Republic Bier Halle

I'm a frequent visitor to the Bier Halle and my friend and visited the bar for lunch on the 31st at around just after 2pm. After 30 minutes we were still waiting on our pizzas and called on a member of waiting staff when we saw a couple next to us, who had arrived 20 minutes later, with what looked like our order. When I tried to get the attention of a passing waitress I was answered with "Eh, just a second!", then while she proceeded to empty leftovers in to the bin I was asked "What is it?". I made her aware of the situation, trying to be polite despite the attitude with which I was met. She checked with the neighbouring couple, who seemed confused about their order, and confirmed that they had indeed received our pizzas.

By this point it was 2.45, we had been waiting over half an hour, leaving only 15 minutes of our 1 hour lunch break, to be given an insincere apology and told we would get "fresh ones on as soon as". As soon as was still too late and we cancelled the order and asked for a refund.

I understand that it was extremely busy, and that mistakes can happen, but what made it worse was the discourteous and dismissive manner with which the staff dealt with the situation. Their apology was empty and insincere, and the waitress who dealt with us was particularly rude. Any customer should expect a higher level of service than we received that day and we were extremely disappointed and aggrieved at how we were treated in this establishment. Sent them an email of complaint a fortnight ago and have had no reply. Clearly do not care about their customers.

It's good when they let you in: me and my friend (25 and 26) got turned away for not having any ID. I didn't even want alcohol; I just wanted a pizza and a cola at 4 o'clock in the afternoon. On previous visits I've loved Bier Halle, but I've been put off by my previous visit.