Imperial Arms, Chelsea in Harrow

We live nearby and pop in occasionally for cream tea on special occasions. It's always been somewhere between good and great for food and service. But this last trip was a bit like visiting Fawlty Towers. We wandered around trying to find someone, anyone, that might work there. Eventually someone gestured in the vague direction of a cold room with stark, uncovered wooden tables. Eventually, about 15 minutes after we sat down, someone offered us both a menu. About 15 minutes later we asked for water... this request was satisfied eventually. So about 30 minutes in and we had water. We tried to order but at that point we realised that we had different menus. So these menus were whisked away and we had only our water to entertain us... I'll stop there but it wasn't great. Borderline awful. It's gone from delicious treats and great service in a beautiful tea room to water in a cupboard. Good luck.

Uninterested barman, food was lukewarm, had to get a staff member attention to send it back, customers on table behind us left nearly all of their food, no atmosphere, would not bother going back,

We have been regulars at Heriots for all family celebrations over the past two years and were very happy with their previous selection. However, this rebrand has gone horribly, not just for me, but for other paying customers in the reviews who’ve all experienced the same problem. The cake has come frozen and NOT FRESH, we paid 2.50 for chocolate inscription which is MISSING, and furthermore extremely disappointed in the REDUCTION of cake size while the INCREMENT of the prize. Clearly the company WAS doing well and tried to scale up but the new business strategy has FAILED horribly. Will NOT be recommending to say the least.

Lovely staff, wonderful food, clean and tidy. Nice atmosphere. We love to go here!

The Sunday roast is delicious but the meat is a little tough and the graivy lacks a little flavor