This place is proof that when a business becomes very popular, the quality of service and products tends to go down. I've been here a few times with my ;partner and neighbours in the past (I live in the neighbourhood) and have also been there with a dog/dogs. I went there today with my small dog at about 10.35 and left around 10.50, but it felt like I had to wait forever.
Space is very limited. It is clear that the management is trying to cram-in as many customers as possible without any regard for the customers' comfort level.
Staff are robotic and although polite, I can clearly see that they struggle to cope. As a result, they're unable to treat each customer as an individual.
All I ordered was a croissant and orange juice. Finding a place to sit was difficult but I eventually did, and there were several mugs and saucers on there, cutlery etc that hadn't been cleared. Eventually they cleared it.
I was asked where I would sit. I pointed it out and then sat down. After a few minutes, I noticed that the girl who had taken my order was now attending to the customers who had formed a queue. I went and asked her and then she said she would bring me the food. I asked if I should pay first and then she said. Why didn't she tell me that before?
Anyway... went back to the seat. Waited some more, and then asked another member of staff. It later turned out that this was the Manageress. The owners of the cafe should have been mad to hire this rude and arrogant woman who clearly has no idea what the words "courtesy" and "politeness" means - let alone "customer service!"
This is what happens when business owners opt for "cheap labour" and put profit before customer service! I have been to this cafe in the past, but today was the first BAD experience. I even managed to find out the owners' names on Company's House, found one of them on Facebook and sent him a message.
I doubt he will be bothered to even look in to this as in my experience, most small businesses in the neighbourhood, brush aside negative reviews and complaints because they have a lot of passing trade. But unfortunately for them, this is one pissed off customer, who also happens to be someone who knows several neighbours and locals in the area through being a member of 2 important societies and hosting social gatherings and networking events in the neighbourhood. So I shall warn all of them, via a single message by email and whats app - to AVOID Grounded Coffee Company. If I can discourage at least a few of this cafe's regular customers, then that would be a good thing.
Nobody should have to put up with this kind of crappy service! The Orange juice seemed to taste as if it had come from old fruit, and the croissant (Turkish/ham/cheese) was so bad and stale I actually thought of alerting the food inspectors!
The Manageress, when asked about the delay gave me excuses such as "you have to wait... it's busy.... we are doing our best... etc," although there were about 5 staff from what I spotted. When I got annoyed and asked "so how long do you want me to wait?" Her response was a rather aggressive and loud "ARE YOU SERIOUS??? SERIOUSLY!!!" It's COMMON SENSE - YOU HAVE TO WAIT!!! She obviously thought that by raising her voice and drawing attention to me, I would be embarrassed and stopped complaining, but this was her unlucky day! She picked on the wrong customer so I also raised my voice and told her how ridiculous this situation was and that the logical thing to do is to that the STAFF THAT TOOK THE ORDER MAKES SURE THAT THEY SERVE THE CUSTOMER ONCE THEY HAVE PAID, RATHER THAN MAKE THE CUSTOMER WAIT WHILE THEY TOOK THE ORDERS OF ALL THE OTHER CUSTOMERS WHO ARE IN THE QUEUE.
This is a dirty trick - a business tactic! Take the customers' money first. Make them wait. They are less likely to ask for their money back. Most customers in London would queue forever and put up with bad service. Well, I have news for you! Not all of us are happy to do that.
I told the staff to make sure the manager is aware of the fact that I will be talking to the owners of the cafe. Staff are no longer provided the training they should have. No matter how experienced a person is - one should adapt to different situations and realise that each customer is an individual. Staff don't have the common sense to do that!
This cafe is supposed to be dog-friendly but in the few times I have been there - I have never seen anybody else with a dog - except myself. I think they say Dog-friendly so they can attract local dog-parents, but in reality, I don't think they're welcoming to dogs. Plus the lack of space is also an issue.
So, those of you who are reading this... and those of you who find this when you Google this business - do yourself a favour, and AVOID this place! And locals in the neighbourhood, feel free to share. I am also telling all the local dog-owners I know, to avoid this place too. £5.70 for a crappy croissant, stale fruit juice and crappy service! read more