The Botanist, a nature-themed pub-restaurant chain that launched in 2012, quickly became a favourite across the UK, attracting middle-class families eager to try its famous hanging kebabs and groups of glamorous ladies making it a monthly spot for colourful cocktails. However, recent customer feedback suggests its charm may be waning, with numerous complaints emerging online about overpriced meals, poor service, and a lack of atmosphere.
Mounting Customer Dissatisfaction
Online reviews have painted a troubling picture for The Botanist, with diners describing "overpriced terrible meals" and "poor service" at locations in cities like Birmingham, Liverpool, Cardiff, and Newcastle upon Tyne. Many have highlighted issues with overcrowding, noting that staff seem unable to manage the chaos, leading to long wait times and frustration. One reviewer on Tripadvisor for the Newcastle location wrote, "Full of people who think they are faces," while others lamented the shift in clientele to younger crowds with "no conversation," diminishing the once-vibrant atmosphere.
Style Over Substance Concerns
A recurring theme in reviews is the accusation that The Botanist prioritises "style over substance." Diners have praised the picturesque decor and photogenic food, often used as props for social media snaps, but criticised the actual dining experience. For instance, a customer at the Birmingham location noted, "The decor is lovely... but unfortunately the meal overall was very disappointing." Another diner reported being ignored after being seated, stating, "Arrived at 8. Left at 8.20 having been totally ignored. Asked the waitress who seated us if we could have some water to start and we didn’t see her again. Appreciate you were busy but that’s poor service."
High Prices and Service Failures
The Botanist's menu features premium pricing, with small plates starting at £7.95, hanging kebabs at £17.95, and the ultimate chicken burger at £19.95. More substantial dishes, such as pan-fried salmon with herby mash and roasted cherry tomatoes, cost £22.95, while sharing kebabs are priced at £41.95. Desserts include a £9.95 Millionaires Cookie Dough and an edible chocolate plant pot for £12.95. Despite these costs, customers have reported significant service issues. A recent visitor to the Birmingham bar shared, "Staff were miserable, dressed scruffy and not friendly. They stood talking so we had to go to the bar to get drinks. Nobody checked everything was OK." This diner, who spent £220 on a meal for six, expressed regret, wishing they had "spent our £220 elsewhere."
Specific Complaints Across Locations
Complaints have been widespread, with diners in Bath describing an "AWFUL" experience where a table booked for 7:30 pm was not seated until 8:30 pm, and main courses arrived at 10:30 pm, with undercooked food and cold vegetables. In Cheltenham, a customer praised the "fabulous" decor but branded the food "terrible," citing cold starters, dry chicken, and inattentive staff on their phones. Newcastle diners highlighted overcrowding, with one stating, "There were no seats, the whole area was overcrowded, this needs to be addressed with a level of control on admitting guests." Others noted long waits at bars, with one group waiting 25 minutes for drinks on a Wednesday evening.
Mixed Reviews and Positive Feedback
Despite the criticism, not all reviews are negative. Some diners have shared positive experiences, such as a customer in Birmingham who praised the "exceptional" chicken hanging kebab, cooked to perfection with good service and a "good vibe." In Newcastle, a solo diner encouraged others not to be put off by bad reviews, highlighting "superb" food and a welcoming atmosphere during happy hour. Similarly, a Worcester customer commended the staff as "hard working and lovely fun people," while The Botanist in Chester was described as having a "fantastic atmosphere with warm earthy spaces" and well-prepared kebabs.
Company Response and Overall Ratings
Overall, The Botanist locations on Tripadvisor typically receive three to four out of five stars. A spokesperson for The Botanist told the Daily Mail, "Delivering a welcoming experience with great food, drinks and live music is always our top priority. Our restaurants and bars operate in line with industry standards, particularly during busy trading periods when higher footfall is expected across the high street." They acknowledged occasional shortcomings, adding, "Whilst we endeavour to get it right every time, there are occasions where we fall short of guest expectations. In these instances, we follow up with customers to ensure their feedback is taken on board and we can continue to improve." The spokesperson emphasised that the majority of reviews reflect positive service and atmosphere, with a commitment to maintaining consistent standards across all sites.
As The Botanist continues to navigate these challenges, it remains to be seen whether it can reclaim its former appeal or if customers will seek alternatives in the competitive UK dining scene.
