12. Really sorry to hear this, especially after reading “Cocktails @ the Experimental Cocktail Club in Chinatown” was on your wishlist. I have to say I have avoided it for year+ now after hearing many similar experiences. A warning also on Lounge Bohemia – was told we could not go in because we had not booked – there were only 3 people in there! I write honest reviews at londonbarscene.blogspot if you need future ideas!

  13. Ew, awful, good to know a place to avoid.

    (Seeing as you are a stone cold grade A honey, who the fvck ARE they letting in?)

    x

  14. For them this sort of dilemma is easily solved – you get shown in to a nice quiet corner and The Chef’s name is put “on the door” so that when he arrives he is greeted and immediately told where you are – their precious “numbers” having already acounted for his inclusion… And btw, do we really believe that door staff as ignorant and uneducated as that can actually count up to said numbers???

  15. As a bar owner (and a human being type), reading about your experience is terrible. Bars of any other establishment that treats people like that don’t deserve success. Stupid people, it’s the customer that pays their wages for goodness sake…also, don’t do the job if you don’t like it!
    Please come and visit us at The Star at Night..utterly unprentious, excellent classic cocktails and a newly launched Gin Club..can’t go wrong and we like our customers very much indeed.

  16. I’ve tried to go to Experimental Cocktail Club 3 times – once, admittedly, late on a Friday night – and they’ve never, EVER, let me in. I’m also a spendy cocktail lover and, as you know, work for Google on a review site Google Places (which turned out to be an excellent way to vent my spleen). Won’t be going back to this place, their bouncers are absolute horrors and I’ve heard this story too many times.

  17. Good for you for walking away. I am so OVER these types of places!

  18. I love this review of ECC it makes me chuckle. interestingly I have never had issues passing those evil doormen: I’m not rich, or well dressed or fashionable – quite often I turn up there straight from work (where I have been running around on hospital wards) looking rather bedraggled and obviously in desperate need of a drink ;)
    My boyfriend did suffer the rudeness of these ‘bouncers’ on a few occasions (as we often arrive separately to venues) but ultimately has never been turned away.
    I’m disappointed xavier didn’t book you a table with guaranteed entry as an apology for your awful experience as I can assure you the ECC is well worth the door banter. Never have I tasted such exquisite flavours and been so interested in the art/science of mixology…

    Please give it another try: when you walk in you realise there is no pretension inside, the crowd are eclectic and friendly; dizzy on flavour (and rum).

    ECC can get crowded as its floor and seating space is limited (probably explains the door restriction) but it all adds to its aphrodisiacal charm. Go on… Trust me, it’s delicious :)

    K

    Ps Love your blog

  19. I’m extremely late to the party here, but I though I’d add my tuppence worth! I’ve been to ECC about 6 or 7 times, at different stages of the evening (and inebriation, to be fair!). Though I’ve had wildly varying service (though only once that I would call ‘friendly’) inside, it’s undoubtedly the bouncer outside who’s a nightmare. I once went for a drink with a Japanese friend whose English isn’t great. After he took a second to consider the question he’d just been asked by said bouncer, work out his response, and stumble it out in English, the bouncer decided he was ‘too drunk’ and couldn’t come in – though the rest of us were welcome to. We all explained the language barrier but the bouncer was having none of it. When we pointed out that this was a) inaccurate and b) more than a bit exclusionary to people whose first language isn’t English, we were all refused entry. Awful, and borderline racist. Such a shame, because the cocktails are lovely, and it could – COULD – be a nice go-to joint for decent late-night cocktails.

  20. You need more readers, how isn’t this filled with comments!

  21. I love this place. I love it in Paris and I love it in London, but totally agreed. The door staff’s attitude is that of Parisian bouncers. Whilst it is acceptable yet still completely unreasonable and annoying in Paris, in London it becomes completely out of order and rude. I was allowed in and spent the evening there, despite this, the bouncers were very difficult and obnoxious. In Paris I was welcomed with open arms thanks to wearing a short skirt, a smile and being a girl – this should be irrelevant….
    Disappointing for a cool venue that makes great cocktails. As a past cocktail bar tender myself, I am difficult, and theirs are great. I have however never returned, put off by the rude reception….

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