A link to your blog was kindly sent to me by a customer of ours enabling us to read what you have written about the restaurant.
I find it genuinely upsetting that you felt the need to slate the restaurant on your blog, rather than contact me directly so that I may look into this and address the points you raise over your latest visit. I see on your blog you have had enjoyable visits to us before (for your reference the caul fat around dumplings or faggots dissolves when cooked and is merely used to hold the dish together when cooking, so I think you may have had some bad faggots in the past, if that was still intact when eating!).
I understand that you were booked under the name of xxxxxx? At 5.30 you should have been offered the pre theatre menu and the dinner menu as we are indeed serving dinner at that time of day. We are open all day from noon so the receptionist was 100% on duty, and I can only apologise for the fact she did not make eye contact with you upon arrival whilst dealing with another customer on the phone. The table you point out in your blog does indeed seat 8 people and it was booked for 6.30pm. Therefore we could not offer you this table as you would have had less than an hour to enjoy your meal which I am sure you will agree is not sufficient time. I can confirm that the table did not show up for their booking, but sadly we did not know that at the time and had no way of knowing either as they had confirmed that morning.
It is a shame that your whole blog focuses on a table allocation rather than the one sentence where you mention the food was cooked perfectly. And of course so disappointing that I read this online before being given a chance to investigate the situation.
You state on your blog that you have not yet heard from anyone at HIX. As you did not contact us directly, there was no way I would have known about this if our HIX customer had not kindly sent the link to me direct to read.
I'm struggling to find the words to reply to this email. I guess I could point out that the tone of the communication is quite aggressive and that this completely tallies with the reception we had at the restaurant.
Or I could say that the blog was a result of how the evening appeared to me the next day, and that unfortunately due to the lack of service the food didn't play as big a role in my mind as it should have done.
Or that as a private blogger - just like any food and restaurant critic - I am not in the habit of contacting any establishment before I write a post about them. Besides, I would have thought that any business with a brand would set up a Google Alert or similar to monitor their brand awareness.
Finally I might say that my aim was certainly not to 'slate' the restaurant. I merely expressed my opinion as a normal restaurant goer about the experience at this Soho restaurant.
But, you know what, just like they couldn't be bothered to greet us when we arrived or make any amends about moving us about, I don't think I can be bothered to reply to their email.