Mar's Cafe — Restaurant in Wuse II

If i could give no stars for service i would. had to wait 45 minutes AFTER everyone at my table to get my food, so after i watched them eat they then had to sit there and watch me eat.

after asking more than once where my food was i wasn’t getting any answers, they asked me to keep waiting… and you would think after all that they would just take the meal off the bill for the absolutely awful inconvenience but no they tried to charge me for my meal and also we asked for one of the two sandwiches in another meal to be packed… no communication that there is a charge for a paper box?? very confused by this first of all as it’s totally not reusable but also no one bothered to tell us - just saw it as an added charge. when we complained about these additional charges we got “sorry” and no further communication we then waited a further 20 minutes for the bill to be adjusted AGAIN only to find out a 8K+ service charge as been added … confusing as we did not get any kind of service worthy of a charge we disputed this as well to then be told they aren’t able to remove it and then they walked away… once again failing to communicate that they are now trying to ring management.

The most frustrating thing about this whole exchange is there is no sense of urgency to try to rectify an escalating situation, we are getting more and more frustrated and the staff seemed to be become more incompetent.

Finally asked to just speak to management my self Mr Simon - who told me “this is the standard the CEO has set…” in reference to the service charge - would love to discuss the POOR standard they seem to be keen on upholding.

I said if you can’t remove the service please remove my drink order which is approximately the same value and i will pay whats left… the staff in store said “ well there was nothing wrong with your drink” as if that is the point we are trying to make at this point you have ruined a perfectly good morning and now im having to give customers service lessons.

0/10 would not recommend if you wish you have a peaceful breakfast/...

I had been looking forward to visiting Mars Cafe for a while because one of my friends loves going there. I finally went for brunch with my brother over the weekend and the whole experience was abysmal. Upon getting there, we immediately placed the order for food and drinks and takeout as well. I asked the waitress how long food usually took and she said that it took around 25 minutes. Bear in mind that the restaurant was not full when we came in. It took over 45 minutes for the food to come out and when it did the pancakes and the hot honey burger we ordered came out ice cold. I complained about this immediately and the waitress offered no apology. She took the food back in and came back with a burger which they had microwaved which then meant that the brioche bun was mushy and broke apart as I ate it. This would have been bearable if the burger tasted good but it was very underwhelming. The pancakes I sent back never came back out and the drinks I ordered as takeaway never came. After waiting for an extra 30 minutes, I asked for the bill and that was when I was informed by the manager that they had packed up the pancakes for me (which I didn’t ask them to do). After a small back and forth, they removed the pancakes from my bill as well as the drink order that was not fulfilled.

Overall, the experience was a complete let down. The food was underwhelming and the service is ridiculously poor. The only highlights were the drinks that turned out really nicely. It’s a nice space but the poor service and management as well as the poor quality of food made it an unpleasant experience. I hope they improve because they have some good PR in abuja. It’s a shame that the cafe did not live up to the hype. Overall, I’d say avoid this place and go to other cafes if you want to have a seamless...

To the owner of mars cafe and to anyone who considers going there, please consider the following:

After a reasonable meal, the waitress “Susan” came with the pos and simply entered the price but didn’t provide us a copy of the receipt until we asked for it. In the meantime the transaction was not going through on the pos. So we did a direct transfer only to find out that we’ve been given the waitresses personal account number not the company’s account information. When we received the bill we discovered that they’ve doubled up on one of the items to inflate the cost of the bill. People can make mistakes, but none of this was a mistake. Susan knew what she was doing and when we complained to her direct supervisor, she was trying to claim that Susan had mistakenly thought we were giving her a tip so opted to use her personal account (this was not the case). When the manager finally came he seemed more concerned about us not contacting the owner or making a complaint about this on the internet. We got many “I’m sorry” from Susan and she refunded us the overage of 18,000 naira

No idea if the owner finally got paid. If you like the food and like the company and want to see the company survive please always check to make sure the money isn’t going to the employees personal account and that you’re not being overcharged. From the responses and behavior, it was clear that everyone was in on it.

I get that times are tough but stealing from someone who is trying to create a business and employ people is not the way to improve...