The entire incident in detail by Gurgaon Victims

For a lot of reasons, we have thought a lot before writing this. It is a very detailed account and we suggest you read it with patience. There is a lot to learn for us customers and a lot to be learnt by the restaurant owners community also.

A few of us friends (young, 25-year old, working, well educated, aware, well traveled, well spoken) were searching for a place to go to for Sunday brunch and on Zomato.com we came across a "Hawaiian Sunday Brunch" at Lemp Brewpub, Gurgaon. We decided to try out the Hawaiian brunch. As you can see from the image below, the cost is Rs. 999 all inclusive of taxes, and the same was also confirmed to us by the manager, Mr. Robin.

To put it out there, it wasn't the first time we were going to Lemp.

From the above image you can read the promises:

Hawaiian food - NONE to be found.

Tiki bar serving exotic cocktails - there was no such bar.

Live music and dancing - There was no music playing at all. After we asked they switched on the speakers and regular music played in the background. For the dancing, there were never any plans for dancers. On a serious note we were told by the manager, Robin, that customers were the ones supposed to dance.

On asking why there was nothing Hawaiin about the brunch, Robin tells us that suddenly on Saturday night the chef had to go home in an emergency so hence the problem. Yet, see below a picture of the entrance of Lemp with multiple boards advertising the Hawaiian Sunday brunch that day. In spite of all this we still go ahead with the brunch.

After waiting 10 minutes, we are served starters on the table which are absolutely stale, inedible, cold and uncooked. We immediately called back Robin and request him to taste the food so he can understand our plight. Even though a buffet includes unlimited ordering, Robin tells us he'll do us a favour and 'replace' the dishes. By then we try the other dishes served on our table and they are equally ill-prepared. The replaced dishes come back absolutely the same quality, just heated this time around.

The drinks included in the package were their 6 home-brewed beers and any vodka-based cocktails. 6 of us ordered a glass of beer each and we asked for 2 vodka-based Mojitos. The beers came in good time but the 2 Mojito's never came. There were 4 reminders given to various staff including the manager, Robin. Robin told us that the confusion resulted because the staff who took our order suddenly left for a break without informing anyone. To our surprise each of the staff members we had told for the Mojitos were very much inside the place and had been continuously serving our table!

By now, after all the fiasco, we decided that we would leave since nothing in the package was as promised and even the service was getting worse by the minute. We asked the manager to call the owners so we could speak to them. He said they are too busy to be called, even on the phone. In plain words we were told they are inaccessible for us. We simply informed Robin that we would be leaving. Robin tells us that is ok with him as long as we pay for what we consumed. Despite of all the poor incidents and not getting anything as promised, we tell him we will pay full rate for the beer we have had (a total of 6 glasses). Even though beer as part of an unlimited buffet should be calculated at subsidised rates.

We keep waiting another 15 minutes for the bill, which never comes. We ask the waiter and he tell us it will still take more time. At this point we tell the manager that we are leaving. He tells us we cannot do so and must pay the bill. To our shock, we are presented with a bill of Rs. 12,000! Reminder: The buffet costs Rs. 999 inclusive of all taxes and we were only 8 people there! We are told that the food we sent back will also be charged and other dishes prepared for the buffet which were still to come to us will also be charged!

Not wanting to waste anymore time, we walk out towards the elevator and 4 of us get in (3 guys and a girl). Suddenly there are bouncers blocking the tiny entrance of the elevator and intimidating and threatening us against leaving. The waiters and the other staff of Lemp had all surrounded us by then. We do what came to our mind 1st in a panic, raise noise so we can get out of the elevator into an open area. Having lived in Gurgaon for the last 10 years, that was the most scared we've felt ever. It was absolutely not safe inside (whether the girl had been with us or not).