An English tourist has accused an Edinburgh Wagamama of making two guests with food allergies and a disability feel uncomfortable and embarrassed.
An English woman visited the Wagamama in St Andrew’s Square during a holiday, and she said the party opted for Wagamama because their menu is so clear for those with allergies.
However, the guest with a gluten allergy had to wait much longer for service and food than everyone else. To top it off, the reviewer said the disabled toilet was blocked by a large delivery, and the guest with disabilities had to ask for access.
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“How embarrassing to have to ask for it to be moved - hardly a discreet visit to the toilet,” the two star review said.
“Overall, our guest with a disability and our guest with a common allergy were made to feel very awkward in this restaurant. Needless to say we won’t be back.”
The woman said that she was initially encouraged by how seriously the restaurant took food allergies.
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“Our waiter explained that only a manager could take a gluten-free order. However, we had to wait 20 minutes for the manager to arrive, after the rest of us had ordered. Then, the gluten-free food arrived a very long time after the rest of us had eaten! Again, how embarrassing for our guest,” she said.
With more than 90 five star reviews on TripAdvisor, the Edinburgh Wagamama review is an outlier for the unimpressed English tourist.
A Wagamama guest relations manager responded to the review on TripAdvisor to apologise for the issues.
“We're sorry to hear that the disabled toilets were blocked off and you had to wait for the manager so you could make a gluten-free order,” the Wagamama representative said.
“Could you please head to [our website to] fill out the form, one of our team will get back to you.”
The St Andrews Square Wagamama location has an average 4.5 star out of 450 reviews on Tripadvisor.
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